Gilda Knight
GTM Engineer (Post-Sale) | Technical Support Engineer | Customer Activation, Retention & SaaS Integrations
ExtensivGTM Engineer (Post-Sale) with 5+ years of experience operating at the intersection of customers, product, and revenue in SaaS environments.
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My work focuses on removing technical friction after the sale, accelerating customer activation, unblocking integrations, and protecting retention by resolving revenue-impacting issues quickly and clearly. I’ve supported complex platforms across logistics tech, smart home, and CRM-driven SaaS, partnering cross-functionally with Product, Engineering, Support, and Customer Success to ensure customers reach value fast and stay there. What I do best: • Own post-sale technical execution for onboarding and integrations • Diagnose and resolve adoption-blocking technical issues (APIs, workflows, configs) • Act as the escalation point for high-risk or renewal-sensitive accounts • Translate customer pain into actionable product and GTM feedback
GTM Index
- EXTENSIVJOB
- GTM Eng (Post-Sale)2Y
GTM Engineer (Post-Sale) | Technical Support Engineer
Extensiv
• Owned post-sale technical execution for SaaS customers, supporting integrations and reducing time-to-value for existing accounts • Resolved adoption-blocking issues across APIs, third-party integrations, and platform configurations, improving customer activation and retention • Drove technical escalations for high-risk and renewal-sensitive accounts, prioritizing resolution based on customer impact, urgency, and revenue risk • Partnered cross-functionally with Product and Engineering to identify recurring friction points and contribute to fixes that reduced repeat support issues
- LEVEL HOMEJOB
- Customer GTM Eng9M
Customer GTM Engineer | Technical Support Specialist
Level Home Inc.
• Guided customers through technical onboarding and device integrations, increasing successful setup rates and long-term product adoption • Diagnosed and resolved complex hardware, software, and connectivity issues, improving customer satisfaction and reducing repeat contacts • Acted as the customer-to-product liaison, surfacing real-world usage patterns and technical gaps to internal teams • Demonstrated adaptability and eagerness to learn, swiftly mastering new tools and processes for improved customer success outcomes
- DIVVY HOMESJOB
- Senior Customer Support Sp…1Y 9M
Senior Customer Support Specialist (Post-Sale Operations)
Divvy Homes
• Supported high-volume post-sale operations, consistently handling complex customer cases while maintaining strong satisfaction scores • Identified systemic process and tooling issues, escalating trends that led to operational improvements and reduced customer friction • Handled escalated customer scenarios requiring prioritization, judgment, and clear communication across multiple stakeholders
- H&MJOB
- Customer Success Mgr2Y 8M
Customer Success Manager
H&M
• Led customer experience and sales operations in a high-traffic environment, supporting daily interactions with thousands of customers • Coached and developed teams to improve service quality, operational efficiency, and customer satisfaction metrics
- TARGETJOB
- Senior Team Leader, Custom…2Y 10M
Senior Team Leader, Customer Experience & Visual Merchandising
Target
• Managed and supervised 40+ employees across multiple departments in a high-volume retail operation • Owned daily execution of customer experience, staffing, and performance outcomes
- Team Leader, Customer Serv…3Y
Team Leader, Customer Service
Target
• Oversaw staff of 60+ employees who had roles such as cashiers, cart attendants & guest services • Attained 100% guest service scores determined by external auditors by proactively resolving customer issues • Increased team education 80% by organizing team meetings, supervisor meetings & running team member training • Prioritized & delegated tasks based on resources & availability of staffing; achieved 100% execution of goals • Increased team performance 40% by developing a performance monitoring report & focusing on individual performance management
- RUGGED MENTALITYJOB
- Brand Strategist1Y 11M
Brand Strategist
Rugged Mentality
• Developed a new brand identity and marketing strategy, resulting in a 20% increase in online sales revenue. • Managed and promoted social media accounts, growing following by 30% and increasing engagement rate by 15%. • Negotiated prices with manufacturers and streamlined the supply chain, achieving a 25% reduction in production costs. • Organized and executed 5 successful popup shop events, each attended by over 50 people, resulting in a 40% increase in sales during the events. • Expanded the client database by 50% through networking and email marketing, resulting in a 25% increase in sales from email campaigns.
- CALIFORNIA STATE UNIVERSITY-LONG BEACHSCHOOL
- Bachelor of Arts (B.A.), F…4Y 11M
Bachelor of Arts (B.A.), Fashion Merchandising
California State University-Long Beach
- KUTULA BY AFRICANAJOB
- Customer Experience & Mktg…4M
Customer Experience & Marketing Intern
Kutula by Africana
• Increased public awareness 15% by building a favorable brand image with customers through events, social media, customer service & creation of marketing materials • Developed & executed public relations campaigns that integrated with clients’ marketing strategies • Pitched ideas, press releases & produced content to publish throughout various print & digital advertising channels • Reduced operating expenses by 20% by searching & hiring new manufacturer
- Job: Extensiv — GTM Engineer (Post-Sale) | Technical Support Engineer · 2024-10 – present · 1y 10mo — • Owned post-sale technical execution for SaaS customers, supporting integrations and reducing time-to-value for existing accounts • Resolved adoption-blocking issues across APIs, third-party integrations, and platform configurations, improving customer activation and retention • Drove technical escalations for high-risk and renewal-sensitive accounts, prioritizing resolution based on customer impact, urgency, and revenue risk • Partnered cross-functionally with Product and Engineering to identify recurring friction points and contribute to fixes that reduced repeat support issues
- Job: Level Home Inc. — Customer GTM Engineer | Technical Support Specialist · 2024-01 – 2024-10 · 9 mo — • Guided customers through technical onboarding and device integrations, increasing successful setup rates and long-term product adoption • Diagnosed and resolved complex hardware, software, and connectivity issues, improving customer satisfaction and reducing repeat contacts • Acted as the customer-to-product liaison, surfacing real-world usage patterns and technical gaps to internal teams • Demonstrated adaptability and eagerness to learn, swiftly mastering new tools and processes for improved customer success outcomes
- Job: Divvy Homes — Senior Customer Support Specialist (Post-Sale Operations) · 2021-10 – 2023-07 · 1y 9mo — • Supported high-volume post-sale operations, consistently handling complex customer cases while maintaining strong satisfaction scores • Identified systemic process and tooling issues, escalating trends that led to operational improvements and reduced customer friction • Handled escalated customer scenarios requiring prioritization, judgment, and clear communication across multiple stakeholders
- Job: H&M — Customer Success Manager · 2019-02 – 2021-10 · 2y 8mo — • Led customer experience and sales operations in a high-traffic environment, supporting daily interactions with thousands of customers • Coached and developed teams to improve service quality, operational efficiency, and customer satisfaction metrics
- Job: Target — Senior Team Leader, Customer Experience & Visual Merchandising · 2016-04 – 2019-02 · 2y 10mo — • Managed and supervised 40+ employees across multiple departments in a high-volume retail operation • Owned daily execution of customer experience, staffing, and performance outcomes
- Job: Target — Team Leader, Customer Service · 2013-04 – 2016-04 · 3y — • Oversaw staff of 60+ employees who had roles such as cashiers, cart attendants & guest services • Attained 100% guest service scores determined by external auditors by proactively resolving customer issues • Increased team education 80% by organizing team meetings, supervisor meetings & running team member training • Prioritized & delegated tasks based on resources & availability of staffing; achieved 100% execution of goals • Increased team performance 40% by developing a performance monitoring report & focusing on individual performance management
- Job: Rugged Mentality — Brand Strategist · 2016-02 – 2018-01 · 1y 11mo — • Developed a new brand identity and marketing strategy, resulting in a 20% increase in online sales revenue. • Managed and promoted social media accounts, growing following by 30% and increasing engagement rate by 15%. • Negotiated prices with manufacturers and streamlined the supply chain, achieving a 25% reduction in production costs. • Organized and executed 5 successful popup shop events, each attended by over 50 people, resulting in a 40% increase in sales during the events. • Expanded the client database by 50% through networking and email marketing, resulting in a 25% increase in sales from email campaigns.
- Job: Kutula by Africana — Customer Experience & Marketing Intern · 2017-01 – 2017-05 · 4 mo — • Increased public awareness 15% by building a favorable brand image with customers through events, social media, customer service & creation of marketing materials • Developed & executed public relations campaigns that integrated with clients’ marketing strategies • Pitched ideas, press releases & produced content to publish throughout various print & digital advertising channels • Reduced operating expenses by 20% by searching & hiring new manufacturer
- Job: Mike Ollefs — Customer Experience & Marketing Intern · unknown – present
- Job: Go To Market Engineering — Customer Experience & Marketing Intern · unknown – present
- Job: Mike Ollefs — Brand Strategist · unknown – present
- Job: Go To Market Engineering — Brand Strategist · unknown – present
- Job: No-company. (Self-employed.) — Customer Experience & Marketing Intern · unknown – present
- Job: No-company. (Self-employed.) — Brand Strategist · unknown – present
- School: California State University-Long Beach — Bachelor of Arts (B.A.), Fashion Merchandising · 2013 – 2017
- School: Trailhead by Salesforce — Information Technology
Skills
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