Troy Pinkley
Magnolia,USA
Summary
Results-driven Customer Success Manager leader with experience delivering and maintaining AI-enabled legal solutions within complex legal workflows. Adaptable and results-focused in supervising and leading diverse teams to achieve outstanding results. Proven ability to improve and lead high-performing, cross-functional teams while driving adoption and operational efficiency across distributed customer service excellence. Intelligent time management, highly efficient multitasking and superior organizational skills demonstrating impeccable attention to detail, a commitment to customer satisfaction and a positive service attitude.
Overview
27
27
years of professional experience
Work History
Senior Investor Services Representative
VAN KAMPEN INVESTMENTS
Customer Success Manager
Foundation AI
Irvine, CA
10.2023 - 03.2026
- Served as the primary point of contact for clients, understanding their business objectives and using that knowledge to help them achieve their goals through the use of the platform.
- Established and maintained strong relationships with clients through virtual meetings, on-site visits, and attending industry events.
- Developed and maintained a deep understanding of the platform, its capabilities, and its use cases.
- Led team meetings and partnered with Product and Implantation Managers to provide structured product feedback and enhancement recommendations grounded in real-world legal operations use cases.
- Worked closely with clients to understand their needs and requirements, and collaborate with internal teams to develop and deliver solutions that meet those needs.
- Provided guidance and best practices to clients on how to leverage the platform to achieve their business objectives.
- Proactively monitored client usage and identified opportunities for upselling or cross-selling of additional products and services.
- Acted as an advocate for clients internally, ensuring their needs are addressed and their feedback is heard.
- Provided regular updates and reports to internal stakeholders on client health and usage.
- Responsible for renewals, identifying upsell opportunities, training, and post-implementation solutioning.
Associate
Amazon
Houston, TX
12.2021 - 09.2023
- Performed product picking duties when needed.
- Oversaw integrity and accuracy of product leaving warehouse during active shifts.
- Document and report all damaged of product using appropriate paperwork and procedures.
- Assembled customer orders accurately from stock and transport orders to packing stations or shipping department.
- Insured proper packaging and labeling to prevent damage during transit while preparing parcels for mailing.
- Transport materials from receiving areas to storage locations or designated areas.
- Loaded and unloaded trucks using forklifts and other equipment, adhering to safety guidelines and protocols at all times.
Sr. Account Manager
American International Group (AIG)
Houston, TX
11.2019 - 05.2021
- Promoted as the primary contact for plan sponsors regarding operational issues while advancing corporate and departmental policies, procedures, and service standards in conjunction with industry standards.
- Effectively managed daily strategic administration of client retirement plans, clearly documenting status of actions taken and communications sent, and monitoring timely transaction approvals such as distributions, loans and hardship payouts.
- Facilitated/managed projects, determining results and/or planned course of action, and partnered with plan sponsors, relationship managers, field agents and other internal/external partners to ensure effective support regarding operational issues.
- Researched grievances with internal business partners until resolved while coordinating with internal/external business partners to resolve plan sponsor specific requests and corrective activity.
- Provided compliance/audit support to auditors/plan sponsors for compliance and distribution testing, maintained current data and plan provisions within appropriate record-keeping systems and completed annual plan reviews/updates to plan rules.
- Partnered with internal/external teams during acquisition/implementation of new groups/plans, provided on-going administration for retirement plans and maintained continuous contact with clients regarding the status of ongoing investigations.
Manager, Guided Portfolio Services (GPS)
American International Group (AIG)
Houston, TX
01.2003 - 03.2017
- Promoted and successfully managed a team that processed over 15K email requests and received over 50K inbound calls per year from VALIC Financial Advisors (FAs).
- Instrumental in growing the GPS program to more than 350K clients and $15B in assets under management by working with product management to provide content for all training materials and successfully training 200+ new VALIC FA's per year.
- Implemented and delivered a continuing education program that trained 1,500 VALIC FA's annually, presented support and training strategies to executive leadership and led discussion points impacting all areas of the program.
- Directed and completed initial product launch training for new VALIC FA's.
National Sales Manager
American International Group (AIG)
Houston, TX
01.2002 - 01.2003
- Promoted and successfully managed a team that provided industry sales training materials and provide subject matter expertise on product training while playing an integral role in the development of an e-learning initiative.
- Implemented training strategies to drive sales, increase revenue, meet hiring goals and reduce advisor turn-over.
- Conceptualized the development and the implementation of the AIG VALIC University to deliver and manage a multimedia training program comprised of onboarding, Basic Sales Training and a twelve-month coaching platform.
Financial Advisor Services Manager
American International Group (AIG)
Houston, TX
01.2000 - 01.2002
- Worked closely with customers and gave recommendations that resulted from the analysis of data collected on client queries and requests and minimized investment risks.
Senior Marketing and Sales Support Representative
American International Group (AIG)
Houston, TX
01.1999 - 01.2000
- Additional AIG VALIC roles include: Senior Marketing and Sales Support Representative (1999-2000)
Education
Bachelor of Business Administration - Marketing
Sam Houston State University
Houston, TXSkills
- Business Operations
- Project Management
- Customer Service Excellence
- Key Account Management
- Relationship Building
- SLAs
- Client Onboarding
- Process Analysis
- Employee Training
- Compliance Issues
- KPIs
- MS Office
- Salesforce
- CasePeer
- BackEngine
- FileVine
- Merus Case
- Hubspot
- MetaBase
- Jira
- Gemini
- Litify
- Clio
- ChatGBT
- DocuSign
Timeline
Customer Success Manager
Foundation AI
10.2023 - 03.2026
Associate
Amazon
12.2021 - 09.2023
Sr. Account Manager
American International Group (AIG)
11.2019 - 05.2021
Manager, Guided Portfolio Services (GPS)
American International Group (AIG)
01.2003 - 03.2017
National Sales Manager
American International Group (AIG)
01.2002 - 01.2003
Financial Advisor Services Manager
American International Group (AIG)
01.2000 - 01.2002
Senior Marketing and Sales Support Representative
American International Group (AIG)
01.1999 - 01.2000
Senior Investor Services Representative
VAN KAMPEN INVESTMENTS
Bachelor of Business Administration - Marketing
Sam Houston State University