Martin Pospech
Halifax,Canada
Summary
Experienced Solutions Engineer with a strong background in customer success, product development, and project management. Proven ability to build and maintain successful customer relationships, and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Basic military qualification course
Canadian Armed Forces
02.2025 - 04.2025
- Core skills and knowledge necessary to succeed in a military environment.
- Workplace safety, with instruction in the Workplace Hazardous Materials Information System, fire safety, first aid, and principles that guide the use of workplace equipment and arms.
- Training in elements of fieldcraft, such as survival skills, map reading, target location and camouflage.
Solutions Engineer
Graybox Solutions
07.2023 - 02.2025
- Maintained a customer action log to identify issues through to resolution.
- Assisted with technology improvements and offer in-depth market and product knowledge to customers.
- Ownership of customer issues from start to finish to the customer’s satisfaction.
- Recommended process changes and enhancements based on customers’ evolutions and growing requirements.
- Assisted in developing, implementing and maintaining products, tools and solutions.
- API Documentation: Create and maintain API documentation for developers.
- Design interactive dashboards and systemized reports with Power BI.
- Used Jira to track and manage bugs, feature requests, and tasks for a web application development project.
Technical Support Consultant
IDEXX Laboratories
01.2023 - 08.2023
- Instruct on the use of the diagnostic analyzers
- Coordinate and assist with equipment installations
- Troubleshoot hardware technical problems as well as software integration issues
- Make sure the consumables needed for test runs are ordered
- Establish patterns to reoccurring issues and provide input to development teams
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications
Customer Success Manager
Work North America
11.2021 - 12.2022
- Serve as the subject matter expert for the partners and the customers by educating and demonstrating the solutions on an ongoing basis
- Deal with internal stakeholders in sales and marketing to develop strategic sales and business development plans for the assigned accounts and execute
- Document sales and marketing activity through Salesforce - maintain and update regularly
- Advise job applicants on employment requirements and on terms and conditions of employment
- Review candidate inventories and contact potential applicants to arrange interviews and arrange transfers, redeployment and placement of personnel
- Maintained a self-service knowledge base and interactive chat
- Built Power BI dashboard using data from internal databases to visualize core business KPIs, saving hours per week of manual work
Solutions Engineer
Geotab
06.2018 - 10.2021
- Managed a group of accounts with a specific focus on managing all aspects of the account, conducting weekly or bi-weekly calls with the customer (Commonwealth of Kentucky, Mammoth - Canada, City of Toronto)
- Collaborated with manufacturing department, logistics of the product - orders and shipping
- Maintained a customer action log to identify issues through to resolution
- Assisted with technology improvements and offer in-depth market and product knowledge to customers
- Ownership of customer issues from start to finish to the customer's satisfaction; developed a good understanding of all the requirement documents and use cases that the customer likely encounters
- Recommended process changes and enhancements based on customers' evolutions and growing requirements
- Assisted in developing, implementing and maintaining Geotab products, tools and solutions
- Install checks, install notification emails, customization of the tool based on customers' needs
- Utilized enhanced Excel functions, including pivot tables, graphs, and Vlookup functions
Associate Specialist
Mastercard
08.2015 - 04.2017
- Researching, replicating, performing root cause analysis, and providing feedback for product issues reported by the field professionals and customers within SLA time frame
- Providing TIER 1&2 support for internal banking applications (Smart Data, InControl) via phone, email, and chat
- Build and maintain professional relationships with all customer stakeholders
- Driving resolution of major incidents, from setting up a technical bridge call, calling on Platform and development support resource for technical experience
- Implementation projects; implementation of banking application (Smart Data, key accounts support
- Mentoring of new team members, delegation of the tickets to other team members globally
- Enhancement of internal processes and in internal knowledge database
Education
Diploma - Networking Administration
Institute of Technology Development
Vancouver, CA01.2017
Skills
- Jira
- SaaS
- Salesforce
- CRM software
- Technical support
- Power BI
- Microsoft SQL Server
- Product management
- SharePoint
- Confluence
- Google Suites
Languages
English
Full Professional
Czech
Native or Bilingual
French
Elementary
Certification
CompTIA A+ Technician, CompTIA
Canadian Red Cross First Aid & CPR/AED level
Personal Information
Willing To Relocate
Timeline
Basic military qualification course
Canadian Armed Forces
02.2025 - 04.2025
Solutions Engineer
Graybox Solutions
07.2023 - 02.2025
Technical Support Consultant
IDEXX Laboratories
01.2023 - 08.2023
Customer Success Manager
Work North America
11.2021 - 12.2022
Solutions Engineer
Geotab
06.2018 - 10.2021
Associate Specialist
Mastercard
08.2015 - 04.2017
Diploma - Networking Administration
Institute of Technology Development
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