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@michaelcaiati
Results-driven Technical Account Manager with SaaS expertise.
I am a results-driven Technical Account Manager with over six years of experience in SaaS, customer success, and technical support. My expertise lies in managing enterprise accounts, optimizing product adoption, and providing strategic technical guidance to enhance customer satisfaction and retention. I have a strong background in API integrations, troubleshooting, and stakeholder collaboration, which allows me to bridge the gap between technical solutions and business needs.
During my tenure at Twilio, I acted as a technical liaison, delivering strategic customer support and minimizing downtime while enhancing system reliability. I diagnosed RESTful APIs and integrations, resolving complex technical issues and collaborating with cross-functional teams to improve customer satisfaction. My previous role at iCIMS as a Senior Technical Support Engineer further honed my skills in providing customized solutions and leading client satisfaction initiatives.
I am passionate about mentoring junior team members and developing training materials to ensure a knowledgeable workforce. My educational background includes a B.A. in Communication Studies from Pace University, where I graduated magna cum laude, and a Full Stack Coding Bootcamp from Rutgers University, equipping me with the technical skills necessary to excel in my field.
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Work history, roles, and key accomplishments
Twilio, Inc.
Oct 2021 - Aug 2023 (1 year 10 months)
Acted as a technical liaison to deliver strategic customer support, minimize downtime, and enhance system reliability. Diagnosed RESTful APIs and integrations, resolving complex technical issues and collaborating with cross-functional teams to improve customer satisfaction.
iCIMS
Feb 2018 - Oct 2021 (3 years 8 months)
Provided technical support for iCIMS platforms, delivering customized solutions. Researched and resolved technical issues in collaboration with engineering teams and led client satisfaction initiatives for key enterprise accounts.
USI Affinity
Jan 2015 - Jan 2018 (3 years)
Processed and activated policies, ensuring compliance with firm standards. This role involved attention to detail and adherence to regulatory requirements.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Communication Studies
Grade: magna cum laude
Graduated magna cum laude with a Bachelor of Arts in Communication Studies, focusing on effective communication strategies and media studies.
Coding Bootcamp, Full Stack Development
Completed a Full Stack Coding Bootcamp, gaining skills in web development, programming languages, and software engineering principles.
Software and tools used professionally
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