Company Info for tonies.com | IcebreakerMembers
Strategic technology leader with proven expertise in AI/ML implementation, cloud architecture, and customer success. At Archway Software, I've driven customer retention by 30% through data-driven insights and AI-powered solutions for cloud-based banking products.
My approach combines:
- Advanced AI/ML expertise (AWS Certified Machine Learning Engineer)
- Customer success leadership (managing enterprise-level relationships and teams)
- Data analytics mastery (New Relic, Splunk, AWS CloudWatch)
- Solution architecture (designing AI chatbots, customer portals, and observability frameworks)
I excel at translating complex technical capabilities into measurable business outcomes, whether through reducing manual interventions with AI chatbots, decreasing SLAs by 60+ minutes, or scaling support operations while maintaining quality.
"Stay ready so you don't have to get ready" is my leadership philosophy—building proactive systems and teams that anticipate challenges before they impact customers.
Open to Director-level opportunities in Customer Success, Cloud Support Architecture, and AI/ML leadership. 
I love your customers! My passion and experience for growing businesses with “Loyal Customers” spans 20+ years. It started with brick and mortar as a retail store manager in college then took off in the digital sense (data) with America Online. I spent 5+ years with AOL in a variety of posts from product development to marketing & member services fine tuning my data science skills. From there I took those learnings and ventured into many different types of business types like membership models, television, streaming services, CPG, B2B, DTC, startups and fortune 500 brands. I help teams find their successful paths by focusing on key deliverables, building up and working on amazing teams, adapting to new learnings and listening to our data / customers every day!
I have a history of scaling and running businesses from $5MM to $500MM+ (DTC e-commerce - streaming media – CPG – B2B – consulting agency – B&M)
The companies I have been privileged to work for all sell products, have P&L's and are searching for growth. I have done that with high degrees of accuracy with the tools available. But why I believe I am good at this outside of the business acumen, I start at the other end with the customer. What our products do for their lives and families. Improving their lives improves our model.....be the best at that!!!
I have led, grown and created passion within organizations from 10 to 200+
• My team always comes first
• Believe you can succeed ALWAYS (just keep swimming)
Professional Skills
Growth Hacking Lead | LTV & Journey Mapping | DTC | Memberships | B2B | Data Analytics | CRM | SEM | Team Development | P&L Ownership | C-Level Executive | Customer Loyalty | Strategic Planning | Social Media Marketing | Lead Generation | A/B Testing | CRO | Product Roadmap
Applications & Products
Shopify | Klaviyo | Tableau | Looker | Google Analytics (GA4) | WordPress | Salesforce | Pipedrive | Oracle Suite | Chart Mogul | Microsoft Suite (Excel / Word / PowerPoint) | Google Suite | Growth Hacker | Amazon Seller Central | A/B | Adobe Target | Hubspot
When I am not working I am likely out surfing, treasure hunting, hiking, scuba diving, hanging out with family, watching EPL - La Liga - Serie A or WSL (World Surf League…surfed my whole life and these men and women are amazing!) or finally sitting with my best pal & cat Shadow (now wishing he was still here) reading a book….
"I am a great believer in luck, and I find the harder I work, the more I have of it." -- Thomas Jefferson
“A little nonsense now and then is cherished by the wisest men” -- Willy Wonka 
