> Owning Client Success, Demo Instance Management, and primarily serving as the voice of theclient to the internal team> Creating a backlog of client configurations and customizations for future reference andknowledge sharing> Writing blogs and client-facing documentation to help further showcase the value of DataPlantand improve SEO> Hosting and co-hosting webinars and podcasts on DataPlant, Product, and Client Successrelated themes> Working with Product to drive features based on client feedback to improve user experience andfunctionality

> Serving as a lead for creating exceptional experiences for GFI Digital clients> Improving the overall Customer Experience, focusing on client analytics, client reporting, onboarding, creating differentiating experiences for our clients, and designing our conversations to be more consultative and outcome focused> Supporting the Client Success organization by developing deliverables/templates designed to create more consultative conversations with clients, enablement, and training to help the Client Success team be more consultative> Prioritizing and leading Customer Experience improvement initiatives> Implementing customer advocacy (e.g. reference ability programs, customer satisfaction measurements, community engagement, etc.)> Driving analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)> Conducting on-site Quarterly Business Reviews with Clients

> Managed outcomes of client engagements as Solution Owner.> Tracked time submissions and buckets of contracted hours for my team on the ground.> Provided in-depth weekly updates to stakeholders and also ensured that stakeholders felt that I was not only a resource from Slalom but a resource that was there to help with any and all needs (product & process needs especially).> Held responsibility for maintaining internal resources while working to advance the brand. Navigated any barriers to this through reinvigorating resources to ensure the effective continuation of the engagement.> Maintained a high yearly utilization percentage and worked to provide value wherever necessary.> Continuously worked to sharpen my skill set and identify new opportunities to advance areas and provide value (agile development, scrum ceremonies, product management methodologies, etc.).> Coordinated all communication with stakeholders including maintaining a working understanding of various levels of seniority and expertise, and understanding language for metrics and artifacts specific to the stakeholder group.> Quickly adapted to frequently changing team makeups and gained skills to create a safe, welcoming, and authentic environment for the team to seek support.> Drove stakeholders to not only improve their process, but to ask “why” and challenge ways of working that could be enhanced, improved, or reimagined.

> Manage our Payment engineering team to ensure that we are able to meet deadlines and also lay out a clear and concise roadmap to keep deadlines transparent.> Manage a backlog of tickets and use prioritization and impact to drive decisions as to what features we build and when.> Work with our internal support teams on escalating cases where manual intervention is required to ensure advertisers and internal clients never endure a poor user experience.> Work with engineering resources to ensure that our fraud mitigation services are properly tuned and we are able to keep our fraud to a minimum, while also maximizing our ability to accept payments from non-fraudulent actors.> Carry out legal and privacy reviews for feature releases to ensure that both user data and advertiser data privacy are kept at the highest regard.> Manage cross-functional relationships to ensure that when shipping features that touch multiple application surfaces all team members are in lock-step and we meet our desired delivery dates.> Create and carry out Strategic Plans per half and Objectives and Key Results sessions/documents to ensure that all members of not only my own team, but others teams, are on the same page about committed goals and needs.> Develop an understanding and a process to which we are able to communicate to various regions when tax changes or other features/updates go live and how they will be impacted.> Work with Product Marketing to ensure that all releases and features are communicated to internal resources and also external resources via release notes and other means.> Manage the refund process to ensure the ability to refund advertisers when systems occasionally overcharge using BigQUery, Looker, and other internal tooling.> Investigate and understand emerging markets with rigorous regulations to better plan on how we’re able to break into them and be successful and without issue.

> Identify, propose, analyze and prioritize new features and platform changes in collaboration with business and technology teams> Develop clear user stories and requirements and articulate product functionality> Build wireframes illustrating key platform user interfaces for use by the engineering team> Develop agile product roadmap and ensure it is communicated throughout the company> Work closely with software engineers to answer questions, guide development and review the implementation of new and changed features> Engage with client success team to answer client product questions, educate on product usage and demonstrate product functionality to new and existing customers> Solicit customer and internal feedback to facilitate a continuous improvement process> Monitor changes and additions to partner and third-party technology offerings and recommend adoption of new functionality beneficial to the platform

> Designing the Implementation process to help stream-line the TopOPPS feature set and onboard Sales Reps, Managers, and Admins in the most efficient fashion.> Narrating documentation that helps to shape the user experience and help better tell a story with the TopOPPS application and the wealth of information provided.> Help with creating a self-sufficient internal demo to help internal Sales team be successful and also to have a more sustainable way to demo our product.> Leveraging Gainsight PX to help track usage within our application and to further adoption during the Implementation process and beyond.> Working with Customer Success to ensure that the transition process from Implementation to Ongoing went smoothly and that all knowledge was captured.> Facilitating pre-sales engagements to ensure new Implementations are aligned successfully with the goals of the client (or potential client).> Collaborating with Engineering and Product Management on client requests as it pertained to accepting and understanding requirements, communicating this appropriately and effectively to the team, then setting and delivering on the expected delivery date of feature enhancement or potential fix.

> Set strategic direction in my Client’s use of Gainsight to address business challenges with a prescriptive approach to Customer Success and Gainsight configuration best practices.> Facilitated the setting of outcomes and measurable objectives with my Clients (“success criteria”).> Held Client and myself accountable to delivering against success criteria.> Engaged resources across my Client's organization and worked cross-functionally within Gainsight to identify opportunities and risks, and then present recommendations and solutions.> Facilitated conversations with my Clients through a variety of tactics, including Challenger methodology, to ensure the client stayed on track to seeing maximum value from the Gainsight product.> Ownership for outcomes including risk management and mitigation, Client's value realization, and Client & Gainsight's mutual success

Title and Promotions with TopOPPS:> Principal Customer Support Analyst (December 2016 - November 2017)> Senior Support Analyst (December 2015 - December 2016)> Support Analyst (December 2014 - December 2015)> Onboarded, trained and nurtured client accounts on all 3 available CRM’s: - Salesforce.com - Microsoft Dynamics - Netsuite> Leveraged Gainsight to maintain a personal client base of 30+.> Utilized Zendesk to resolve Customer Support items and communicate resolutions promptly.> Worked with the Engineering team on product enhancement requests as well as troubleshoot and resolve unintended errors within the TopOPPS application.> Created TopOPPS technical documentation for users, managers and administrators to utilize for implementation and training purposes.> Helped build a clean, efficient internal CRM as an Internal Salesforce.com administrator.> Trained internal staff on TopOPPS, as well as how to navigate and utilize Salesforce.com.

Title and Promotions with KnowledgeLake:> Product Owner (March 2014 - November 2014) - Worked directly with clients and engineers to develop features for upcoming product releases. - Organized and scheduled the development cycle for new applications, as well as maintenance releases.> Implementation Specialist (August 2013 - March 2014) - Collaborated with clients to help them implement and configure the KnowledgeLake suite. - Traveled to various client sites to help ensure a smooth deployment of the KnowledgeLake suite.> Customer Solutions Specialist (August 2012 - August 2013) - Maintained a high level of customer satisfaction - Troubleshot the KnowledgeLake suite of products for the client base. - Assisted Engineering with the replication and solution portion of errors within the product.

> Handled managerial duties while the Store Manager/Assistant Store Manager were out.> Maintained a high level of customer satisfaction.> Drive sales of new and upcoming games.