Allison Graddy

Technical Customer Success Manager with a background in software support, integrations, and troubleshooting complex systems. Experienced in managing post-implementation client relationships, configuring data integrations, and translating business requirements into technical solutions. Strong communicator with hands-on experience in SQL, system debugging, and technical onboarding within SaaS environments.

Technical Customer Success Manager - Lively - Remote

(2024-09)

• Manage the technical health of client integrations, serving as the primary technical point of contact for customer accounts.
• Lead implementation and maintenance of EDI and secure file feed integrations between customer systems and the Lively platform.
• Manage up to 170+ file feed implementation and maintenance projects annually during peak season, coordinating across customers, engineering, and internal teams.
• Troubleshoot complex production issues and partner with engineering teams to drive resolution.
• Build internal technical tools and scripts used by support and success teams to streamline troubleshooting and operational workflows.
• Guide customers through technical onboarding, system integrations, and new feature rollouts post-implementation.
• Translate client technical requirements into actionable engineering tickets and solution proposals.

Technical Support Engineer - Aderant - Remote

(2023-05 - 2024-09)

• Diagnosed and resolved complex Tier 2 production issues for enterprise legal software clients.
• Executed SQL scripts and performed server-side troubleshooting to resolve system and data issues.
• Developed client-level customizations using SQL and JavaScript.
• Collaborated with engineering teams to investigate product defects and implement fixes.
• Authored internal knowledge base documentation used by support teams.
• Managed approximately 65 monthly tickets while maintaining a 100% closure rate.

Senior Technical Support Engineer - Cision - Remote

(2021-12 - 2023-04)

• Guided users through step-by-step solutions following troubleshooting procedures and support scripts.
• Diagnosed and resolved technical hardware and software issues.
• Managed work order systems to track, resolve, and document help tickets.
• Improved user performance by training customers on software and system use.
• Achieved 100% KPI performance across two consecutive quarters.

Customer Care Ambassador - Activus Connect

(2020-09 - 2021-11)

• Addressed customer inquiries and resolved issues through detailed investigation.
• Improved internal processes by communicating recurring customer feedback.
• Built strong customer relationships that increased loyalty and satisfaction.

Service Manager - Chipotle

(2016-06 - 2020-08)

• Managed daily store operations including staff scheduling, task delegation, and customer service.
• Led employee training and performance management.
• Controlled labor costs by optimizing workflows based on projected demand.
• Resolved escalated customer issues to maintain satisfaction and store performance metrics.

Bachelor of Science - Computer Science - Texas Tech University

Certification - Web Development - Zero to Mastery Academy