At Balsamiq, I managed enterprise and self-serve customer relationships end to end, maintaining roughly 97% CSAT and a reseller-client renewal rate above 90%. I resolved 200+ technical inquiries weekly, reproduced bugs with actionable engineering context, and proactively addressed account-health risks before renewal conversations.
Previously at vzaar, I was the sole technical resource for the U.S. market, supporting 100–200 accounts including enterprise customers. I troubleshot APIs, CDN configurations, video player customizations, and encoding issues, used SQL daily to investigate production data, and partnered with sales on 50+ technical demos and proof-of-concept implementations.
I build documentation, training programs, and video tutorials that help customers succeed at scale. My background also includes technical management, business development, alliance management, consulting, and remote work across SaaS, technology, and hospitality.
