Alexander (G.) O.
Global Customer Success Manager
Experience
Customer Success Engineer, Lead AM Composites Expert, Alpha Tester
Desktop Metal
- Supported global customer base with technical and application-related issues for hardware and software with over 1,200 cases completed for customers with Additive Manufacturing (AM) devices.
- Remotely troubleshot AM devices with customers over phone and email.
- Managed and quoted $400,000+ in department revenue for software/support renewals in 2024.
- Developed relationships with customers across industries, including DoD, research, academia, and commercial space industry.
- Managed EOQ deliveries for revenue recognition between CS and Finance, closing the loop on hardware, software, and account creation of $2–3 million worth of shipments.
- Hosted biweekly sessions with leaders in Sales, Marketing, Process, Engineering, and Support departments to address metal and sand AM product lines, customer challenges, and 3D printing wins.
- Increased collaboration across departments, tribal knowledge sharing, and engagement.
- Designed and ideated mechanical CAD part examples for marketing content, recorded and hosted videos with voice-overs, and coordinated metal part creation and reprinting under three-week goal.
- Achieved thousands of views on multiple published videos.
- Served as lead composite system (Fiber) expert, logging over 3,000 hours of alpha testing data and bridging the gap with Engineering and Product Departments.
- Represented the voice of the customer in product development meetings and helped leadership make time-critical lifecycle decisions.
- Generated $45,000 in additional revenue in 2022 through self-driven internal composite part printing service leveraging customer relationships.
Lead Application Engineer, CS Engineer, Brand Marketer
RIZE, Inc.
- Responsible for global benchmarking part production to close approximately $1.5 million in sales.
- Provided technical expertise for the Sales team and design feedback for additive manufacturing to develop new applications and opportunities.
- Resolved 50% of global support cases company-wide and developed a digital troubleshooting video library to streamline support efforts and enable customer self-service.
- Supported startup marketing team by managing social media accounts, creating in-house content, and hosting lead-generation live streams and training webinars.
Regional Technical Manager, Application Engineer
Desktop Metal
- Managed US East and West Coast sales channel needs for benchmarking part production to close approximately $3 million in sales.
- Provided technical expertise for the Sales team and design for additive manufacturing feedback to discover new opportunities with Studio and Shop Systems (metal) and the Fiber System (composite).
- Created new applications for metal and composite technologies for global trade shows to generate leads, develop customer relationships, and expand the customer base.
- Developed the first online learning platform at Desktop Metal by collaborating with subject matter experts to capture and deliver on-site training content to customers and resellers worldwide.
- Scripted, recorded, and voiced-over 15 pieces of training content for the platform.
Owner, Operator, Engineer, Salesperson, Marketer
AG3D Printing
- Operate a local 3D printing service and Etsy shop to bring ideas into reality and inspire creators.
- Manage sales, marketing, and execution to deliver successful 3D printed parts to customers.
- Utilize AI tools to create 3D models, generate blog templates, and write code for projects.
Communications, Podcast Host, Researcher, Coordinator
Today In Space Podcast
- Share the story of space through over 389 episodes covering space industry news and exploration and interviewing industry and business leaders in STEM.
- Use multiple AI tools daily for content brainstorming and to create social media clips from long-form content.
- Utilize transcription tools to reduce workload by 8–24 hours per week and produce more engaging content at an increased rate.
R&D Engineer, Academy Training Lead, Culture Driver for CEO
Westminster Tool
- Project lead for semi-automatic injection molding of a eutectic salt for cost-effective, water-soluble cores for composite molding of F-35 engine system components.
- Project lead for Westminster Academy, enabling experienced toolmakers to train new employees and empowering trainees to choose their apprenticeship paths.
Summary
I’ve been deep in the Metal Additive Manufacturing world for the last 8 years and have become an expert at making parts on a wide range of platforms and materials. I also spent 3 years before that building 3D printers in my basement, running a plastic parts business for customers with my own company, AG3D Printing.
I began working in the Metal Additive Manufacturing industry in the Technical Arm of Sales at Desktop Metal, helping potential customers ideate a valuable part and test ROI on their 6-7 figure ($) system before purchase. In the first half of my Metal AM career so far I’ve been a critical team member in Sales to help close on many Metal AM system & software purchases. In the second half of my time in the Metal AM industry, I’m currently managing global customer success on the post-sales side of the business: keeping customers up and running, troubleshooting part success, and hardware/software issues. Ultimately I’m their expert at making them successful on their Metal AM Systems no matter what happens.
In the last 10 years I’ve supported customers to part success in a wide range of industries, ranging from Aerospace, Dept. of Defense, Public/Private Space organizations, Industrial, Automotive, Academic, Research, and many others. While I am an expert in various metal materials like steels, copper, and reactive metals like Titanium, I have also digitally manufactured carbon fiber, resin, wood, and sand for metal castings. I understand the benefits and limitations of additive technology so I can set up the proper expectations but come with a rare combo of vision and passion to help excite others about their future possibilities.
My talent is in rapidly learning technologies, teaching that technology, and then finding how users can get the most out of it for their own goals.
Whether it’s additive technology, product & business development, AI tools, or communication/marketing on social media - I’m looking to excel and provide value to the next company and end user. I’m currently looking for a new role that allows me to bring technical expertise and develop business in industries like Additive Manufacturing, Aerospace, or Artificial Intelligence - or where those skills might be useful in others.
Languages
Education
Worcester Polytechnic Institute
Bachelor of Science, Minor in Jazz Performance · Aerospace Engineering · Worcester, United States
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