Dustin Lim

Experience

1. Technical Account Manager

   Salesloft

   Sep 2021 — Present · Atlanta, GA, US

   Customer-focused technical manager with extensive experience in managing enterprise accounts, resolving technical issues and enhancing customer satisfaction through collaboration and procedural improvements-Managed comprehensive technical issues, including dozens of escalations for strategic clients, overseeing incident resolution, and communicating with all levels of customer organizations, from C-suite, Technical PMs, and end users-Collaborated with engineering and product teams across time zones to drive down TTR for critical bugs by 40%, helping to shape the feature roadmaps informed by client requests-Facilitated weekly alignment meetings with customer technical program managers to review outstanding issues through Salesforce dashboards and refine support strategies-Developed internal Salesforce Dashboards to track case trends and maintain transparency related to SLAs, CSATs, TTR and Jira watchlists for TAMs-Achieved a 70% reduction in monthly case volume by implementing proactive process improvements and thorough documentation-Created escalation process for TAMs, including documentation with detailed steps, templates, and FAQs-Scaled the Technical Account Management team by 300% in two years by establishing on-boarding processes and documentation and meeting weekly with new hires to go over case handling, dashboard reporting and effective communication-Managed multiple technicall projects including email proxy server changes, CRM integrations for custom CRM setups, security incident remediation, and more.

Education

• Valdosta State University

  Bachelor of Arts (B.A.), Sociology and Anthropology

  2004 — 2009

• Coffee High School

  College Prep +, General Studies

  2000 — 2003

Skills

• Research
• Microsoft Office
• Sales
• Microsoft Word
• Management
• Leadership
• Operations Management
• Training
• Powerpoint
• Microsoft Excel