Thomas L.

I lead and scale a ~20 person org across PreSales, Implementation, Customer Care, and Technical Expertise/Connectors — focused on repeatable execution, customer outcomes, and operational excellence. 🚀 PreSales (full-cycle technical sales) • 18 RFPs in 2025 → strong win rate in highly competitive market. • 6 major PoCs → 5 converted • Supported €100k–€400k ARR deals; daily work with CMO/CTO stakeholders • Built our PreSales operating system: qualification, battle cards, objection handling catalog, playbooks (discovery → demo → validation) 🛠️ Implementation • 40+ complex implementations/year, typically 4–8 months • Coordinated diverse stakeholders + partners; consistently delivered on time 💬 Customer Care • CSAT >90% over the past 3 years despite volume increase and team size constant • 500+ tickets/month with <3 min first response time and <1h median time to close • Strong leverage of automation + AI • Owned and scaled customer-facing documentation to increase self-serve and reduce support load. 🔗 Expertise & Connectors • Built the email deliverability practice from scratch, supporting billions of emails/month • Built strong ecosystem relationships across MarTech • Launched first connectors with Snowflake and BigQuery

Leading a team of implementation managers and engineers that deliver IT solutions for multiple airports in Asia Pacific region. - Design bespoke IT deployment on premises or cloud platforms. - Give recommendation on infrastructure to benefit from highly available and secure solutions. - Determine integration strategy at data and technical level (APIs based on Kafka, Web Services, MQ, TCP Sockets, FTP...) - Coordinate complex migration with multiple stakeholders in mission critical environment.

Lead for large pre-sales engagement. Design efficient IT solutions to solve complex business problems. Provide technical and functional expertise for large projects.

(2016-2017) As part of the R&D team in Boston, I helped to assess, design and coordinate major product evolution for one of the biggest airline in the USA. (2016) Development Manager for the implementation project of Caribbeans Airlines. (2015) As part of the R&D team in Sydney, I helped on the design and implementation of Virgin Australia (Fully agile project). (2014) Development Manager for the Star Alliance ground handling implementation in the new terminal (T2) of London Heathrow airport. (2014) Functional support for the AFKL ground handling implementation project (Rollout of 43 handled airlines). (2012-2014) R&D coordinator for multiple product evolution (Scope, roadmap, sizing) Budget 13MY in 2013, more than 15MY in 2014.

Internship Design and implementation of a secure internet access with a high level of data privacy. (Anonymity networks, Virtualization, Symmetric-key cryptography, Network optimizations)

Degree awarded by the Faculty of Arts and Sciences. Dean’s List Academic Achievement Award (Final GPA 3.83/4). Economic Theory, Finance, Marketing, Strategy, Accounting, Organizational Behavior, Management Consulting.

Major in Computer Engineering Applied Mathematics and Computing (Statistics, Numerical analysis, Operations research) Hardware and software architecture, Object-oriented software analysis and programming System and Network Security, Cellular and Mobile Networks, Distributed applications