University of Brighton

Lycee Francais Charles De Gaulles

Wimbledon College

Platform Architects Team Manager at Zendesk

San Francisco Bay Area

Zendesk

Platform Architects Team Manager

- Ensuring that Zendesk Embeddables are presented as best as possible to customers, prospects, stakeholders.Proactively work with customers and key accounts on enabling them to use more of Zendesk Embeddables.- Develop demonstrations, use cases and technical sales enablement material focused around Embeddables.- Own and scale a brand new demonstration environment for Zendesk Embeddables on web and mobile.- Describe and document platform capabilities for customer, sales consumption.- Create material highlighting unique solution capabilities including demo apps, themes and API integrations.- Own the “competitive analysis” landscape of the Zendesk Platform, SDKs, Apps and APIs.- Provide technical interface between marketing and product to professional services, sales, and solutions consultants.- Provide platform expertise, advice and best practices to internal stakeholders and organize technical sales training.

Embeddables Adoption Manager

- Ensuring that Zendesk product is presented as best as possible to customers, prospects, stakeholders.Proactively work with customers and key accounts on enabling them to use more of the Zendesk platform.- Develop demonstrations, use cases and technical sales enablement material.- Own and scale a brand new demonstration environment for the Zendesk platform on web and mobile.- Describe and document platform capabilities for customer, sales consumption.- Create material highlighting unique solution capabilities including demo apps, themes and API integrations.- Own the “competitive analysis” landscape of the Zendesk Platform, SDKs, Apps and APIs.- Provide technical interface between marketing and product to professional services, sales, and solutions consultants.- Provide platform expertise, advice and best practices to internal stakeholders and organize technical sales training.

Platform Engagement Manager

- Proficient in customer support workflows and Zendesk’s business applications and services offerings. I apply this knowledge to Zendesk customer business needs to design high value services engagements.• Support our Sales team with a focus on large enterprise customers. Lead the development of services proposals, statements of work, and contract negotiations.• Manage partner resources from assignment to completion to ensure the customer has a positive Zendesk experience.• Work with external partner resources to ensure delivery methodologies are consistent with the Zendesk principles.• Manage executive level client relationships and provide team oversight during the delivery of services engagements.• Support account management team with minor customization requests from strategic accounts.• Manage internal customer migrations using internal tools.• Contribute to practice development initiatives through the development and of service offerings, best practices, methodologies, and other intellectual capital.• Team effectively with other parts of the organization, including • Support and Product Management taking the lead to address and resolve customer issues.• Collaborate with Zendesk partners during the sales process and in delivering joint customer engagements.• Host, present Zendesk Bootcamps (<a href="http://zendesk.com/events">zendesk.com/events</a>), teach Zendesk functionality that will further optimise customer & prospect support team efficiency.• Deliver best practices and key concepts to users with any level of expertise - whether they are an experienced user or just getting started.

Senior Customer Enablement Consultant

- Proficient in customer support workflows and Zendesk’s business applications and services offerings. I apply this knowledge to Zendesk customer business needs to design high value services engagements.•  Support our Sales team with a focus on large enterprise customers. Lead the development of services proposals, statements of work, and contract negotiations.•  Manage partner resources from assignment to completion to ensure the customer has a positive Zendesk experience.•  Work with external partner resources to ensure delivery methodologies are consistent with the Zendesk principles.•  Manage executive level client relationships and provide team oversight during the delivery of services engagements.•  Support account management team with minor customization requests from strategic accounts.•  Manage internal customer migrations using internal tools.•  Contribute to practice development initiatives through the development and of service offerings, best practices, methodologies, and other intellectual capital.•  Team effectively with other parts of the organization, including •  Support and Product Management taking the lead to address and resolve customer issues.•  Collaborate with Zendesk partners during the sales process and in delivering joint customer engagements.•  Host, present Zendesk Bootcamps (<a href="http://zendesk.com/events">zendesk.com/events</a>), teach Zendesk functionality that will further optimise customer & prospect support team efficiency.•  Deliver best practices and key concepts to users with any level of expertise - whether they are an experienced user or just getting started.

Customer Enablement Consultant

- Support the sales team with technical pre-sales consultancy relating to API development, third-party integration, advanced software features and HTML creative services•	Act as an escalation point for the inbound support team in resolving advanced customer issues•	Act as an central point for all customer support issues requiring escalation to development and system admin teams, ensuring full investigation has been completed and documented prior to issue assignment•	Support the outbound support team in working with customers to complete API development, third-party integrations and other technical/web creative services•	Be a key contributor to the Pure360 Community site, providing answers to FAQ’s, user guides, video tutorials and other content to help customers resolve their issues and gain maximum business benefit from the PureResponse software•	Deliver internal training to all Pure360 staff on technical and advanced features of the PureResponse software to help continually improve the competency of sales and support staff•	Deliver all ‘web creative’ HTML services for new and existing customers to agreed timescales, including (but not limited to) HTML email templates, signup forms, landing pages and other web creative services.•	Manage the purchase, installation and support of all hardware and software required to deliver the Pure360 business objectives•	Assist the development team in pre-release product testing.•	Support the overall customer services team objectives and dynamic structure by working with your manager to identify training needs and sharing knowledge, and supporting your colleagues in their tasks

Pure360

Support & Technical Services Manager

- Provide technical consultancy for customers- Provide Pre-sales technical consultancy- Provide Internal product training to Pure360 Staff- Contribute to Product help and community support site

Technical Services Manager

Became product specialist, maintains the internal wiki, internal trainer, communicates new development news to Project owners as well as the company. Continuing my previous duties and expanding them further as I joined the company’s development team. I bridge the information between the development team & the rest of the company, informing them of progress and the latest information available.

Product Specialist & Technical Author

Move to second line support, internal trainer, created & maintains the internal wiki. I moved into product support & training which includes training first line support in how to deal with support requests, handling the more complex cases, training staff in new & existing products. I created an internal wiki that is used  an internal & central hub of information from processes to product information & latest news. I produced internal fortnightly newsletters promoting products and useful information.

Second Line Support

Move to first line technical support, helpdesk & desktop support, facilities management,  credit controlI continued my duties in credit control, did on the phone technical support for clients & internal staff.

First Line Support

Customer accounts set-up & training, Helpdesk & desktop support, Facilities management, Accountancy & credit control. I created accounts, did face-to-face or on the phone training with clients on how to use their account as well as managing the outstanding invoices via Sage.

Customer accounts set-up & training / Helpdesk & desktop support

The company has clients such as Network Rail & Royal Mail and arranges for their employees who are interested in getting a tax-exempt home computer through their employers. In a marketing / customer service role which involves taking calls from customers and applying for a computer or consulting them about the package that will suit their needs. Various tolls are used such as, MS Office (Word, Excel, Outlook), online application forms, scheduling delivery of PCs. The role also involved resolving customer queries & complaints, promoting/up-selling products and taking payments.

Futuremedia plc

Customer Service

At the start of 2004 I got a job promotion to fraud prevention officer. Duties included taking incoming calls from branches and credit check their customers' application to possibly identify fraudulent or inconsistent information and money laundering.  Then in 2005 in became Deputy Team Leader for Customer Support Unit / Refinance Department. Duties included reconciliation of accounts, e-mailing daily stats, quality checking, floor-walking & assisting staff with queries, introducing, training & coaching staff to new & current projects, pilots & procedures, organizing the daily plan, people & team management as well as recording staff lateness & sickness.

Lloyds TSB

Deputy Team Leader for Customer Support Unit / Refinance Department

Part-time job to record the frequency of cabs at certain locations and reporting in at the end of the shift.

Brighton & Hove Taxi

Cab Counting

Part-time job working in the building canteen as a kitchen porter.

Southern Water

Kitchen Porter

The Little Fish is a small graphic Design company. I was responsible for projects such as creating manuals for  AMEC Rail. I was offered a permanent part-time position, but it soon conflicted with my exam timetable.I developed team skills as well as individual skills such as planning projects, prioritizing & meeting deadlines.

The Little Fish

Part-Time / Work Experience

I worked for a French catering and delicatessen shop in London.  The shop specializes in fine French foods ranging from patisseries to cheeses and sandwiches. I was a sales assistant in the shop, assisting customers with food products and offering a friendly and pleasant shop. I also worked in the kitchen downstairs as a kitchen porter and helping with food and cooking preparation.Tray Gourmet is also an outside catering business. I worked a as silver service waiter and was responsible for delivering the food and equipment, setting-up the venues, and tending to the needs of the clients and customers.

Greg Dreyfus