Hello,
my name is Joshua and I ️ Sales Engineering!
About Me
• Prospecting
• Relationship Development
• Solution Design
• Transparent Communication
• Transparent Communication
• Project Management
• Creativity & Innovation
• Training & Mentorship
• Motivational Leadership
Experiences
Intercom
05/20223-Present
Sr. Technical Enablement Manager
Spearheading technical enablement initiatives across Sales Engineering, Onboarding, Customer Success, and Partnership teams. As the first Technical Enablement Manager at Intercom, I drive revenue growth and retention by fostering interdepartmental collaboration, streamlining processes, and empowering teams with the knowledge and tools needed to excel in a dynamic SAAS environment.
Articulate
09/2021-02/2023
Sales Engineer Manager
Acted quickly to hire, onboard, and develop the skills of two Sales Engineers. Tracked performance and progress via 1:1 meetings. Enabled the company’s sales engineering team to scale capabilities. Improved the size and win-rate of deals within the first year.
Joined a group of stakeholders to devise a solution to stakeholder engagement during calls/meetings. Eliminated the guesswork out of inviting the correct team by rolling out a new process with backend automation. Saved the sales team members’ mental load and time for more meaningful tasks.
Enabled the sales enablement team to move toward a more proactive approach when customers needed to merge accounts. Drafted a one-pager and accompanying video for administrators to review the proper steps to take for a clean data merger. Reduced the number of customer-facing issues by 80%.
Articulate
09/2020-09/2021
Sales Engineer
Pioneered the Sales Engineering organization and served as the sole Sales Engineer to support two SAAS products globally across multiple verticals. Earned MVP of the Revenue department by peer nomination. Assisted in closing a large number of deals within the first year.
Aligned the sales and technical departments with knowledge related to products/solutions. Created online training courses and facilitated training courses via Zoom. Incorporated the training as part of standard onboarding.
Met with customers and supported development for two sought-out Salesforce integrations. Enabled stakeholders to understand what customers were asking for and the monetary impact of the features. Developed alternative authentication methods for users without email addresses. Gained an understanding of a large, frustrating customer issue related to bugs and errors. Regained trust by prioritizing bug/issue resolution with the support team. Saved the account and avoided a $70k ARR loss.
Articulate
06/2018-09/2020
Senior Technical Support Engineer
Proactively identified that the client services team was not adhering to the company’s data retention policies. Audited and extensively mapped the flow of customer files throughout various systems. Built API-based automation using Python scripts that automatically purged data according to the policy. Ensured compliance with GDPR standards.
Constructed a unified set of internal tools that matched the functionality of sites. Incorporated processes for utilizing the tools that integrated into the Salesforce solutions database. Enabled the use of unified, branded solutions for the client services team to use when diagnosing customer issues. Restored customer trust and satisfaction.
Partnered with a top client to understand why a large number of files were being corrupted. Turned around a negative situation and secured further business with the client.
Alchemer
06/2017-06/2018
Technical Support Lead
Met with a customer to understand use cases and frustration, enforce support policies, and set up a plan to ensure future technical support. Led a team of five Technical Support Engineers that assisted in avoiding future escalations with the customer. Restored confidence and the customer’s business.
Partnered with the engineering teams to set up test LMSs and with customers to implement the new system/feature. Successfully closed multiple large deals tied to the use of the feature.
Alchemer
03/2016-06/2017
Technical Support Engineer
Quickly and effectively responded to inbound support inquiries. Educated customers on the best practice to utilize the app, brainstormed creative workarounds, gathered feedback, and properly filed bug requests.
Acted as the subject matter expert for SSO, SSL, APIs, and LMSs. Contributed frequently to strengthening an internal knowledgebase.
Hobbies
Torah
Micro Electronics
Programming
Skateboarding
DIY
Rock Climbing
Home Improvement
Funtivities
Front-End Design
Learning
Contact
Hard Skills
HTML
CSS
JavaScript
Python
API
SQL
Beginner
Proficient
Expert
Master
Languages
English
Portuguese
Hebrew
Education & Certifications
-
2007
The Art Institute of Colorado
Associate of Applied Science in Commercial Photography. Relevant Studies: Advertising, Marketing & Communications, Web Design
-
2016
John Hopkins University - Via Coursera
HTML, CSS, and Javascript for Web Developers
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2018
University of Michigan - Via Coursera
Python - Web databases, web data and data structures
-
2022
Challenger Fundamentals - Core Sales Skills
Advanced Sales Skills, Taking Control Of The Buying Journey
-
2023
Google Cloud Fundamentals for AWS Professionals
Load Balancing, Google Cloud Platform, Cloud Computing
-
2023
The Complete SQL Bootcamp - Udemy for Businees
PostgreSQL, pgAdmin
-
2023
Sales Enablement - Hubspot Academy
Marketing-driven sales enablement strategies
Prior Appointmnets
Crocs
2015-2016
Customer Support Rep
The Old City
2014-2016
Co-Founder & Executive Director
Joshua Crigger Photography
2005-2014
Owner & Lead Photographer