Track and oversee POC and trial efforts leading to sales. Create and manage Channel Partner engagement and enablement programs. Hiring manager for the area.

Manage Sales Engineers and Core Support Representatives. Follow scheduling for proof of concept calls with customers. Follow issue resolutions through a ticketing system. Quality assurance checks. Aid sales teams with technical guidance. Interview prospective teammates. Aiding growth and training for APAC Technical teams. Create and manage adherence to policies and procedures. Bridging gap of service and knowledge between APAC and US Technical teams.

JumpStart was created in response to under-represented and/or underserved communities with a lack of access to technical and/or corporate training. We hire individuals with the goal of training and hiring for a full time position. Created and Implemented JumpStart Technical Support program. Oversee development and management of new team members with zero technical or corporate experience. Aid and mentor team members and oversee personal development and growth of each team member. Able to hire 5 individuals for the pilot program. 3 individuals are now in the top 10 of the highest performers on the Core Support team. 2 individuals are now in other departments reporting exceptional production. In charge of hiring and firing. In charge of creating and maintaining processes and procedures. Key collaboration across multiple departments. Manage Core Support inductees until the next round of JumpStart.

Provide genuine recommendations as to the hiring, firing, promoting, or disciplining of subordinate employees to which the Company gives significant weight. Work directly with Core Support staff and customers to help resolve technical support problems. Ensure processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling. Provide technical leadership and training for support reps. Receive requests for technical assistance and problem resolution from company employees. Review support ticket quality and ensure ticket handling processes are followed correctly. Communicate job expectations to the Core Support team. Exercise sound professional judgement in the analysis of technical support issue in order to: Provide solutions to problems via phone/email or Decide proper level of support required to solve problems. Monitor team statistics to acknowledge achievements or to determine areas for improvement.Approve all time off requests. Coach subordinates and provide performance feedback as needed.

Receive and solve trouble tickets for KnowBe4 customers while maintaining/exceeding statistical minimums for ticket solves, incoming phone calls, issue response times, and customer satisfaction. Work with Advanced Support and other Core Support representatives to report and track incident tickets until resolution. Internally test reported issues as evidence for incident tickets. Worked with the team to achieve statistical team goals and awards. Worked with the team to maintain ticket, and webinar standards. Keep up-to-date on all KMSAT, PhishER, and KCM enhancements. Record and oracle for daily onboarding webinars presented to new customers via webcast. Present walkthrough presentations 1 on 1 with customers as assigned by CSM team.

Setting up car dealership CRM platforms. Initiating contact and obtaining various preferences for CRM set up. Maintaining contact to obtain information to import DMS data, forms, inventory, deal data, etc... heavy emphasis on troubleshooting and testing of reported bugs. Coordinating with the implementation team to set up 30-40 clients a month. QA testing for 3rd party via lead disposition record sharing. Running through given testing materials to ensure proper data exchange for 3rd party integration.