● Architected a Customer Success framework for New Product Introduction (NPI), streamlining customer recruitment, feedback analysis, and communication strategies, while maintaining a centralized NPI Hub for cross-functional team collaboration.● Led cross-functional efforts for seamless product and feature adoption by over 900 Privilege Cloud Standalone customers transitioning to CyberArk's Identity Security Platform, developing communication templates and enabling task handoffs via Gainsight workflows.● Mapped and enhanced NPI life cycles (DP, EA, GA) with a focus on customer feedback, recruitment, and process improvements through collaboration with the BI team, resulting in a consolidated NPI roadmap for better visibility into product launches and customer communication.● Established and led the Early Adopter Community, successfully recruiting 84 participants from over 400 interested customers, while developing a customer incentive program to encourage active feedback participation.● Implemented a comprehensive internal and external feedback system through Aha, ensuring streamlined feedback collection from internal subject matter experts, Design Partners and Early Availability customers. ● Led the creation and launch of the Services Hub, consolidating support-related resources and redesigning the support case submission workflow to enhance self-service capabilities and customer efficiency.● Developed a Customer Engagement Framework aligned with corporate goals to improve customer outcomes, identity security growth, and operational excellence, driving engagement and adoption post-GA.● Spearheaded the Customer One Insights Program, analyzing feedback and usage data to generate actionable insights, improving feature adoption and customer satisfaction, while reinitiating the Lighthouse Program to closely monitor post-GA customer success.

● Executed the product launch process including full go-to-market release process and beta programs in conjunction with product, product marketing, support, and customer enablement.● Owned product release readiness, ensuring customer-facing teams have the appropriate role-based enablement to support their customers.● Managed the customer engagement and feedback process to increase NPS scores, ensure reliability across all products, increase renewal goals, and increase the overall educator experience.● Advocated for all stakeholders throughout the release cycle to ensure they have the support needed to succeed

● Lead the execution of cross-departmental processes during internal product development communications.● Directed ongoing working groups during the development of new products and features.● Defined operations during product release working groups to lead each stage of development through to a successful launch● Designed, developed, and launched Istation’s first internal and external knowledge base (Helpjuice)● Managed company-wide knowledge base, analyzed needs for further development, and conducted daily/weekly releases to ensurematerial held consistency with an ever-changing product.● Coordinated with the Data and Web Engineering department for incorporating the knowledge base iframe into production● Executed cross-functional efforts for employee development on new product promotions● Partnered with internal stakeholders for the development and assessment of internal needs for strategic learning initiatives● Served as an executive-level liaison and presenter for company-wide product and initiative trainings● Researched current trends within the Learning and Development industry and presented ROI for Customer Support analytics● Produced customer-facing tutorial videos for product development – Adobe Premiere Pro● Created and managed Istation’s first customer-facing certification and training platform – Google Forms, Certify’em, Proprofs

● Managed company-wide employee onboarding within Istation’s Learning Management System – Articulate 360● Compiled resources across multiple company-wide platforms, revised outdated materials, constructed and managed a newcompany-wide platform for housing cross-departmental materials within one platform – Confluence

● Created the framework and training curriculum for Istation’s Learning Management System● Analyzed individual department needs; determined optimal training and development plans and procedures● Evaluated company-wide training methods and established new processes for internal training● Arrange for ongoing technical training and personal development classes for all employees● Collaborated cross-departmentally to construct an internal knowledge base for company-wide access● Developed and gathered content for Marketing campaign focuses● Collected content for company-wide newsletters based on targeted marketing strategies● Met continuously with executive level and team leads on strategies for developing need within the Customer Success Team

● Project Manager for a statewide research project● Established framework and process for department roles and day to day responsibilities● Strategically planned processes for onboarding and increased usage by analyzing specific customer needs● Helped build and develop the Implementation team and the process for working with customers and internal employees● Supported customers through the implementation of Istation, including: onboarding, product training, monitoring use, and bestpractices● Created and contributed to ongoing cross-departmental strategy meetings to ensure customer needs were met● Continually found ways to improve the delivery of needed information to the Istation user base● Monitored, analyzed and distributed data for state contracts● Track and manage completion rates for internal research projects

Currently raising the standard for education through accountable discussions and higher level thinking

American History, Earth Sciences, English Language Arts - Project Based Learning - student-centered pedagogy integrated with rigorous research - Process Champion Campus Leader - maximized leadership and organizational skills among colleagues - CoLead the pilot program for gender-segregated classrooms - Professional Learning Community - organized professional collaborative teams - Projection profiles - analyzed campus and classroom data, based on standardized testing

- Organized teams for foundation repairs to be made based on job type and crew- Scheduled consultations for contractors to access new jobs- Assigned specific crews to jobs based on the type of repairs or construction needed to be completed- Managed timesheets and weekly payroll for contract workers- Conducted research for warranties filed under specific locations- Transferred guarantees and warranties over during changes of ownership