2023–2026
Aloware
Senior Technical Account Manager (2026) · Technical Account Manager (2025) · Customer Success Manager (2023–2024)
Feb 2023 – Sept 2026 · Remote
Contact-center and CRM software: calling, texting, AI voice agents.
Accounts
- Owned the technical side of a 51-account portfolio: configurations, integrations, compliance, Twilio telephony. Logged 1,050+ client interactions.
- Grew a key account family into one of the portfolio's biggest relationships over three years through technical support, carrier-compliance negotiation and deal structuring.
- Kept a churn-risk account engaged for 15 months through steady, patient relationship work, and turned it into a renewal and expansion instead of a loss.
- Connected Salesforce, DOMO, Zoho, GoHighLevel and Front/SMTP for accounts, turning what each account actually needed into something engineering could implement.
Compliance and telephony
- Handled the compliance investigations that needed someone to dig in, across millions of send records: opt-out handling, A2P 10DLC and Do-Not-Call logic across several accounts, and TCPA-compliant quiet hours for AI voice agents.
- Traced a power-dialer failure stuck at 270,000+ records to its root cause, and separately debugged a recurring SMS-gateway API error on a major account family.
- Managed multi-carrier number porting and 10DLC/TCR registration (Twilio, Lumen, Bandwidth) end to end, including escalating a rejected Branded Caller ID application directly with Twilio's own TAM, and recovering toll-free numbers with 30+ years of continuous service after a carrier lost them.
Tools I built with AI
- A weekly automated compliance pipeline (Python, Node.js, SQL) that reconciles carrier-reputation data against billing entitlements across 94 clients and 15,000+ phone numbers. Won Aloware's internal AI Leverage Award; Engineering adopted it into the core product in 2026.
- A custom MCP (Model Context Protocol) server in Node.js, wrapping a vendor's REST API into 16 reusable tools and packaged as a desktop extension that other TAMs actually use.
- The pipeline (Python/SQL) behind two recurring client reports, agent performance and call-connection rate, so they generate automatically instead of being rebuilt by hand every cycle.
- Production system prompts for client-facing AI voice and SMS bots; one live deployment drove ~2,800 calls to 1,100+ contacts. Also built the tool other TAMs used to audit and author their own bots.
Team and process
- Became the team's technical go-to: helped onboard and ramp up new CSMs and technical hires, and worked directly with Product to share platform knowledge across the organization.
- Organized a cross-functional task force (Support, Engineering, Product) that redesigned the internal bug-escalation process, and presented the results to the executive leadership team, five months into the job.