Tim McMacken

Sr. Technical Customer Success

OpenInvest•  October 2017 - June 2019

➤ Reported to the CTO and led weekly meetings on client support needs with CTO and Sr engineering team for JIRA prioritization. ➤ Face of the company for B2C interactions, providing front line support for clients comprising$12MM assets under management ➤ Led financial education and technical demonstrations of products for prospective accounts ➤ Worked with the head of product on UX/UI improvement roadmap ➤ Built Zendesk internal knowledge base, macros, slack integration, reporting, and automation/triggers ➤ Rebuilt external FAQ

Sr. Technical Client Support

Molekule•  April 2017 - October 2017

➤ Worked directly with the engineering team and C-suite while advocating for the end-user at a hardware startup ➤ Built the support team from 1 individual to 11 during a 4x user growth period ➤ Led customer education on the science and efficacy of a medical-grade air purification system ➤ Built out weekly reporting dashboards and utilized Zendesk and Freshdesk for customer support through social media, email, chat, and phone

Technical Customer Success

DemandForce•  November 2015 - April 2017

➤ Managed a territory of over 700 medical offices, and provided; live product training, pro-active outreach on with a focus on essential feature use, and churn reduction through brand consultation and QBRs. A close relationship with the sales team helping to build their book through referrals and upselling existing accounts. ➤ Conducted onboarding for new accounts and first touch training for existing accounts with a focus on setting best practices, integrating the client early on how to best use the product. Conducted scheduled follow-ups over the first 90 days of the account lifecycle, consistently fostering product adoption ➤ Acted as the brand consultant for inbound small business calls. The focus was placed on each account getting the most out of our platform through optimizing settings and having engaging conversations about their end-goals, needs, and desired quarterly outcomes. ➤ Embodied front line support on technical issues for my accounts; including integration support, server troubleshooting, communications errors, and end-user functionality. ➤ Intensive use of Salesforce with Gainsight to hone in on the key product features leading to vertical-specific calls to action to increase customer retention. ➤ Proactive with at risk and pre-cancellation accounts utilizing consultative calls to improve the understood value of the platform.

Holberton

Computer Science, Technical / Vocational•  January 2020 - January 2022

Full Stack software engineering with a focus on C, Python, HTML/CSS, JavaScript, and LAMP Stack Project-Based hybrid approach to computer science education Accelerated pacing with individual and small team projects