Brian Edwards

Washington

Professional Summary

Technical leader with more than 13 years at Salesforce, with a career built on owning the platform's highest-severity production incidents and the enterprise accounts that depend on it. Leads cross-functional response across Engineering, R&D, Site Reliability, and Support, defining action plans, assigning workstream owners, and driving accountability through resolution while keeping customer executives informed in real time. Brings deep diagnostic depth in performance and networking (Apex, SOQL, API optimization, Splunk, ThousandEyes, Wireshark) and applies it proactively through architecture reviews, performance assessments, and release readiness planning that reduce downtime risk and technical debt. Has a track record of building the processes, case-handling standards, and training that raise team capability, and of translating complex technical situations into clear direction for C-suite stakeholders. Holds 10 Salesforce certifications spanning Platform Developer, Administrator, Consultant, Data Cloud, OmniStudio, and AI tracks.

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

Senior Technical Account Manager / 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, 2022

• 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