Antonis Tzounis

Experience

• 

  University of the Aegean

  Jan 2002 - Jan 2006

  Postgraduate student

  Web development, multimedia design and creation, programming.

• 

  Informatix.gr

  Jul 2007 - Mar 2023

  Owner

  Web development, multimedia applications, web services.http://informatix.gr

• 

  CERTH

  Jan 2013 - Dec 2015

  Researcher PHD Student

  Working on making greenhouses smarter and remotely sense what makes tomatoes happier :D

• 

  Centaur Analytics, Inc.

  Nov 2016 - Apr 2022

  (1) Working with a portfolio of customers in 25+ countries globally, (2) Leading a CS team offering after-sales support with strict SLAS and top-notch user experience, (3) Managing the onboarding of new customers and offering to consult while they were deploying our hardware and while they are setting up their accounts on our platform, (4) Working on monitoring customer health and maintaining live documents related to all major Customer Success metrics, (5) Receiving and organizing customer feedback and working with the engineering team to deliver new features and valuable improvements for our hardware and software, (6) Identify customers that can be used as beta testers or early adopters for new features, (7) Producing all user materials (videos, decks, documents) as well as creating and maintaining our user documentation, (8) Working closely with the go-to-market colleagues, managers, and engineering leaders to build the product roadmap. Show less

  • Customer Success Manager & Field Operations Lead

    Jul 2018 - Apr 2022

  • Product Owner

    Nov 2016 - Jul 2018
• 

  RudderStack

  Jun 2022 - Jan 2023

  Technical Account Manager

  (1) Working with a portfolio of 40+ EMEA customers, (2) Responding to technical questions within the SLAs set for our team, (3) Onboarding new customers and offering consulting while they are implementing RudderStack within their app and downstream destinations, (4) Working on monitoring customer health and updating the Customer Success leader on a monthly basis and/or whenever an important incident happens (e.g. a platform failure that can cause friction with the customer or positive feedback that can be used as a testimonial), (5) Working with the engineering team when an issue requires escalation and/or when we need to find users within our customers that can be used as beta testers or early adopters for new features, (6) Maintaining live documents that monitor our customer health and a number of other CS-related metrics for my account portfolio, (7) Producing help materials (videos, decks, documents) that can be shared with customers on how to use some of our features or in edge cases that are not covered by our main documentation. Show less

• 

  Freelance

  Feb 2023 - May 2023

  Customer Success Consultant

  Establishing CS procedures for a newly-founded start-up. Working with upper management and the sales team to set KPIs for all company teams.

• 

  Pdot.Tech

  Feb 2023 - now

  Product Manager R&D

  R&D on printed electronics and IoT devices.

• 

  Sitecore

  Jul 2023 - Aug 2024

  SaaS Operations Change Engineer
• 

  Oliveex

  Aug 2024 - now

  Staff Product Engineer