07 / 12 · customers.mdbusiness
// enterprise customers · security, sso, escalations
The technical voice in front of customers
I've been the technical expert in the room across sales calls, customer calls about technical issues and outages, and due-diligence calls that went deep on process, security and compliance. I helped produce a standard question-and-answer set for security questionnaires and due diligence, and alongside my Deputy I've been the primary escalation point for most major customer issues.
- Sales had a technical expert to hand when deals needed one.
- Customers got clear answers on security, data residency and outages from someone who knew the system.
- Questionnaires and due diligence started from a vetted answer set, not a blank page.
- Customers were onboarded onto SSO as part of rebuilding the platform's authentication.
Primary
escalation point, alongside my Deputy
// where I joined the conversation
sales callssecurity questionnairesdue-diligence callscustomer calls & outagesescalations