Apr 2025 – Present · 11 mos

• As a Premium Support Account Manager, I act as the primary point of contact for our enterprise customers, ensuring their technical and business success with Project44’s visibility solutions.
• Own customer relationships through proactive engagement and SLA-driven case management.
• Lead customer calls for issue resolution, product education, and escalations to maintain long-term trust.
• Collaborate cross-functionally with Technical Account Managers (TAMs), CSMs, and Engineering to align strategic goals.
• Identify recurring technical challenges and drive process improvements through data-driven insights and documentation.
• Expand both internal and external knowledge bases by publishing technical notes and customer-facing articles.

Oct 2024 – Mar 2025 · 5 mos

• Promoted to lead complex escalations and mentor junior engineers in delivering high-quality support.
• Took ownership of diagnosing, troubleshooting, and identifying solutions to critical issues.
• Maintained prompt and transparent communication with customers and third-party stakeholders throughout resolution.
• Led customer bridge calls to drive swift resolutions and education sessions.
• Identified potential code bugs, escalated them effectively, and coordinated across teams for permanent fixes.
• Enhanced team efficiency by contributing to best practices and knowledge base content.

Jan 2024 – Sep 2024 · 8 mos

• Delivered technical support to global customers, ensuring minimal disruption and high satisfaction.
• Handled diverse customer issues with ownership, clarity, and technical accuracy.
• Documented findings, created reusable troubleshooting guides, and escalated product bugs as necessary.
• Collaborated closely with Engineering to address complex technical challenges efficiently.