Technical Account Manager

Hard Skills

- Cloud Solutions & SaaS Platforms (AWS, Azure, Google Cloud)

- API integrations & Data Migration

- SaaS onboarding & Adoption Strategies

- Customer Success Metrics & Analytics

- Incident Management & Troubleshooting

- CRM & Support Ticketing Tools (Salesforce, Zendesk)

- Technical Documentation & Knowledge Base Development

- Security & Compliance Standards (GDPR, SOC2)

Soft Skills

- Excellent Communication & Presentation

- Strategic Problem Solving

- Empathy & Client Advocacy

- Cross-functional Collaboration

- Adaptability & Continuous Learning

- Negotiation & Conflict Resolution

*Senior Technical Account Manager*

**CloudSphere Technologies**, San Francisco, CA

June 2022 – Present

- Serve as the primary technical point of contact for over 40 enterprise clients, overseeing onboarding, product training, and adoption.

- Collaborate with product teams to relay customer feedback, leading to the development of new API functionalities that improved integration efficiency by 25%.

- Developed customized success plans that increased customer retention by 15% year-over-year.

- Lead quarterly business reviews, translating complex technical metrics into strategic insights for C-level stakeholders.

- Managed a team of 3 junior TAMs, fostering knowledge sharing and professional growth.

*Technical Account Manager*

**DataSync Solutions**, Los Angeles, CA

March 2017 – May 2022

- Managed onboarding and support for SMB and mid-market clients utilizing cloud data integration tools.

- Initiated proactive health checks that reduced support ticket escalations by 20%.

- Coordinated cross-team efforts to troubleshoot technical issues, achieving an average resolution time of under 24 hours.

- Created comprehensive onboarding guides and tutorials, increasing client onboarding success rate from 85% to 95%.

*Customer Success Associate*

**InnoTech SaaS**, San Diego, CA

January 2015 – February 2017

- Supported account managers with technical onboarding for new clients.

- Developed documentation for API troubleshooting and workflow customization.

- Conducted training webinars on platform features, increasing user engagement metrics.

**Bachelor of Science in Computer Science**

University of California, Berkeley, CA

*Graduated May 2014*

- AWS Certified Solutions Architect – Associate (2023)

- Certified Customer Success Manager (CCSM) Level 2 (2022)

- ITIL Foundation Certification (2021)

**Client Data Platform Migration Initiative**

Led a cross-functional team to migrate a major client’s entire data ecosystem to AWS, successfully completing the project two weeks ahead of schedule. Developed detailed migration documentation, minimizing downtime and ensuring compliance with security standards.

**Customer Feedback Analytics Dashboard**

Designed a real-time analytics dashboard integrating API data from multiple SaaS platforms, enabling clients to visualize usage benchmarks and identify adoption gaps, resulting in a 12% increase in product engagement.

- Salesforce, Zendesk, Gainsight

- AWS, Azure, GCP

- JIRA, Confluence

- Tableau, Power BI

- RESTful APIs, OAuth, SAML

- Docker, Kubernetes

- English (Native)

- Spanish (Professional Working Proficiency)