Amer B.

Technical Account Manager @SOTI

Mississauga, ON, CA

Core Responsibilities:• Serve as the trusted technical advisor for enterprise clients, aligning SOTI solutions with strategic business goals.• Lead onboarding and enablement processes to accelerate product adoption and time-to-value.• Develop and maintain strategic success plans that define key milestones, KPIs, and technical alignment for each client.• Conduct regular business reviews with customer stakeholders to demonstrate ROI, identify risks, and uncover growth opportunities.• Act as a central point of coordination across support, engineering, and product teams to ensure rapid resolution of escalated issues.• Provide proactive account monitoring through analytics, usage trends, and customer health scoring.• Deliver workshops, technical training, and best practice sessions to drive deeper engagement and adoption.• Manage and track customer issues and feature requests, advocating on behalf of the customer to influence product roadmaps- Key Achievements:• Successfully managed a portfolio of high-value enterprise accounts, contributing to a customer retention rate exceeding 95%.• Increased feature adoption by 25–30% through tailored training programs and engagement strategies, resulting in lower support case volumes.• Drove upsell opportunities by identifying usage gaps and aligning solutions with client growth strategies, resulting in expanded revenue.• Reduced onboarding time by 30–40% through streamlined enablement, documentation, and automation.• Improved time-to-resolution on escalated issues by 40–50% via proactive support models and cross-team coordination.• Implemented a customer health scoring model that reduced churn and improved client satisfaction and Net Promoter Scores.

International University for Science and Technology (IUST)

B.Sc, Computer Engineering, 2.94