Laravel

Support Engineer and DevRel

Help Scout

- Built and grew resources, documentation, and PoC demos for the AE and AM teams as the sole / founding Solutions Engineer. This included 18 different professional short form videos, highlighting out-of-the-box integrations and implementations, created to be repurposed and shared by the AEs/AMs in addition to over 40 response videos answering one-off questions.

- Assisted with the creation and execution of the Professional Services arm of Help Scout, which included technical assistance, custom implementations, and migrations and imports for over 30 customers, leading to an additional $60,000 in revenue over the course of 6 months. Additionally, the assistance given to the AM team helped drive $250,000+ in renewals from churn-risk customers.

- Completed an average of 6 security questionnaires per month to help speed up the deal cycle of incoming and renewing deals.

- Increased close rate across the entire company by 24% on all Mid-Market and Enterprise deals and 17% on all SMB deals through educating the sales team regarding what deals I would be most helpful on, crafting solutions on calls, and communicating next steps to purchasers, technical contacts, and a variety of other personas.

Founding Solutions Engineer

Formstack

- Prepared video and written content and provided comprehensive technical demos to partners and potential clients on a weekly basis.

- Consistently improved amount of deals closed with a close rate of ~60% on deals with complicated technical implementations and solutions. 

- Worked with Formstack s platform of products to provide solutions for 80 new clients each month with needs that included 3rd Party API integration, existing custom frameworks, Salesforce, and JavaScript assistance.

- Led 8 different customer-centric webinars, spanning across a variety of topics and skill levels, ranging from Salesforce Automation to fetching data with serverless functions.

Solutions Engineer

- Became a product expert in the Formstack for Salesforce product space, helping answer extensive questions across a variety of teams and assisting in current and potential client tickets. These internal teams included sales, partner development, customer support, and customer success. I handled escalations and long-standing ticket communication.

- Improved product CSAT ratings and Salesforce AppExchange ratings with an average of over 40 tickets solved each month and an average personal CSAT rating of 95%.

- Orchestrated and executed better video documentation for the Formstack for Salesforce app with over 7 different in-depth training videos produced.

Customer Support Specialist, Salesforce App

Packlane

Prepress Technical Engineer

Moody Global Ministries

Web Content Specialist

Helping people help people.

I'm a father, husband, and serial tinkerer with a passion for people, product, and problem-solving.

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