Zachary Bailey
Garner,NC
Summary
Results-driven professional with a proven track record in leading engagements for diverse SaaS clients, adept at translating customer goals into actionable plans. Experienced in implementing and managing digital solutions, with a clear understanding of web technologies, analytics, and front-end development. Strong project and time management skills, able to juggle multiple client needs while collaborating effectively with cross-functional teams. Excellent verbal and written communication skills, including exemplary presentation abilities to connect with a diverse audience. Meticulous Senior Associate knowledgeable about project management and team leadership. Bringing 7+ years' experience in Technology.
Overview
6
6
years of professional experience
Work History
Senior Associate Cloud Delivery Manager
SAS
07.2022 - Current
- Lead charge in championing customer experience, embodying the 'voice of the customer' across all interactions and ensuring their satisfaction was at the forefront of service delivery
- Successfully manage cloud service projects from initiation to completion, including project planning, resource allocation, and meeting project timelines and budgets
- Conduct regular managed application service health checkpoints with customers to ensure they are achieving their desired outcomes and provide attention and escalation for urgent issues during customer lifecycle
- Drive process optimization and service enhancement by identifying opportunities for improvement and implementing best practices for service delivery
- Maintained effective communication with internal stakeholders, creating awareness of issues impacting customer health and providing relevant input and feedback for continual service improvement
- Maintain profit margin above 65% on main account
- Work extensively in Service Now, Jira, Zabbix, and Confluence
Associate Sales Engineer
Pendo
05.2022 - 06.2023
- Collaborated with Commercial/Enterprise Sales teams to conduct demos of Pendo platform
- Maintained sales cycles and ensured clean data management within Salesforce
- Provided consulting services to clients and prospects, advising on technological fits and best practices
- Delivered white-glove service during Proof-of-Concept trials, establishing strong customer relationships
- Facilitated meetings with C-suite executives and cross-functional teams
- Validated prospect requirements and managed implementation timelines
- Maintained above 80%-win rate on converting new prospects
Sr. Technical Success Engineer
Pendo
04.2020 - 05.2022
- Achieved a monthly ticket closure rate exceeding ~120 and maintained a 97% satisfaction rating
- Logged and documented Jira tickets for engineering, escalating customer issues as necessary
- Collaborated with Engineering, Customer Success Managers, and other teams to address bugs and customer concerns
- Trained and mentored team members on efficient techniques and customer communication
- Served as the Voice of the Customer, advocating for their needs
- Demonstrated expertise in Pendo's product offerings and continuously updated knowledge on new releases and issue resolutions.
Technical Support Specialist II
Jaggaer
01.2020 - 04.2020
- Provided customer support for Procurement SaaS product, resolving issues and answering inquiries
- Utilized Salesforce to document and track support tickets
- Ensured timely and effective communication with customers via phone support
- Created comprehensive documentation on solutions and provided end-user training.
Technical Support Specialist
Abrigo
01.2019 - 12.2019
- Supported customers utilizing company web-based products, exceeding weekly support ticket goals by 44% on average
- Managed support tickets through Salesforce, ensuring accurate and timely resolution
- Communicated with customers, product managers, and vendors to troubleshoot technical issues
- Tested new product implementations bi-weekly and conducted training sessions for new hires
- Identified and documented product issues, collaborating with development team for resolution.
Education
B.S. Business Administration -
Campbell University
Buies Creek, NC05.2013
Skills
- Exceptional problem-solving skills
- Excellent communication
- Meticulous data collection and documentation
- Time management
- Collaboration tool expertise
- Fundamental Programming concepts (ex SQL, JavaScript, HTML, Python)
- Project Coordination
- Project Management
- Relationship Building
Timeline
Senior Associate Cloud Delivery Manager
SAS
07.2022 - Current
Associate Sales Engineer
Pendo
05.2022 - 06.2023
Sr. Technical Success Engineer
Pendo
04.2020 - 05.2022
Technical Support Specialist II
Jaggaer
01.2020 - 04.2020
Technical Support Specialist
Abrigo
01.2019 - 12.2019
B.S. Business Administration -
Campbell University
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