Tyler Hartle
West Valley City,UT
Summary
Results-driven Customer Success leader with over 5 years of experience managing enterprise SaaS and PaaS portfolios. Expertise in driving retention, adoption, and expansion while translating complex technical environments into actionable strategies. Skilled in recovering at-risk accounts and identifying growth opportunities, leveraging technical knowledge and commercial acumen to enhance customer relationships and support sustained revenue retention.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Fulfillment Associate
Amazon
Salt Lake City, UT
10.2024 - Current
- Served as Training Ambassador: consistently meeting performance standards and training new associates on safety, quality, and operational workflows.
- Trained and coached: new hires, up to 15 associates, on package handling, scanning procedures, staging standards, and safety expectations to enhance workflow efficiency and proper use of warehouse equipment.
- PIT-certified and trained: to safely operate powered industrial equipment in accordance with Amazon safety procedures and warehouse operating standards.
- Trailer Docking & Release (TDR): certified and trusted to support trailer dock and release procedures, including dock safety checks, trailer readiness, communication, and compliance with loading/unloading standards.
Global Enterprise Advisor/Customer Success
Verizon Wireless
West Valley City, UT
05.2019 - 09.2024
- Enterprise Portfolio Turnaround: Remediated a churn-risk in the account was stalled by a multi-year mismatch in the purchase order workflow. Led 20+ cross-functional alignment sessions to execute a technical audit, returning $40,000 in unapplied credits, securing a competitive contract renewal, and expanding the account by 100% to capture $2M+ in annual recurring revenue.
- Large-Scale PaaS Migration: Generating $1.5M in net-new platform revenue while reducing client operational waste by $2.5M annually.
- SaaS Adoption & Value Realization: Championed the deployment of a centralized workspace collaboration platform for an enterprise client with highly fragmented data environments. Enabled a 15% increase in operational productivity by reclaiming lost search-and-retrieval time, adding $500,000 in annual recurring revenue and securing a 30% expansion in service.
- Strategic Account Planning & Revenue Protection: Developed and executed account prioritization strategies for a high-stakes portfolio of 18 enterprise accounts representing $24M+ in annual revenue, protecting core revenue while maintaining a client portfolio that included Fortune 50 organizations.
- Cross-Functional Solution Coordination: Partnered closely with cross-functional engineering, sales support, and web development teams to identify and remediate manual provisioning workflow bottlenecks, successfully moving legacy client processes into automated digital self-service platforms.
- Transitioned enterprise customer: portfolios from manual, high-touch support structures to digital business platforms, reducing internal team administrative ticket volume by 250+ cases per month.
- Pipeline & Forecast Data Accuracy: Directed high-volume account operations. Up to 700 complex enterprise support cases and platform service metrics monthly; utilized Salesforce CRM to maintain pipeline accuracy, track escalation pathways, and meet strict SLAs.
IT Support / Help Desk Contractor
EmployBridge
Salt Lake City, UT
10.2014 - 06.2018
- Delivered Tier 1 help desk and desktop support: for 200+ small-business clients, enhancing operational efficiency in Windows and macOS environments.
- Managed 30–150+ technical issues per week through inbound calls, outbound follow-ups, and ticket queues: troubleshooting Windows/macOS, account access, hardware, software, and network connectivity issues while escalating complex incidents as needed.
- Troubleshot and resolved issues: for 200+ end users and devices across Windows, macOS, LAN/Wi-Fi, TCP/IP, DNS, and DHCP.
- Performed basic Active Directory administration for 200+ user accounts: including password resets, account access, permissions, and user support.
Customer Service Representative - Team Lead
Conduent (Verizon Wireless Project)
Salt Lake City, UT
04.2010 - 03.2013
- Led and coached 15-member: Tier 1 technical support team, managing escalations and training initiatives that improved team productivity by ~15% and reduced repeat incidents by 20%.
- Trained and mentored: new representatives, fostering a collaborative team environment.
- Implemented process improvements: that streamlined workflows and increased efficiency.
Education
High School Diploma -
Salt Lake Community College
Salt Lake City10-2025
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City10-2027
Skills
- Enterprise Account Management
- Revenue retention
- Churn mitigation
- SaaS / PaaS Product Adoption
- Customer onboarding
- Business reviews
- Cross-Functional Team Leadership
- Cross-Functional Collaboration
- Value acceleration
- Technical troubleshooting
- Windows Support
- MacOS Support
- Active Directory
- TCP/IP, DNS & DHCP
- LAN / Wi-Fi Troubleshooting
- Ticket Queue Management
- Incident management
- SLA management
- User Account & Access Support
- MDM / Mobile Device Management
- Root Cause Analysis
- Cross-Functional Collaboration
Certification
- AWS Cloud Practitioner – In Progress
- LPI Linux Essentials
- CompTIA A+
- Google AI
- ServiceNow
- Google IT Support Professional
- SQL Basics
- Jira Essentials
Timeline
Fulfillment Associate
Amazon
10.2024 - Current
Global Enterprise Advisor/Customer Success
Verizon Wireless
05.2019 - 09.2024
IT Support / Help Desk Contractor
EmployBridge
10.2014 - 06.2018
Customer Service Representative - Team Lead
Conduent (Verizon Wireless Project)
04.2010 - 03.2013
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Salt Lake Community College