Gray Kim

Vi by Aderant, Professional Services team.

• Technical Consultant Team Lead overseeing Evaluations, Recruitment, Resource Allocation, Real-Time Feedback, and other products within the viGlobal product suite under Aderant.
• Engage with clients during the sales phase as an advisor for technical inquiries.
• Work with the sales team on determining the best pricing model and sales approach with clients, as well as collecting feedback.
• Serve as the main point of contact during projects as a trusted advisor and manage installation, configuration, training, and frictionless adoption.
• Responsible for all technical items arising out of projects, such as data analysis, database manipulations, IIS configuration, authentication, and Aderant application-specific items.
• Work with the Support team to share technical knowledge and identify trends in support cases, along with feedback from clients.
• Troubleshoot technical issues and conduct deep-dive analysis to identify bugs and possible enhancements.
• Work with the Dev/Product team to prioritize roadmap items, bugs, and enhancements, and research new technology.
• Managing a team of 5 to appropriately assign resources to projects and being a point of escalation for the team.
• Performing the role of a de-escalation specialist to handle complaints or issues and provide solutions.

Big Data Enterprise Information Management team.

• Resolve technical issues in Big Data EIM system and Cloud Platform Integration.
• Average Cases Resolved: 197 per year.
• Customer Satisfaction Score: 4.42/5.
• Coach for transparent client communication initiative that all support engineers adopted globally.

Business Intelligence team and Big Data Enterprise Information Management team.