Wesley Cox

About Wesley Cox

Bring leadership skills with strong technical ability to support sales and customer satisfaction.• Anticipate challenges within the process to maximize success.• Demonstrate aptitude for creative, unorthodox solutions to problems and inefficient processes.• Connect with customers and employees through trust and communication.• Seek opportunities to teach, mentor and engage employees and customers.• Streamline processes to reduce labor costs while increasing productivity and revenue.• Search for new ways to accomplish tasks while maintaining high standards.• Combine objective perspective with focus on due diligence process to minimize risks and achieve goals.COMPETENCIES• Engineering support management• Customer operations management• Team performance management• Cross-functional team leadership• Creative problem solving, decision making• Innovation, futuristic thinking• Workflow process improvement• Technical stack design consulting• Troubleshooting, conceptual thinking• Hiring, development, coaching• Business operations SaaS products• Customer training and support• AWS, Linux server, Python, node.JS• MySQL, PostgreSQL, Redshift• Cloud data engineering• BI tools, data visualization, Domo, QuickSight

Experience

1. Senior Technical Account Manager (Remote)

   ServiceTrade

   May 2022 — Present · Raleigh-Durham-Chapel Hill, NC, US

   Work directly with medium and enterprise businesses and provide project management leadership and strong technical skills for this growing B2B software firm catering to fire protection and commercial HVAC service companies.• Defined and developed new subscriber-based TAM (technical account manager) offering and hired and trained support team of four technical account managers and one account coordinator. Increased predictive annualized recurring revenue (ARR) from $0 to in year one with 98% first-year renewal retention. Positioned TAM subscriber product as top revenue generator for ancillary offerings.• Provide direct support for 15 accounts and subject matter expertise and mentoring support to junior TAMs for 100 accounts. Solve customer/user technical problems involving process automation, website integration, business intelligence and cross-platform integration. Provide technical stack consulting to solve customer technical challenges (CRM, ERP, etc.).• Partner closely with account management sales team to build and support processes for lead generation and closing deals.

Education

• North Carolina State University

  Postgraduate Degree Program, Computer Science

  2011 — 2012

• North Carolina State University

  Bachelor of Science - BS, Biomedical Engineering

  2004 — 2008

Skills

• Time Management
• Management
• Team Building
• Microsoft Office
• Sales
• Mac Os
• Sourcing
• Ilife
• Customer Satisfaction
• Training
• Troubleshooting
• Customer Service
• Iphone
• Iwork
• Computer Hardware
• Microsoft Excel
• Ios
• Merchandising
• Social Networking
• Os X
• Customer Experience
• Leadership
• Microsoft Word
• Team Leadership
• Social Media
• Research
• Inventory Management
• Retail
• Mac
• Cross-Functional Team Leadership