Scott Sundblade
Matthews,NC
Summary
A customer-success-focused, operationally and technically acute leader with nearly 20 years experience delivering impactful results through an unwavering commitment to customer excellence. Proven ability to increase customer satisfaction and retention through strategic problem-solving, technical expertise and cross team collaboration. Strong leader with an extensive technical background in cloud computing and skilled in leading teams, developing processes, and leveraging data to drive improvements.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Manager Technical Account Management
Ibotta, Inc.
01.2024 - 04.2024
- Established a Technical Account Management (TAM) team from the ground up
- Owned B2B technical operations and relationships, accounting for nearly $1 million of revenue per day
- Developed and formalized support severity levels, including definitions, Service Level Objectives (SLOs), processes, and procedures
- Developed a new support portal for partner ticket submissions, integrating it with PagerDuty and Slack for critical (P0) issues
- Designed incident response strategies, including comprehensive playbooks and Zapier integrations with PagerDuty, Slack, among other platforms
- Served as the primary technical point of contact for Walmart, overseeing their integration with Ibotta's (IPN) for the 'Walmart Cash' program
- Facilitated communication and collaboration across technical and non-technical teams, effectively bridging gaps between engineering, business, and product departments
- Implemented a novel hiring process specifically tailored for Technical Account Managers, starting from the basics.
Technical Account Manager
Ibotta, Inc.
02.2023 - 01.2024
- First TAM hired
- Built and managed the TAM organization to support Ibotta's B2B partnerships including Walmart, Dollar General, Family Dollar and AppCard
Technical Account Manager
Amazon Web Services (AWS)
04.2022 - 02.2023
- Lead team that built from scratch and implemented a framework for an awards and recognition program that was adopted by TAM leadership
- Implemented cost optimization strategies for customers utilizing QuickSight, resulting in an average AWS usage cost savings of 10%
- Managed migration of a business critical application to AWS, engaging cross-functional teams and leadership and saving the customer over $20,000/month
- Drive discussions with executives and senior leadership regarding risk management, business critical applications and regulatory requirements
- Proactively identify and resolve customer issues, driving customer satisfaction and retention
- Develop and deliver training and best practices to customers to enable self-sufficiency
- Collaborate with the sales team to identify and close upsell and cross-sell opportunities
- Support customers' creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application-level services, Networking, Serverless and more
- Monitor customer usage and identify opportunities for growth and optimization of their AWS environments
- Provide technical support and guidance to customers in the implementation and usage of AWS products and services.
Senior Technical Account Manager
Salesforce
08.2020 - 04.2022
- Supported GameStop during Black Friday as a free TAM trial, resulting in their site not crashing again, generating record sales and revenue, and the signing of paid TAM service
- Gained C-Suite trust from customers and worked closely with them to identify and advise on business critical initiatives beyond their Commerce Cloud implementation
- Led discussions with senior and executive leadership in engineering and customer success to develop and deliver new customer initiatives like AppDynamics Dashboards to improve the security, stability and performance of customer websites
- Learned and adopted more advanced troubleshooting, such as web adapter log parsing/analysis, AppDynamics, Database optimizations, and efficient coding to scale, harden and optimize customer implementations
- Developed training materials and led global TAM trainings on advanced troubleshooting methods through group and one on one deep dive sessions
- Created and implemented new customer onboarding and checkpoint decks adopted globally to increase value of TAM and Enterprise support
- Developed relationships with C-Suite executives and key leadership including Commerce Clouds largest customer
- Onboarded and trained new TAM's on tools, processes and procedures
- Mentored new TAM's on how to use tools, analyze customer implementations and metrics, build/present presentations to customers and more
- Engaged with cross-cloud teams including Marketing Cloud and MuleSoft, to educate customers on features, integrations, best practices and more
- Coordinated and worked closely with Success Managers and VP's to ensure tight coordination and alignment on all aspects of account management and communication including Quarterly Success Reviews
- Worked closely with sales and account management teams to identify and close new business opportunities including cross-cloud.
Commercial Escalation Manager
Dell EMC
02.2020 - 08.2020
- Main point of contact to over 3,600 Commercial accounts for Dell EMC in Florida, Tennessee and parts of Virginia
- Developed and conducted training programs for employees to handle customer escalations in a timely and efficient manner
- Monitored and analyzed customer feedback to identify trends and issues, and worked with cross-functional teams to implement solutions
- Managed and resolved complex customer escalations, maintaining high levels of customer satisfaction and loyalty
- Lead communication efforts both with the customers and internally to key stakeholders and senior executives
- Act as point of escalation for front line issues and concerns on problems and responsible for ensuring follow up and fault resolution
- Analyzed customer feedback to identify areas for improvement and worked with management to implement changes
- Developed and implemented processes to improve escalation management and resolution
- Developed and maintained customer relationships, fostering customer loyalty and repeat business.
District Operations Manager
Dell EMC
11.2015 - 02.2020
- Trained engineers on processes and procedures with a focus on aged customer service requests
- Resulting in a reduction of aged customer service requests by over 50% in the first 30 days
- Led transition to new cloud based CRM and ERP systems, while maintaining a company high customer satisfaction of over 98% during the transition phase
- Lead escalations with various C-Level management and director teams for significant client incidents including a US airline with all flights grounded, a large corporation with complete data loss on a critical system, and the mission critical 911 system of a local county that was down
- Focused on positive changes and navigating teams through beneficial transformations that earn the confidence of customers and full acceptance by all employees
- Recognized as the Subject Matter Expert (SME) for newly implemented organizational processes and software
- Developed and implemented strategies to improve customer satisfaction and increase service revenue
- Managed and tracked performance metrics, identifying areas for improvement and implementing corrective action as necessary
- Directed the efforts of a diverse group of Technical and Service Account employees assisting in management of the installation, repair, modification and preventive maintenance of equipment, networks and software.
Senior Account Service Engineer
Dell EMC
07.2015 - 02.2018
- Assumed responsibility for overall face of the company in favor of Dell customers, working on a daily basis to build trusting relationships
- Routinely participated in customer calls and meetings for existing and future implementations, fostering relationships with customers that typically purchased $20M+ in Dell equipment yearly
- Provided a single point of contact for Dell EMC's largest, most complex, and strategically diverse customers
- Aid in the growth of Dell EMC's footprint, increasing from one or two small items to dozens of systems with customers using Dell systems for mission critical business applications such as PACS imaging and EPIC EMR
- Assisted in the design and implementation of storage solutions for customers
- Collaborated with cross-functional teams to resolve customer issues and ensure customer satisfaction.
Customer Engineer
Dell EMC
01.2012 - 07.2015
- Provided a single point of contact for Dell EMC's largest, most complex and strategically important customers
- Responsible for account management, escalation support, preventative maintenance, and installation/upgrade of all DELL EMC products
- Utilizing change control management, operational processes and procedures to ensure excellence for Dell EMC's customers
- Provided technical support and assistance to customers, troubleshooting and resolving technical issues in a timely and efficient manner
- Installed, configured, and maintained Dell EMC products at customer sites
- Collaborate with cross-functional teams to ensure timely resolution of customer incidents and requests.
Senior Accountant
Rosemary A Lambert CPA, PA
09.2008 - 02.2012
- Managed a team of accountants, providing guidance and support to ensure accurate and timely financial reporting
- Trained new employees and worked closely ensuring proper procedures and practices were followed
Accountant/Loan Officer
1st Metropolitan Mortgage
08.2005 - 09.2008
- Worked directly with CFO, Controller and CEO of 2nd largest mortgage broker with over $2.4 Billion in originations
Accountant
Rosemary A Lambert CPA, PA
10.2004 - 12.2006
- Managed client accounts, including bookkeeping and payroll.
Education
Bachelor of Science - BS -
University of North Carolina At Charlotte
Charlotte, NC12.2010
Skills
- Team Leadership
- Critical Thinking
- Complex Problem-Solving
- Strategic Planning
- Cross-Functional Teamwork
- Creativity and Innovation
- SaaS
- Incident Management
- Business process improvement
- Business Development
- Customer Service
Certification
- Amazon Web Services Developer - Associate
- AWS Certified Solutions Architect - Associate
- Amazon Web Services Cloud Practitioner
- VMWare Certified Associate - Data Center Virtualization
- VMWare Certified Associate - Digital Business Transformation
Timeline
Manager Technical Account Management
Ibotta, Inc.
01.2024 - 04.2024
Technical Account Manager
Ibotta, Inc.
02.2023 - 01.2024
Technical Account Manager
Amazon Web Services (AWS)
04.2022 - 02.2023
Senior Technical Account Manager
Salesforce
08.2020 - 04.2022
Commercial Escalation Manager
Dell EMC
02.2020 - 08.2020
District Operations Manager
Dell EMC
11.2015 - 02.2020
Senior Account Service Engineer
Dell EMC
07.2015 - 02.2018
Customer Engineer
Dell EMC
01.2012 - 07.2015
Senior Accountant
Rosemary A Lambert CPA, PA
09.2008 - 02.2012
Accountant/Loan Officer
1st Metropolitan Mortgage
08.2005 - 09.2008
Accountant
Rosemary A Lambert CPA, PA
10.2004 - 12.2006
Bachelor of Science - BS -
University of North Carolina At Charlotte
Personal Information
Title: Manager Technical Account Management | Ex-AWS & Salesforce | Customer Success Expert
Personal Information
Title: Manager Technical Account Management | Ex-AWS & Salesforce | Customer Success Expert
https://linkedin.com/in/sundblade
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