Strategic Engagement Highlights
These case studies highlight how I partner with enterprise organizations to solve complex technical challenges, reduce risk, and deliver meaningful business outcomes. As a trusted advisor and TAM, I focus on building scalable, long-term strategies that drive retention, adoption, and operational success.
Cutting Case Closure Time by 86% with Strategic Automation
Overview:
A Fortune 100 technology customer was experiencing inefficiencies in case handling due to repeated back-and-forth between their teams and support engineers. Common issues with Citrix NetScaler hardware required manual data gathering, delayed escalation paths, and inconsistent RMA (Return Material Authorization) decisions. This created unnecessary friction and prolonged resolution times.
My Role:
As the Lead Technical Account Manager, I took ownership of the customer’s support experience, identifying process gaps, aligning internal teams, and designing a proactive solution that could scale across high-volume environments.
Solution:
I led the design and delivery of a customized automation and troubleshooting workflow that significantly reduced manual effort and expedited support response times.
Created a comprehensive runbook covering common hardware issues, resolution paths, and required diagnostics to accelerate triage and RMA decisions.
Collaborated with internal IT to enable Salesforce API access and built custom fields for seamless integration with the customer’s automation systems.
Worked with Customer engineers to automate ticket generation and log collection, allowing alerts to be pulled directly from NetScalers and submitted with pre-analyzed diagnostics and descriptions.
Designed logic-based triggers to support instant RMAs when specific fault patterns were detected, and implemented automated pager escalations for high-priority issues.
Outcome:
86% reduction in case closure time
95% reduction in required Customer Engineer involvement
Greater consistency and speed in RMA decisions
Solution was adopted by another Fortune 100 customer as a proven internal reference model
Case Study: Strategic Retention Across an Enterprise Portfolio
Customer Focus:
Global Technology Enterprise, Fortune 500, and Healthcare Accounts
Challenge:
Retaining and growing long-term customer relationships in complex, high-touch enterprise environments across multiple regions. Maintaining trust and strategic alignment across a portfolio of evolving industries and business needs was essential for long-term success.
My Role:
I served as the global lead for a multi-billion-dollar technology customer over a seven-year span, leading a distributed team across the US, EMEA, and APAC. After a strategic shift outside my control ended that relationship, I was entrusted with a diverse set of high-profile enterprise accounts, including several who directly requested to continue working with me after temporary coverage.
Solution & Approach:
Led a team of four TAMs globally to deliver consistent engagement, executive alignment, and scalable technical strategy.
Earned trust across regions through value-driven roadmap sessions, success planning, and hands-on engagement.
Covered 12 enterprise accounts during a colleague’s leave; multiple customers requested I remain as their permanent TAM afterward.
Managed a steady portfolio of 14–16 enterprise accounts, consistently providing technical guidance, proactive support, and measurable impact tailored to industry-specific needs.
Impact:
87.5% retention rate across all accounts managed
Personally requested by multiple enterprise customers due to relationship strength and strategic leadership
Selected to lead and transition high-value portfolios during organizational changes
0 customer losses tied to engagement performance—both exits were unrelated to service quality and beyond my control
Modernizing Infrastructure & Accelerating Adoption for a Fortune 100 Client
Overview:
A large enterprise customer needed to modernize their Citrix infrastructure while ensuring business continuity and scalable support.
My Role:
I led the technical planning, migration strategy, and ongoing success management.
Solution:
Delivered technical roadmap sessions and discovery workshops
Guided the customer through Citrix Cloud and NetScaler modernization
Conducted environment reviews and risk assessments during rollout
Outcome:
Accelerated adoption of cloud-based Citrix solutions
Reduced technical friction during migration
Strengthened alignment between IT and business goals
Coworker Feedback
Hear what my former coworkers say about my customer success leadership.
I had the pleasure of working with Dan as a colleague and mentee at Cloud Software Group. He was always willing to help, whether supporting teammates or working closely with customers, who genuinely appreciated his expertise and dedication. His ability to build strong relationships, his incredible work ethic, and his dedication to customer and team success made a lasting impact, both internally and externally. Any team would be lucky to have him, and I would highly recommend him for any role within leadership or customer success.
Abigail Ruby
I had the privilege of working alongside Dan over the last 8+ years. I can confidently say he is one of the most skilled and dependable Technical Account Managers I've had the pleasure of working directly with. Dan excels in every aspect of his role, blending deep technical expertise with outstanding communication, and leadership abilities.
His ability to distill complex technical concepts into clear, actionable insights for clients is unparalleled, ensuring that every customer feels heard, understood, and supported. Dan’s customer-focused mindset drives him to consistently deliver solutions that exceed expectations, fostering trust and long-term relationships.
Beyond his technical and customer-centric strengths, Dan is a natural leader. His guidance inspires teams to collaborate effectively and achieve results, no matter how challenging the project. His dedication, professionalism, and genuine enthusiasm for solving problems make him an invaluable asset to any organization. One thing I'll miss most about Dan is his willingness to be available, jump in, and help solve a problem no matter how large or small it may be.
If you're an employer looking to fill a role that requires technical prowess with exceptional interpersonal skills, I recommend Dan 100%, hands-down. He’s truly a standout professional!
Mark Vincent
Dan is a highly skilled, dedicated, and innovative professional with exceptional problem-solving abilities. He excels in tackling complex technical challenges, optimizing processes, and mentoring others, always approaching tasks with precision and enthusiasm. His strong communication skills, collaborative nature, and leadership make him a trusted colleague who fosters seamless teamwork. Any team would be fortunate to have Dan, and I highly recommend him for his outstanding contributions and results-driven approach.
Any team would be lucky to have Dan, and I wholeheartedly recommend him to anyone looking for a top-tier professional who consistently delivers outstanding results.
Byron Campbell
Current Projects
These projects reflect my passion for optimizing and automating processes with AI/ML, while enabling relationship-driven professionals to help customers achieve and exceed their goals through strategic, data-driven actions.
Autara FocusBot
Autara FocusBot is an AI-powered productivity assistant designed to help users regain clarity and momentum quickly.
By asking three simple questions, you can determine your current energy level, the amount of time you have available, and the tasks or mental clutter occupying your mind. FocusBot delivers a personalized suggestion for the best action you can take.
Unlike generic to-do lists, FocusBot uses advanced GPT-3.5 reasoning to prioritize your options, provide a motivational explanation, and offer gentle encouragement tailored to your situation. Whether you’re overwhelmed with choices, low on energy, or stuck in analysis paralysis, FocusBot helps you take the next confident step forward.
Prototyped in Streamlit and now being rebuilt with React, Next.js, and ShadCN UI.
FocusBot offers a modern, accessible, and engaging experience. It is an example of how empathetic AI design can support focus and well-being in an increasingly distraction-heavy world.
Autara AI Assistant
Autara AI Assistant is a modern, modular, AI-powered web platform purpose-built for Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Solutions Engineers. Designed to elevate customer relationships, Autara AI helps these professionals operate more strategically by automating and enhancing their daily workflows.
Autara provides four core tools:
Meeting Summarizer: Quickly turns meeting transcripts and notes into polished, actionable summaries, saving time and ensuring consistency.
Success Plan Builder: Helps structure and align strategic account plans to business objectives, streamlining goal tracking and milestone planning.
Health Review Generator: Analyzes account sentiment, engagement data, and context to surface health indicators and proactive recommendations.
Communications Assistant: Crafts clear, tone-appropriate, and professional messages for customers, enhancing communication quality and speed
Full-stack AI tool using FastAPI, Next.js, and OpenAI GPT-4o/3.5
Targeting a functional MVP by Q2 2025
