Customer Success Management, Solutions Engineer

H I E N N G U Y E N

H

What I would bring to your organization when hired is a contagious and tireless work ethic, experience in a variety of verticals, capabilities of a leader, ability to quickly adapt and a drive for self-improvement. I bring a proven history of driving customer success and business development by utilizing experience in building strong customer relations.

P R O F I L E

C O N T A C T

E x p e r i e n c e

P: 503-***-****

E : adg3ce@r.postjobfree.com

L : www.linkedin.com/in/hnguyen05

S k i l l s

T o a s t I n c .

Senior Technical Support Engineer / Nov 2014 to Jan 2019

• Responsible for escalated customer support cases encompassing a wide range of technical issues.

• Including but not limited to software, hardware, networking, training as well as enterprise level functionality.

• Being a customer advocate addressing churn threats to ensure continued restaurant success.

• Actively being a leader, a resource, and a subject matter and product expert to the support team including training and mentoring.

• Instrumental in scaling support team from 8 support agents to nearly 300 support agents across Oregon, Nebraska, Massachusetts, and Ireland. S p o t O n T r a n s a c t i n c .

Head of Customer Success / Jun 2020 to Current

• Formulated and developed first Customer Success team at SpotOn – Starting from 1 to a team of 10 and continuing to grow and onboard.

• Managed 3 distinct verticals of Customer Success – Key Accounts, Account Management, and Account Retention.

• Building process, procedures, and playbooks around account tiers, retention efforts, account upsells, key account feature requests and cNPS. Managed team OKRs and KPIs to monitor impact and progress.

• Provided customer feedback and sentiment to Product and Development

• Sales teams for new features, products, as well as bug related dev requests.

• Pre-Sales Consultant

• Technical Support

• Customer Success

• Project Management

• Account Management

• Product Analysis

• Team Building

• REST APIs

• HTML, CSS, Javascript

T o a s t I n c .

Senior Solutions Engineer / Jan 2019 to Apr 2020

• Driving business success and customer efficacy by highlighting product features and solutions to a variety of specific customer needs showcasing product value and ROI.

• Product expert leveraging our integration partners and positioning within market in order to generate best possible fit for prospect.

• Utilize Toast REST APIs to consult, qualify, support and certify building custom solutions for third party integration providers.

• Being a part of multiple product launches such as – Toast Employee Cloud, Toast Flex Hardware, Toast Takeout, and Toast Now. Working diligently with product management, product marketing, engineering, and sales enablement teams to ensure alignment with customer expectations, product documentation, and internal training.

Contact this candidate