Customer Success Solutions Architect

Jeremy Pihl

916-***-**** ******@********.*** Elk Grove, California

SUMMARY

Seasoned Enterprise Customer Success professional with 21 years of IT and solutions architecture expertise. Proven success in driving customer adoption, retention, and expansion within enterprise environments, specializing in cybersecurity and strategic client management. Adept at building high-level relationships, ensuring value realization, and fostering innovation-minded teams in complex technical landscapes.

WORK EXPERIENCE

Coda.io Remote

Strategic Customer Success Manager Mar 2022 - Oct 2024 Engineered bespoke Coda solutions to enhance cross-functional collaboration and streamline client system integration, leading to improved workflow efficiency Established robust adoption frameworks to guarantee secure integrations and regulatory compliance, enhancing client trust and satisfaction

Formulated and deployed strategic growth plans, significantly expanding Coda's presence and catalyzing transformative change in client operations Apple, Inc. Elk Grove, California

Solutions Engineer Jan 2014 - Jan 2022

Orchestrated the creation of market-specific support initiatives, enhancing customer satisfaction and promoting innovation across multiple business domains Forged and nurtured vital connections with Account Managers, enhancing team cohesion and driving significant market expansion in the Northeast region Exhibited mastery in customer service and technical support, consistently outperforming expectations and garnering acclaim for remarkable accomplishments Boom Consulting Orlando, Florida

Principal Solutions Architect Jan 2012 - Jan 2014

Spearheaded the development of a managed services platform, streamlining client support processes and enhancing overall system performance

Enhanced support capabilities through the introduction of new upgrade and replacement protocols, improving system reliability and client experience Directed comprehensive IT infrastructure management for a four-state region, enhancing security measures and optimizing operational workflows

Max Your Macs Orlando, Florida

Solutions Architect & Engineer Jan 2009 - Jan 2012 Led the design and execution of comprehensive cybersecurity strategies, fortifying client defenses against emerging threats and optimizing network efficiency Overhauled the technical team training methodology, focusing on targeted skill enhancement to drive superior project outcomes and foster long-term client partnerships Provided expert IT consulting and comprehensive site evaluations, reinforcing the company's status as a trusted technology advisor and driving long-term client success DataOne Networks Ocala, Florida

Solutions Architect & Engineer Jan 2007 - Jan 2009 Engineered strategic retainer agreements and tech solutions to fortify enterprise client relationships, enhancing business sustainability and fostering long-term partnerships Transformed complex market insights into actionable sales strategies, enhancing long-term client success and fostering sustainable growth across varied market segments Synergy Network Solutions Boca Raton, Florida

Owner Jan 2004 - Jan 2007

Implemented comprehensive IT infrastructure solutions, enhancing organizational efficiency and fostering seamless collaboration across 5 key business units Designed forward-thinking technology roadmaps, empowering clients to leverage emerging trends and maintain leadership positions in their respective industries Kerzner International Ft. Lauderdale, Florida

System Engineer Jan 2005 - Jan 2006

Executed seamless Exchange 2003 migration for senior leadership, enhancing operational continuity and modernizing communication infrastructure

Led critical user migration initiative, ensuring uninterrupted workflow and fostering a more integrated work environment across departments

Coral Ridge Ministries Ft. Lauderdale, Florida

System Engineer Jan 2003 - Jan 2005

Designed and launched an intuitive knowledge base platform for Windows desktop support, empowering users to independently resolve common issues and streamlining organizational workflow EDUCATION

U.S. Army 369th Signal Battalion

Certification, Network Switching Systems Operator/Maintainer CERTIFICATIONS

Apple Certified Technical Coordinator

Certified by: Apple

Apple Certified Associate

Certified by: Apple

Apple Certified Specialist in Security and Mobility Certified by: Apple

Apple Certified Support Professional

Certified by: Apple

Microsoft Certified Professional

Certified by: Microsoft

SKILLS

Systems Integration Customer Adoption Customer Metrics Account Management Sales Engineering Upsell and Cross-sell Product Adoption Customer Lifecycle Customer Success IT Infrastructure Management Subscription Management Renewal Management Technical Product Knowledge Network Security Solution Architecture Enterprise Customers Enterprise Accounts Enterprise Integration Cybersecurity Technical Sales Strategic Client Relationship Management

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