I build the enterprise integrations most CSMs escalate
I am a Technical Customer Success Manager, and the person to bring into the meeting when a customer's commercial goals depend on their data. When an implementation stalls on an API nobody documented or a data model that will not map, I am the one who takes it apart.
If I don't know it, I learn it. At Data Talks I went from intern to CSM by taking on the technical side of onboarding myself.
I have worked on the onboarding of 40+ sports clubs, leagues and federations across 13 countries in Europe and the US, most of them as the technical lead. I run the technical meetings with ticketing, e-commerce and CRM providers myself and leave with the integration method and the data schema agreed. On most projects I go away and work out the data, then bring it back as a plan everyone can follow.
Professional Experience
Customer Success Manager
Promoted to own a book of enterprise sports accounts end to end, commercial side included. The technical work carries on from my Product Specialist years, and I remain the technical lead on onboardings across the customer success team, usually with more than one running at a time. I take each customer onto our Customer Data Platform (CDP) and stay on the account afterwards through adoption and retention.
- Delivery Management: Agree the scope and the milestone plan at kickoff with the customer's business and technical stakeholders, track the dependencies and risks that decide whether the date holds, and run the account through go-live to handover.
- Technical Implementation: Configure the integrations myself across 20+ ticketing, e-commerce and CRM platforms, from single-endpoint systems to large legacy APIs, rather than filing them as engineering work.
- Technical Discovery: Run the meetings with third-party providers on my own, often with no documentation to go on: agree the integration method, design the data schema, test the endpoints and hand developers a ready specification.
- Identity Resolution: Work out how each customer's sources relate and design how up to half a million contacts merge into single customer profiles.
- Analytics & Segmentation: Build the analytics tables and dashboards, hundreds so far, and teach customer teams to build their own target segments.
- AI Automation: Built an AI toolkit, backed by a knowledge library of our platform's configuration, that migrates customer accounts to a new segmentation engine through the portal's API and builds dashboards from raw data sources.
- Data Strategy & SQL: Map the client's data model and write the SQL that moves it out of their silos and into the CDP without losing what a record means.
- Solution Architecture: Turn "we need our members to see their own ticket history" into a schema, a mapping and a configuration that runs in production.
- Product Feedback Loop: Write up what customers struggle with as technical requirements for the product team.
Product Specialist
Joined full time after the internship and took on my first onboardings end to end: if a client implementation broke, I fixed it.
- Caught implementation mistakes while they were still cheap to undo, before they reached go-live.
- Built the onboarding framework as a step-by-step Jira template and standardised the analytics setups, integration methods and mapping schemas. With the integrations library that followed, a known integration went from a four to six week project to hours of setup.
- Standardised the per-customer data warehouse configuration, including Snowflake dynamic tables, until it no longer needed a data-engineering ticket.
- Taught non-technical client teams to run the platform themselves, so routine changes stopped coming back to us as support tickets.
Product Specialist (Internship)
Started with no knowledge of the platform and learned it well enough, inside six months, to be the person colleagues brought their broken integrations to, and was offered a full-time role.
Education
University of Western Macedonia
Bachelor's degree, Computer Science
Thesis: Automated Written Exam Management System
Thesis project: Designed and implemented a full-stack web system for archiving examination papers. I entered this project with limited coding knowledge and taught myself the necessary stack to deploy a functional, secure platform used by the university department.