Craig Boyer

Experience

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  GRAPHISOFT

  Jul 2010 - Dec 2012

  Technical Support Engineer

  • Fielded, assessed, triaged, and solved technical support issues for clients; empathized with client frustration• Produced instructional webinars on a variety of topics• Served as liaison between end users and Archicad development team

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  LWDA | Levi Wong Design Associates, Inc.

  Jan 2013 - May 2018

  BIM Manager

  • Responsible for training new employees• Implemented and created office templates and standards that provided a competitive edge• Served as point of contact with project stakeholders; extensively worked with engineers and contractors from design development through construction administration• Designer on numerous projects in a collaborative team environment; fulfilled all intern development hours needed for certification

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  GRAPHISOFT

  May 2018 - Mar 2022

  Customer Success Manager | BIM Advisor

  • Focused on Graphisoft’s SaaS collaboration solution• Collaborated directly with sales team to close deals by answering technical and workflow questions• Created technical and training documentation explaining complex technical details in elementary terms • Provided personalized, one-on-one custom training sessions for clients• Led group training sessions for clients• Authored and produced webinars and online knowledge base articles

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  Smartsheet

  Mar 2022 - Jul 2024

  Large Enterprise Customer Success Manager II | Strategic Accounts

  • Currently manages two books consisting of Fortune 500 companies across multiple industries totaling $10 million• In just under 2 years of management, total book ARR (of mostly same accounts) increased from $5.7 million to $10 million• Helped discover 25 opportunities over $10,000 in FY24 resulting in over $200,000 in ARR & services• Led yearly Annual Business Reviews with VP and C Level attendance for 6 customers in FY24• Was designated a “Pacesetter” by CS leadership• Conducted monthly syncs with 10 customers to discuss enablement, open support tickets, and account health• Assisted 5 customers with getting their feature requests added to the product roadmap• Was selected as the sole CSM representative from the Northeast Strategic Accounts team to attend the annual SmartsheetENGAGE user conference in Seattle• Ran 4 Smartsheet user day conferences for customers in FY24, 3 on site and 1 remote• Conducted an average of 5 customer training sessions per week in FY24• Led monthly large scale Community of Practice training and enablement sessions for 6 accounts since FY23• Hosted over 30 Lunch and Learn seminars for users in FY24• Was the main point of contact for end users and escalated support tickets when necessary• Helped mitigate over $200,000 in risk in FY24• Served as mentor for newly hired CSMs and a technical resource for other team members Show less

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  SUSE

  Jul 2024 - now

  Senior Customer Success Manager