# Robert Hegedus > Customer Success Leader | Champion of Retention, Growth, and Strategic Partnerships Location: Benicia, California, United States Profile: https://flows.cv/roberthegedus I am a driven customer success leader and software engineer passionate about building scalable solutions and delivering impactful results. My personal and professional experience is a constant journey of growth and evolution. I enjoy expanding my day-to-day skillset as a jack-of-all-trades and succeed best in a collaborative and cross-functional environment. I strongly believe in the saying “Standing on the shoulders of giants..” and actively work to apply this in all aspects possible. Strengths: Customer Support and Training Solutions Architecture (Pre/Post Sales) Geographically dispersed teams Strategic Partnerships Customer Retention Mentorships Technical Skills: SQL | MongoDB | RedShift PHP | Ruby | Python Integrations REST/SOAP API ## Work Experience ### Founder & Lead Engineer @ Family Pet Manager LLC Jan 2025 – Present | Benicia, CA Architected and launched a comprehensive, serverless SaaS application from the ground up, managing the entire product lifecycle from initial scoping to cloud deployment. Designed a highly scalable backend architecture utilizing AWS and DynamoDB, prioritizing secure state management, comprehensive logging, and fast data retrieval. Developed a responsive, modern frontend using Next.js and deployed via Vercel to ensure high availability and a seamless user experience. Acted as the primary product manager, defining the feature roadmap, validating architectural decisions, and building with future modularity in mind. ### Forward Deployed Engineer @ Lago Jan 2025 – Present | San Francisco Bay Area ### Consultant @ Hegedus Consulting Jan 2023 – Present | San Francisco Bay Area ### Senior Manager of Bank and Partner Operations @ FIS Jan 2023 – Jan 2024 | San Francisco Bay Area (Aquired by FIS in Oct 2023) Focused on partnering with banks and vendors to provide seamless integration and ongoing relationships. Responsible for creating new SOPs and project plans to deliver new features and meet regulatory requirements. Key Achievements: • Led, planned, and managed the onboarding and implementation of two sponsor banks • Introduced cost-saving measures and price restructuring to increase the profitability of physical cards (both standard and customized offerings). Standard from -$0.10 per card to $0.35 per card. Custom -$0.25 per card to $2.55+ per card. • Managed all partner/vendor relationships. Sponsor banks, card printers, credit reporting • Vendor Management - Assessment, negotiation, risk mitigation, management Major projects • Led automated credit reporting • Creation of custom integrations to increase efficiency and visibility for internal teams • Custom reports on demand for key stakeholders and customers (SQL) ### Director of Customer Experience and Partnership Consulting @ Apto Payments Jan 2021 – Jan 2022 | San Francisco Bay Area (Acquired in 2023) Responsible for managing the customer experience org, two SEs, two IEs, two Support Agents, and four CSMs. Partner with Product and Engineering to research, scope, and deliver new features. Solution Architect for “VIP” customers. Key Achievements: • Delivered $1.2MM in revenue growth by hiring and training new sales team • “See around the corner” through research and collaboration with banks(2), vendors(3), and customer feedback • Created and implemented the Customer Experience Org - Managing four teams: Implementation, Solution Engineering, Customer Support, Customer Success • Drove six new features and products to market • Led, planned, and managed the onboarding and implementation of one sponsor bank • Vendor Management - Assessment, negotiation, risk mitigation, management ### Senior Solutions Engineer @ Apto Payments Jan 2020 – Jan 2021 | San Francisco Bay Area Key Achievements: • Key member of the Incident Response Team • Worked directly with Sponsor Banks to design, approve, and deliver new card program constructs • Automated manual processes to increase efficiency and reduce error rates • Created, updated, and tuned SQL queries for investigations, incidents, custom reports, analytics • Worked directly with product and customers to scope new and existing features • Reviewed, suggested, and wrote production code and documentation ### Solutions Engineer @ Recurly Jan 2018 – Jan 2020 | San Francisco, California • Delivered $165K ARR and $180K one-time revenue through NetSuite Integration and by creating a Professional Services package for custom reporting • Positioned myself to be a strategic partner with both customers and vendors • Point of escalation for the lifecycle of a customer (Pre-Sales to Post-Sales) • Solutioned and implemented various components of a customer's implementation and adoption of the platform, both pre- and post-sales • Managed and supported all aspects of the Salesforce and NetSuite integrations • Owned end-to-end various professional service engagements (NetSuite integration, custom work, custom reports, etc.) • Created custom workflows and scripts using various systems (Jitterbit, Postman, Tray, Zapier, NetSuite, • SME for Kount, Avalara, NetSuite, SFDC, SQL, PHP, CCPA, GDPR • Technical go to for "Super VIP" customers ### Manager, Product Support Engineer @ 500friends, a Merkle Company Jan 2017 – Jan 2018 | San Francisco • Assist with hiring and training new employees • Write custom scripts utilizing PHP & Ruby to read, write, and format data to fit various needs • Create scripts in PHP & Ruby for performing custom tasks to fit client needs • Write Redshift queries to create custom reports and troubleshoot client and system issues • Take client calls to understand and resolve issues • Work with and advise clients on work flows and process to create a more seamless integration and better end user experience • Find, validate and report bug's to Engineering and product team • Working with clients and CSM's on scoping product features prior to creating feature requests for the Product team • Troubleshoot and write Email campaigns using Liquid • Understand and advise on a wide variety of loyalty solutions for clients ### Tier 2 Client Support Engineer @ Sailthru Jan 2016 – Jan 2016 • Assist clients with creation of API calls in various languages (PHP, C#/.NET, Java). • Creation of custom API calls, including functions, to test various functions of the Sailthru API. • Provide training for support team members on all aspects of the product. • Provide Tier 1 and Tier 2 support for clients and account managers. • Create custom scripts to automate certain processes. • Be an escalation point for all client support engineers (CSE’s). • Create and maintain ZenDesk Knowledgebase. • Create custom scripts to modify large amounts of data as part of SOW’s for clients. • Create custom solutions to accomplish client work flows and desired end results. • Use knowledge of the industry and product abilities to fill in gaps in clients process, workflows, and current deployments. ### Client Support Engineer @ Sailthru Jan 2013 – Jan 2016 • Assist clients with creation of dynamic email campaigns to increase click through rates. • Assist clients with creation of custom API calls in PHP and Ruby. • Creation of custom API calls, including functions, to test various function of the Sailthru API. • Create support training documentation for both PC and MAC of various facets of the application. • Provide training for support team members on building API calls. • Perform training for support team members on excel functions and possible uses for support and statistics. • Troubleshoot client deliverability issues to improve softbounce, hardbounce, and blacklisting. • Provide Tier 1 and Tier 2 support for clients and account managers. • Provide implementation support for West Coast clients and account managers. ### Enterprise Technical Engineer @ Nitro, Inc. Jan 2011 – Jan 2013 | San Francisco Bay Area ### Technical Support Lead @ MegaPath Jan 2007 – Jan 2010 | Livermore, California, United States ## Education ### AS/BS in Network and System Administration, Network and Communication Management DeVry University ## Contact & Social - LinkedIn: https://linkedin.com/in/robert-hegedus-ii --- Source: https://flows.cv/roberthegedus JSON Resume: https://flows.cv/roberthegedus/resume.json Last updated: 2026-04-10