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Summary
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Highly skilled, accomplished leader with a proven track record of building and scaling global developer-facing enterprise support teams. Adept at overseeing diverse functions, including corporate IT, technical writing, and business and audit support. Highly proficient in developing strategies and processes needed to support API-driven applications, infrastructure, and teams.

Experience
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PAXOS 1
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Head of Customer Enablement, 2021-2024
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Built technical support engineering and documentation programs, collaborating closely with engineering and customer teams to resolve complex technical issues. Developed organizational strategy, ensured delivery against service level agreements. Interviewed and hired all staff. Created new support offerings and documents as demands of business changed 2. Supervised TSEs and Tech Writers.

  • Standardized contracts and service level agreements, ensuring customers could get through contract negotiation quickly and receive consistent support.
  • Rewrote incident response plan and incident management policy, ensuring proper tracking and reporting on all customer-facing incidents. Collaborated with engineering to ensure 100% pager coverage for all customer-facing services.
  • Developed documentation processes and infrastructure to deliver content on docs.paxos.com 3. Maintained content as code and delivered using the company’s standard CI / CD pipeline.
  • Drove 80% reduction in median time to resolution while maintaining customer satisfaction scores above 95%.
  • Maintained employee engagement scores above 90%, consistently 10+ percentage points higher than company average.

COCKROACH LABS
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Head of Technical Support and Corporate Engineering4, 2018-2021

Built a global team of Technical Support Engineers from scratch to deliver 24x7 support for CockroachDB (deployed on premise) and Cockroach Cloud. Developed support offerings for both open-source community and enterprise partnerships.

  • Hired head of corporate engineering and technical support engineers.
  • Ensured delivery against defined service levels 5 for corporate engineering (IT) and TSE organizations.
  • Negotiated service contracts with 20+ enterprise customers, including mission-critical global organizations like JPMorgan Chase.
  • Scaled team and delivered support as company grew from less than $100K to $30M+ ARR.
  • Achieved a consistent customer satisfaction score over 98% and significantly reduced median time to resolution by 70%.

APPNEXUS 6
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Director of Product Support, 2017-2018

  • Oversaw managers of North Americas, LATAM, and South Americas teams 7.
  • Drove rapid improvements in support delivery, achieving +30pp improvement in CSAT. 8
  • Piloted chat support model and practice.

Senior Manager, Monetization Services, 2016-2017

  • Developed monetization analysis runbooks and SOPs, created training curriculum, and defined SLAs for monetization service.
  • Found opportunities and sold-through recommendations, resulting in estimated $7.3M increase in publisher annual revenue.

Senior Manager, Product Support, 2012-2016

Staffed and developed three separate teams with core focus on resolving client issues and delighting customers. Altered business processes to suit needs of organization at distinct stages of development from startup hypergrowth to global IPO readiness. Managed up to 12 full-time employees (FTEs) at any given time.

  • Created AppNexus self-service strategy.
  • Launched AppNexus support portal and knowledge base 9 to all customers.
  • Developed and mentored leadership established support as companywide talent center, and assisted staffing partner groups with top talent.
  • Rolled out job architecture and performance assessment framework to improve clarity, accountability, and performance.
  • Identified KPIs, created reports, and ran monthly business review to monitor and improve organization.
  • Created process and procedure to ensure 100% compliance with 30-minute response SLA 24 hours per day, 365 days per year.
  • Improved customer satisfaction survey response rate by 400%.
  • Ensured consistently high customer satisfaction with average of 4.7+ out of 5 stars across 110K+ individual cases.
  • Built team from staff of one to team of four.
  • Removed three-and-a-half FTEs worth of casework from sales team, allowing them to focus on their core competencies, rather than transactional requests.
  • Collaborated with team to find issues that could be automated or outsourced. Identified, contracted, and trained vendor in Chennai, India.
  • Automated and outsourced two-and-a-half FTEs of work while improving customer satisfaction.

Additional Experience
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St Lawrence Valley Roasters
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Partner, 2023-Present.
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Co-operates family business 10. Created stlvr.coffee online store. Implements pricing changes and marketing campaigns for wholesale and retail businesses, driving 100% increase in revenue YoY.

APPNEXUS
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Product Specialist, 2012
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Engaged with tier one clients, collected product feedback, and acted as technical consultant for unusual and highly technical integrations. Created AppNexus’ support offering, improving client satisfaction and engagement.

MICROSOFT
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Search Account Manager, 2007-2009.
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Achieved +120% of quota in 2009 despite challenging sales environment 11. Won departmental award for growing a highly pro-cyclical client 173% between 2008 and 2009. Facilitated internal reorganization by training senior team members on Excel, adCenter editor, and advanced bid optimization techniques shortly after joining the team. Created custom solutions to complex client problems. Increased traffic by 30%, using only targeting. Mentored two high-achieving team members.

VOLT MEDIA CONSULTING
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Lead, MSN AdCenter Project, 2006-2007.
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Saved Microsoft $80K+ per year in staffing costs by writing business requirements for and managing creation of MS SQL reporting system.

Education
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UNIVERSITY OF ROCHESTER, Rochester, NY
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BA, Philosophy. Magna cum laude with highest distinction in research.

Technical Skills
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Highly experienced supporting distributed systems integrated via RESTful APIs and FIX, as well as distributed databases. Familiar with databases (Postgres, CockroachDB, MariaDB), cloud technologies (AWS, EKS, GCP, GKE and accompanying technologies), common monitoring and logging tools (Splunk, Grafana, Datadog), scripting (Bash, Python). Developed custom tooling using Python and Golang.

  1. A regulated blockchain infrastructure provider, the opposite of fly by night crypto companies. ↩︎

  2. I stood up the Enterprise Support offering for PayPal, built a support offering for channel partners (e.g.: Mastercard), and figured out how to support the launch of PYUSD and the Lift Dollar, among other things. ↩︎

  3. Paxos had no documentation program when I started. I hired the sole team member and together we figured out how to deliver docs as code, with implementation support from Engineering. ↩︎

  4. Corp Eng provided IT services to the organization. Other notable achievements include selecting and rolling out ERP sofware (Crowdstrike) onto all endpoints and creating standard issue intake processes, as well as managing day to day requests for the whole company. ↩︎

  5. I also defined the service levels themselves. Here and at Paxos, I basically wrote all the policies related to Support. For example, the release support policy and CockroachDB support policy. ↩︎

  6. AppNexus was acquired by AT&T shortly after my departure, and its name was changed to Xandr. Following another acquisition by Microsoft, it is now Microsoft Invest ↩︎

  7. This was on the order of 30-40 people, with a leadership team of 5 reporting to me. ↩︎

  8. This was a big achievement given how badly things were going when I started. Ask me about managing through churn. ↩︎

  9. This is now part of the SOP whenever I start at a new company. I built portals and KBs at AppNexus, Cockroach Labs, and Paxos. I usually prefer Zendesk with a tight integration with Salesforce, but Salesforce can be a fine choice if you have developers to support the portal built out and a sane architecture. ↩︎

  10. My uncle (and namesake!) started the roastery in his garage, my brother and I bought it from him when he retired. My brother roasts and does basically everything day to day, I help out with the business and marketing side occasionally. ↩︎

  11. You know, that whole global financial crisis. ↩︎