Enterprise post-sales is where complexity lives.
I've spent 12 years making it manageable.
Technical account leader and enterprise customer success professional with 12 years of experience helping Fortune 500 and enterprise SaaS customers activate platform value, overcome technical blockers, and maintain confidence through high-stakes situations. Known for turning recurring blockers into playbooks, proactive monitoring, and knowledge assets that improve adoption, account health, and long-term platform value.
Built inside the machine. Ready for what's next.
Most enterprise CS leaders can manage a complex account. Most AI builders have never managed one. I've spent twelve years doing both.
Most TAMs learn enterprise SaaS from the outside. I learned it from the inside — first as a Technical Account Manager and then Principal Technical Account Manager running a portfolio of Fortune 500 accounts worth millions annually, and most recently as Sr. Principal Technical Support Analyst and Tier 3 Escalation Lead for the most complex Eloqua environments in the ecosystem.
That means I didn't just manage accounts. I built the frameworks a major enterprise SaaS TAM organization used to track account health and run escalation response. I've seen more failure modes, edge cases, and architectural anti-patterns than most practitioners will encounter in an entire career.
Before Oracle, I spent four years at IBM Canada as a System Support Specialist, Analyst, and SME — standardizing 5,000+ legacy configurations, conducting security compliance audits, managing 70+ technical tickets per day, and building the process maps and training materials that kept the team running efficiently.
Before that, seven years at Symcor as a Production Support Officer — leading a 15-member team serving Canada's major financial institutions, managing workflow optimization and performance, and running the training and quality programs that reduced errors and improved team output.
12 years inside enterprise SaaS at Fortune 500 scale.
What stays constant across every role: I translate customer goals and technical blockers into measurable outcomes. I communicate clearly with both technical teams and executive stakeholders. And I turn what I learn in one engagement into playbooks, monitoring, and knowledge assets that make the next one faster and more consistent.
I'm also an AI-native builder — not just an AI user. I've built multi-agent orchestration systems, cross-system data consolidation tools, and AI diagnostic workflows that reduced manual investigation time by 30%. I treat AI as a high-trust collaborator, and I know when not to automate just as well as when to build.
The Pattern Intelligence Framework
How deep expertise turns signal into action — before anyone else sees the problem.
Pattern Recognition
Seeing what the data isn't showing — yet. Recognizing when something is off before the ticket queue confirms it.
- •Identified the same CRM integration failure pattern across 7 enterprise accounts before any single account escalated it
- •Spotted cloud infrastructure migration (OCI Gen 2) risk signals in 100+ environments during audit — intervened before disruptions occurred
- •12 years of Eloqua failure modes, edge cases, and architectural anti-patterns as the diagnostic foundation
Pattern Creation
Systematizing the solution so it scales beyond the individual instance.
- •Built a 6-metric account health framework adopted org-wide across a major enterprise SaaS TAM organization
- •Created a structured account recovery playbook — adopted as the standard across the team
- •Developed cross-portfolio issue identification methodology after a systemic campaign-blocking issue
Pattern Utilization
Operationalizing patterns into tools, workflows, and outcomes that deliver measurable, reproducible results.
- •Multi-agent orchestration system (supervisor/worker pattern) — 30% reduction in manual investigation time
- •Cross-system data consolidation tool built with Codex — REST and Bulk API calls with no native integration
- •4-hour executive communication cadences during peak escalation windows — built trust at the C-suite level
"I don't just solve the problem in front of me. I build something that prevents the next ten."
Five areas where I can be useful on day one.
Not a services menu. A map of where 12 years of depth actually lives.
Enterprise Technical Account Management
Fortune 500 portfolio management, QBRs, EBRs, at-risk recovery, stakeholder alignment from architects to C-suite.
AI-Native Workflow Development
Multi-agent orchestration, AI-assisted diagnostics, custom tooling — built and shipped, not just theorized.
Escalation Leadership & War Room Management
Tier 3 enterprise escalation, structured war room leadership, 4-hour executive communication cadences, engineering coordination.
Platform Deep Expertise (Oracle Eloqua & CX Cloud)
All Eloqua modules, every integration pattern, CRM sync, deliverability, compliance, API architecture — 12 years of edge cases.
Account Health Frameworks & Recovery
Systematic health monitoring, structured recovery playbooks, churn prevention — adopted across an enterprise organization.
Three examples. Real problems. Honest outcomes.
A Systemic Campaign-Blocking Issue.
One customer's recurring failure became a product-level fix for dozens.
A Fortune 500 customer filed 10+ support requests for the same CRM integration issue over three months. Tickets were piling up. Renewal was at risk. The escalation team had treated each ticket as a standalone problem — fighting the symptom, never finding the disease.
Rather than opening ticket eleven, cross-referenced the issue pattern across the full portfolio. Found dozens of support requests with the same underlying condition across other enterprise accounts. Built a data-driven case — correlating customer sentiment scores, ticket volume, and business impact — and presented it directly to the vendor's Product team with a structured argument for a native fix.
Pattern recognition across complex systems. Data-driven product advocacy. Customer retention under renewal pressure.
"A platform-level fix was shipped. The original customer's renewal was saved. The diagnostic methodology for identifying cross-portfolio patterns was adopted as standard practice."
The Cloud Infrastructure Migration (OCI Gen 2).
100+ environments. Zero service disruptions. One promotion.
A cloud infrastructure migration (OCI Gen 2) required moving 100+ Eloqua customers — each with unique IP warming requirements, DNS configurations, and deliverability risk profiles — on a coordinated timeline with no room for email service disruption.
Conducted a full environment audit across all 100+ customers. Segmented them into migration buckets: hard cutover vs. phased IP warming. Managed IT teams on DNS changes across each environment. Built custom enterprise BI reporting (OBIEE) monitoring reports to track delivery health — maintaining a personal copy to intervene proactively before issues escalated into tickets. Maintained 4-hour executive communication cadences during peak escalation windows.
Large-scale deployment leadership. Proactive risk management. Executive stakeholder coordination. Accountability when timelines shift.
"100% of environments migrated successfully with zero service disruptions. Promoted to Sr. Principal Technical Support Analyst following large-scale migration leadership."
The Trusted Advisor Platform
Built from a real problem. Shipped as a real tool.
Enterprise TAM and Customer Success work involves a recurring challenge: the most experienced practitioners carry institutional knowledge that lives nowhere else. When a complex account goes sideways, the right diagnosis depends on whoever happens to be available. Scale that across a portfolio and you have a systemic single point of failure. The question was whether an AI-native system could codify that diagnostic reasoning — not to replace the practitioner, but to make their approach reproducible and available at any time.
Designed and built a multi-agent orchestration system using a supervisor/worker pattern. The supervisor agent routes incoming account signals and diagnostic queries. Worker agents handle specific diagnostic workflows: account health scoring, integration failure triage, escalation pattern detection, and communication drafting. The system was built to reflect how an experienced TAM actually thinks — starting with signal interpretation, moving to pattern matching across past cases, and producing structured next-step recommendations a junior analyst could execute without Tier 3 support.
AI-native builder, not just an AI user. Designs for practitioners, not just for demos. Ships working tools that solve real problems.
"— Built a working multi-agent diagnostic prototype. Demonstrated as a model architecture for AI-assisted workflows. Now the foundation of the Trusted Advisor platform."
Tools I actually work in.
I would rather know a few things deeply than many things at the surface.
Formal training.
Continuous learning.
Every certification below was earned in 2025–2026 and applied immediately — not filed away.
35+ Published Articles. Gold Crown Status.
Written for enterprise marketing and operations practitioners — covering deliverability, compliance, API integration, campaign architecture, and AI-assisted workflows.
Compliance Ready: Email Sending in Eloqua
Sender validation, bounceback alignment, MX routing, and the November 2025 enforcement deadline.
Read on Oracle Cloud Customer ConnectGold Crown Author — Oracle's top-tier recognition for community contributors on Oracle Cloud Customer Connect.
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Words I couldn't write myself.
Verbatim from LinkedIn — colleagues, managers, and clients across 12 years of enterprise work.
He operates as a true cross-functional bridge across TAMs, Support, Engineering, Product, and leadership. As a go-to expert, he guides alignment, clarifies next steps, and turns ambiguity into clear, actionable plans. He creates psychological safety without lowering standards — he is an everyday force multiplier for operational excellence. One of his greatest strengths is turning complex patterns into scalable systems through diagnostic frameworks, account health thinking, and practical, automation-minded problem solving.
He brings the technical depth of a top-tier support engineer, the problem-solving instincts of a developer, and the strategic perspective of a product manager. That combination makes him incredibly effective — not just at solving problems, but at improving how teams and customers approach them. He was a trusted resource across the board — someone people turned to when the stakes were high and the answers weren't obvious.
What truly sets Bob apart is his ability to solve complex challenges with patience, resourcefulness, and a calm, methodical approach. He is constantly exploring new technologies, adapting to industry changes, and looking for innovative ways to improve processes and deliver greater value. In a rapidly evolving technology landscape, especially around AI and digital transformation, Bob consistently stays ahead of the curve.
Bob is not only technically one of the best TAMs Informa ever had, but his focus on customer service and pure caring about people and our business makes him exceptional. Bob has supported us over weekends and holidays when configurations broke. Bob's understanding of the technology, and willingness to explain it, is exceeded by none. He is a true system expert and technology architect. We've been beyond blessed to work with Bob.
He does not stop at resolution. He uses firsthand customer experience to identify broader improvements in documentation, supportability, and product experience. He went well beyond identifying a gap by creating practical guidance that now extends far beyond a single case. In addition to his direct customer work, he has made a meaningful impact through community knowledge sharing — contributing thoughtful content that reflects both his product fluency and his commitment to making complex topics more approachable.
Open to the right opportunity.
I'm looking for a senior role at an enterprise SaaS company — most likely a Senior Technical Account Manager, Customer Success Manager, or AI Customer Success position — where the work involves complex accounts, real technical depth, and the expectation that I leave things better than I found them. If that sounds like your team, I'd like to hear about it.