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Keenan

Alves

Technical Account Manager

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Role

Technical Account Manager — New York, NY

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Keenan Alves

Technical Account Manager

New York, NY

Account Management professional operating at the intersection of media and technology for over a decade. I bring a strategic, consultative approach to client retention, turning complex technical friction into seamless user experiences. I combine technical fluency with commercial strategy to build trust, drive renewals, and expand revenue.

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Professional Experience

Technical Account Manager

Sweet Robo

  • Managed client retention for robotic vending solutions, bridging the gap between business owners and engineers to maintain a 95% account health score.
  • Built a comprehensive video self-service library that reduced inbound tier-1 support volume by 35% and enabled rapid remote hardware resolutions.
  • Acted as the primary liaison between end-clients and cross-functional engineering teams, translating complex technical constraints into clear timelines and actionable solutions.
  • Proactively monitored customer health metrics, ensuring deployed machines remained operational and revenue-generating, saving an estimated $50K+ in potential churn.
IT Specialist (Technical Account Management & SaaS Adoption)

Sony Music Entertainment

  • Implemented Microsoft Copilot AI-driven self-service solutions, reducing the help desk ticket backlog by 40% and improving customer adoption of internal SaaS tools.
  • Rolled out and managed enterprise CRM and IT platforms (Salesforce, Intune, JAMF, Azure AD) for 500+ users, leading stakeholder training for smooth onboarding.
  • Partnered cross-functionally to gather client feedback and shape adoption strategies, leading to a 25% increase in platform utilization within the first quarter.
Full Stack Developer (Technical Advisory)

Outlet Finance

  • Collaborated with clients and internal stakeholders to identify high-value use cases, test MVPs in hackathons, and integrate 5+ successful features into production.
  • Increased customer retention by 18% by optimizing UI/UX user flows, designing intuitive onboarding experiences, and eliminating technical bottlenecks.
  • Served as a trusted technical advisor for early adopters, contributing to a 20% boost in user transaction volume through community engagement.
IT Project Manager (White-Glove Technical Account Management)

Condé Nast

  • Delivered white-glove technical support and executive advisory for senior leadership (including high-profile stakeholders), maintaining 99% SLA adherence for critical escalations.
  • Led onboarding, deployment, and technical enablement for enterprise tools across 20+ publication teams (Vogue, GQ, Wired), ensuring zero workflow downtime.
  • Improved product adoption rates by 30% by creating comprehensive training resources and streamlining incident workflows using Zendesk, Jira, and ServiceNow.
Community & Digital Media Manager (Startup Onboarding & Success)

Alley

  • Managed member success at a fast-growing coworking and tech incubator, onboarding 50+ startup clients and advising founders on technical scaling strategies.
  • Designed and delivered technical enablement events and workshops that drove a 90% member retention rate year-over-year.
  • Partnered with founders and investors, helping early-stage startups shape product-market fit and scale operations to secure venture capital funding.

Education

University at Albany (SUNY)

B.S. Information Science, Minor in Business Administration

Relevant Coursework: Business Law, Economics, Database Development, Software Development

Core Skills

Technical Expertise

SQL, ReactJS, Agile Project Management, Database Development, UI/UX Optimization.

Enterprise Tools

Salesforce, Zendesk, Jira, ServiceNow, Azure AD, Microsoft Copilot.

Client Success

Customer Onboarding, Renewals & Upsells, Executive Advisory, Cross-Functional Leadership, Technical Troubleshooting.

Get in Touch

Open to new opportunities and collaboration. Reach out via email or LinkedIn.

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