Grant Merrill

Partner Success Engineer

Expedia•  December 2022 - May 2023

● Confirmed and published final distribution of external facing Expedia branded communications increasing customer confidence and streamlining Expedia communication distribution. ● Researched critical infrastructure and created training materials for the team to leverage it for templating efficiency and 100% increase in partner use of the tool. ● Managed partner access to design tools for external communication ensuring that role based access was correctly provisioned and unintentional changes to templates were prevented. ● Diagnosed and reported technical issues to engineering for critical communications infrastructure preventing disruption in partner productivity.

Customer Success Engineer

Sprig•  June 2021 - September 2022

● Resolved over 900 Customer Support issues such as API configuration, issue escalation, and product best practices contributing to a 5x increase of ARR. ● Activated over 20 customers, helping them realize the value of the product and resulting in repeat purchases with an NRR no lower than 101%. ● Conducted multiple demonstrations of the product, leading to deals increasing ARR by at least $25k. ● Guided a client installation in spoken French during two 45 minute sessions,resulting in the client becoming a power user and product evangelist.

Senior Customer Success Engineer

Tray•  April 2019 - June 2021

● Closed over 1000 tickets, or about 44% of all customer support requests during tenure on subjects including how to configure an API service or set up parallel processing threads. ● Implemented 3 client projects including a bidirectional solution syncing Salesforce service desk to a Jira system in 80 hours to maximize new customers’ ROI with our product. ● Integrated company Zendesk with Salesforce and Slack causing a 70% decrease in first response time. ● Synced client records between Zendesk and Salesforce and forwarded Slack notifications to Account Managers to increase support staff efficiency and company support ROI. ● Presented a seminar on product best practices involving parallel processing of large data sets to 23 clients, which was viewed over 300 times.

Solution Engineer

Wipro Technologies•  November 2017 - April 2019

● Presented in-house developed solutions to C level executives from a range of industries including Levis, Oracle, Chevron to show potential business opportunities with Wipro. ● Built an AR app in Unity to demonstrate remote learning possibilities for heavy machinery operators. ● Created a Node.js server that used a motion input device to control a robot arm to show how this type of solution could be deployed quickly. ● Launched a server powering a dashboard for 3D printer control with Node and serial port sockets demonstrating potential remote control possibilities for industrial 3D printers. SKILLS