Experienced Technical Account Manager with 6+ years in customer success,
technical support, and enterprise sales collaboration. Skilled in translating technical
requirements into tailored solutions, building proofs of concept, and optimizing
performance while fostering strong client relationships

Amelia Yap

Download my Resume

My Experience

Career Break
Aug 2023 – Present

Project Work & Volunteering

  • Launched withlevels.news, an AI-powered graded reader site for English learners in Taiwan, contributing to marketing, content creation, and creative strategy
  • Developed napyaptravels.com, publishing articles on travel, culture, and personal growth, while enhancing content creation and website management skills
  • Taught English in Spain and Taiwan, developing teaching, leadership, and cross-cultural communication skills
  • Traveled globally, enhancing adaptability, problem-solving, and cultural awareness
Salesforce (Tableau)
Aug 2019 – 2023

Strategic Technical Account Manager (Aug 2021 – 2023)
Technical Account Manager (Aug 2019 – Aug 2021)

  • Provided focused support for strategic accounts with >$1M ARR
  • Served as a Technical Trusted Advisor for 6–10 enterprise accounts, driving 100% customer retention through strategic guidance and support
  • Conducted bi-annual Tableau environment assessments, leveraging data analysis to improve system performance by over 20%
  • Conducted product demos, increasing adoption by 15%, and supported Tableau Centre of Excellence development
  • Reduced support cases by 30% and identified upsell opportunities, boosting renewals by 15%
  • Prioritized features, planned roadmaps, and mitigated bugs, increasing satisfaction by 30%
  • Advised on cloud migrations, scalability, and disaster recovery, significantly reducing risks.
  • Mentored new hires, cutting ramp-up time by 20%

SAP
Jun 2017 – Aug 2019


Support Engineer – HANA, Mar 2019 – Aug 2019
Associate Support Engineer – HANA, Jun 2017 – Mar 2019

  • Resolved HANA database issues in high availability, disaster recovery, authentication, performance, and upgrades, meeting SLAs and maintaining 90% CSAT
  • Led Knowledge Transfer sessions on HANA database architecture, enhancing team expertise
  • Reworked new hire training for HANA Support, reducing ramp-up time by 20% and strengthening product knowledge
  • Mentored 7 interns, guiding incident resolution and serving as a primary resource
  • Supported enterprise HANA deployments across on-premise, SAP HANA Cloud, AWS, and Azure environments
  • Authored and updated HANA Knowledge Base Articles, improving customer self-service resources
  • Served as Hiring Lead for intern recruitment, setting high interview standards and training new interviewers


 University of British Columbia
Jan – Apr 2017

Undergraduate Teaching Assistant

  • Taught computational thinking fundamentals to 130 students in an introductory Computer Science course
  • Supported professors and facilitated weekly labs, creating methods to enhance student comprehension
  • Conducted weekly office hours, providing individual guidance to reinforce key concepts


EnerNOC
May – Aug 2016

Software Developer in Test Intern

  • Developed test automation scripts in Selenium-Python, improving efficiency in testing processes
  • Conducted functional testing on customer-facing energy utility software, ensuring reliability
  • Collaborated in iteration planning, testing, and release deployment for seamless product launches

Education

University of British Columbia
B.A. Computer Science

2012 – 2017

Contact Me

[email protected]

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