Learn More About Your Success Teams, Team 1

Document created by b314881cf2c6f34ff6c1ea07c3f07a199f877a57 Employee on Jun 7, 2016Last modified by b314881cf2c6f34ff6c1ea07c3f07a199f877a57 Employee on Sep 27, 2017
Version 26Show Document
  • View in full screen mode

Included in this article

Overview

Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account.

 

 

Benefits

Each team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience.

 

 

Your Team

Roxann2.jpg

Roxann McGlumphy, Senior Technical Support Engineer

The only three-time winner of Marketo’s “Beast” award, Roxann has a passion for seeing problems through to the end, is an exceptional troubleshooter, and an accomplished mentor across the platform.She gets excited about getting emails into inboxes, and is one of the foremost gurus in deliverability. She excels at optimization, engagement programs, reporting, and explaining technical subjects with elaborate, silly analogies. 

 

In her off-time, she likes to play video games, Magic the Gathering, and invent new cocktails.

Oz Platero.png

Oz Platero, Senior Technical Support Engineer

Oz has a decade of troubleshooting experience, with the past 6 in the industry. He forms the core pillars of strength for his success team in several categories, including: Salesforce.com integrations, HTML, CSS, Javascript, and technically complex situations. 

 

Oz is passionate about children, and volunteers for children’s causes in his spare time.

Miles Ybaben.png

Miles Ybaben, Support Engineer

Miles looks forward to getting elbow-deep in to difficult situations, and turning them around. He is a Marketo Certified Expert with a Bachelor’s in Music, and has been in the tech industry for nearly 4 years. He excels at coordinating stakeholders and getting everyone aligned in the situation.

 

During his free time he plays golf, mechanically tinkers with musical instruments, and often patronizes Oregon Symphony concerts and other local ensembles.

Jimmy Collazo.jpg

Jimmy Collazo, Technical Support Engineer

Jimmy is an MCE with 5 years of experience and expertise in the Design Studio and Marketing Activities. He is also passionate about web standard compliance, and he looks forward to challenging himself with your challenging situations and unique use cases.

 

He is an avid runner, and in his spare time he rides his motorcycle and works on his car.

Ed Lee Headshot.jpg

Ed Lee, Associate Technical Support Engineer

Ed spent the past 5 years collecting a wide range of experience across the Financial sector, Education, and Technology. He is skilled in the Marketo core features, and brings expertise in HTML/CSS and APIs to the team.

 

Ed is an avid strength trainer, and used to sing with a boy-band in Korea (just kidding).

Attachments

    Outcomes