Brian Edwards

Washington

Professional Summary

Seasoned Salesforce professional with over 12 years of experience spanning customer success management, mission-critical engineering, and platform performance optimization. He holds an extensive portfolio of Salesforce certifications, reflecting deep, cross-functional expertise across the Salesforce ecosystem.

In my current role as a Customer Success Manager, I leads high-value enterprise accounts through complex technical challenges and strategic planning, serving as the primary escalation point while driving measurable improvements in customer satisfaction and risk reduction. He partners cross-functionally with R&D, Engineering, Sales, and Professional Services to deliver proactive engagements — including architecture reviews, performance assessments, and release readiness planning — and translates intricate technical situations into clear narratives for C-suite stakeholders during executive business reviews.

Prior to my current role, I built a strong technical foundation through progressively responsible positions in Salesforce's Mission Critical Support organization, where I resolved the highest-severity production issues under strict SLAs, led multi-swimlane escalations end to end, and specialized in networking, performance diagnostics, and emerging technologies. My hands-on proficiency spans a broad set of programming languages and tool giving me the rare ability to bridge the gap between strategic account management and deep technical problem-solving.

Certifications

• Salesforce Sales Cloud Consultant
• Salesforce Service Cloud Consultant
• Design and Administer an OmniStudio Solution
• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform Developer I
• Salesforce Platform Developer II
• Salesforce AI Associate
• Salesforce AI Specialist
• Salesforce Data Cloud Consultant

Professional Experience

Salesforce

Customer Success Manager
- December, 2022 - Present

• Lead high-value enterprise accounts through complex technical issues and strategic planning, serving as the primary point of contact for escalations and driving measurable improvements in customer satisfaction and risk reduction.
• Partnered with R&D, Site Reliability, Support and Engineering teams to deliver proactive and responsive engagements, accelerating mission-critical issue resolutions and coordinating multiple parallel swimlanes when needed.
• Hosted weekly performance reviews leveraging Splunk and other metrics to proactively identify bottlenecks, managed case response times and escalations, and partnered with customers to reduce technical debt across their platform.
• Delivered proactive engagements to mitigate downtime risk, including architecture reviews, performance assessments, and release readiness planning.
• Continuously trained in Salesforce Platform and the latest technologies, staying current on the latest features and best practices, which improved solution delivery speed.
• Collaborate cross-functionally with Sales, Professional Services, and Development to design customized solutions aligned to each customer's unique business requirements.
• Facilitate executive business reviews presenting insights, adoption metrics, and best practices; translate complex technical situations into clear narratives for C-suite stakeholders.

Senior Mission Critical Success Engineer
- February, 2019 - December, 2021

• Resolved highest-severity production issues for Salesforce's top-tier Signature Support customers, operating under strict SLAs in high-pressure, time-sensitive situations.
• Led and participated in bridge calls alongside CCE and Site Reliability Engineering, performing real-time root cause analysis while simultaneously coordinating status communications to customer executives.
• Managed multi-swim-lane escalations end to end, defining action plans, assigning workstream owners, tracking progress, and ensuring accountability across Engineering, Support, and R&D.
• Technical Engineers have a continuous focus on training in the Salesforce Platform, including Lightning, Lightning Web Components (LWC), API and more of the latest, cutting-edge features Salesforce has to offer.
• Specialized in Networking, Performance, and Emerging Technologies (PET), diagnosing issues spanning across internal infrastructure, customer's custom implementations, and third-party integrations.

Networking and Performance Engineer
- July, 2015 - February, 2019

• Troubleshoot and diagnose a wide variety of performance related issues within the Salesforce cloud platform.
• Identify and optimize slow performing Apex components, Visualforce pages, SQL queries, and API connectivity with SPLUNK, Workbench, logfiles, and trace files.
• Diagnose networking related issues such as packet loss, redirects, and latency using network monitoring tools such as ThousandEyes, Wireshark, etc.
• Respond to high severity, business-stopping situations while meeting agreed upon service level agreements and maintaining clear stakeholder communication throughout.

Triage - Mission Critical Success
- July 2013 - July 2015

• Initial point of contact for the highest level of support salesforce has to offer.
• Responsible for the diagnosing and meticulously recording the details of the highest severity cases and notifying the designated mission critical success team for immediate response times and expedited case resolutions.
• Monitored call metrics and distributed resources to meet demand as well as reported on these metrics.
• Responsible for the development of some of the internal processes and training for employees.
• Created and updated internal support processes and case handling guidelines as needed.
• Proactively monitored performance degradations, upcoming software patches, and service outages in order to notify customers prior to any incidents.

Yahoo

Web Hosting Support - July, 2012 - June, 2013

Zones

Account Executive - July, 2011 - January 2012

Programming Languages