Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zachary Bailey

Garner

Summary

Results-driven professional with a proven track record in leading engagements for diverse SaaS clients, adept at translating customer goals into actionable plans. Experienced in implementing and managing digital solutions, with a clear understanding of web technologies, analytics, and front-end development. Strong project and time management skills, able to juggle multiple client needs while collaborating effectively with cross-functional teams. Excellent verbal and written communication skills, including exemplary presentation abilities to connect with a diverse audience. Excited to join an innovative team to shape transformative solutions and drive customer success.

Overview

6
6
years of professional experience

Work History

Senior Associate Cloud Delivery Manager

SAS
07.2022 - Current
  • Championed customer experience, serving as the 'voice of the customer' to ensure satisfaction
  • Successfully led end-to-end cloud service projects, including planning, resource allocation, and timeline management
  • Conducted regular service health checkpoints with customers, ensuring alignment with their goals and escalating urgent issues as necessary
  • Identified and implemented process improvements, enhancing service delivery efficiency
  • Collaborated with internal stakeholders to address issues impacting customer health and drive service enhancements
  • Worked extensively with ServiceNow, Jira, Zabbix, and Confluence

Associate Sales Engineer

Pendo
05.2022 - 06.2023
  • Partnered with Commercial/Enterprise Sales teams to deliver tailored platform demos
  • Managed sales cycles and maintained data integrity within Salesforce
  • Consulted clients on technological fits and best practices, enhancing customer trust
  • Delivered white-glove service during Proof-of-Concept trials, fostering strong relationships with stakeholders
  • Facilitated meetings with C-suite executives and cross-functional teams to align on goals
  • Validated customer requirements and oversaw implementation timelines

Sr. Technical Success Engineer

Pendo
04.2020 - 05.2022
  • Achieved a monthly ticket closure rate exceeding ~120 and maintained a 97% satisfaction rating
  • Documented and escalated engineering tickets, collaborating to address customer concerns
  • Trained and mentored team members, enhancing overall team efficiency
  • Advocated as the Voice of the Customer, influencing product improvements
  • Maintained expertise in product offerings, adapting to new releases and issue resolutions

Technical Support Specialist II

Jaggaer
01.2020 - 04.2020
  • Provided exceptional support for Procurement SaaS products, resolving issues effectively
  • Managed and tracked support tickets using Salesforce
  • Delivered timely communication with customers and created detailed documentation for solutions
  • Conducted end-user training sessions to enhance product understanding

Technical Support Specialist

Abrigo
01.2019 - 12.2019
  • Supported customers using web-based products, exceeding weekly support ticket goals by 44%
  • Managed and resolved support tickets efficiently using Salesforce
  • Facilitated communication with customers, product managers, and vendors to address technical challenges
  • Conducted bi-weekly product testing and training for new hires
  • Identified and documented product issues, collaborating with developers to implement fixes

Education

B.S. - Business Administration

Campbell University
Buies Creek, NC
05.2013

Skills

  • Strong relationship building and customer advocacy
  • Exceptional problem-solving and critical thinking
  • Meticulous data collection and documentation
  • Effective time management and multitasking
  • Cross-functional teamwork
  • Enterprise software deployment and configuration expertise
  • Knowledgeable in project management methodologies and tools
  • Project management
  • Technical troubleshooting

Timeline

Senior Associate Cloud Delivery Manager

SAS
07.2022 - Current

Associate Sales Engineer

Pendo
05.2022 - 06.2023

Sr. Technical Success Engineer

Pendo
04.2020 - 05.2022

Technical Support Specialist II

Jaggaer
01.2020 - 04.2020

Technical Support Specialist

Abrigo
01.2019 - 12.2019

B.S. - Business Administration

Campbell University
Zachary Bailey