- Leading all Customer Success Delivery Architect (Professional Services) functions and programs globally for Lacework - Refresh and define new Delivery / Professional Services offerings/SKUs - Drive increased efficiency and scale the business according to company targets - Increase & scale services attach rate - Increase & scale services revenue - Maintain / improve utilization rates - Drive product improvements - Improve cross functional interaction between Customer Success teams and Delivery/Services - Manage, maintain and improve existing external relationships with Delivery/Services partners globally - Creating new and improving existing intra-team and cross-functional efforts to deliver excellent outcomes for customers

Managing all technical delivery engagements for the Americas region.

- Build Professional Services Team from scratch- Build PS Tools and Methodologies for Lacework- Strengthen pre-sales process through pain-point discovery and strategic positioning- Pitch, scope, sell and close Professional Services deals- Lead customer projects with a Project Management mindset, toolset and approach- Drive Lacework platform implementation across all features- Consult with customers and provide solutions to unique and niche problems- Guide customers through cloud account configuration with Lacework, installing Lacework agent on containerized and non-containerized infrastructure- Provide hands-on help with platform integrations - Working hand-in-hand with Customer Success to drive healthy NPS, customer happiness, and retention - Drive upsells in active deals- Drive product feedback through frequent interactions with customers- Produce Case Studies through high quality engagements and champion building- Provide Product Training and Knowledge Transfer throughout customer engagements- Record, edit and publish internal interviews and story-telling videos with Sales, CSMs, TSMs- Always helping improve internal documentation

-Drive product adoption and optimal product experiences-Consult with customers to define, execute, and measure targeted success strategies-Lead customer deployment projects-Develop scalable systems that drive success across our entire customer base-Advocate for customers, working effectively with engineering to improve the product-Partner with engineering to provide terrific customer support

-Drive product adoption and optimal product experiences-Consult with customers to define, execute, and measure targeted success strategies-Lead customer deployment projects-Develop scalable systems that drive success across our entire customer base-Advocate for customers, working effectively with engineering to improve the product-Partner with engineering to provide terrific customer support

Supervisory role responsible for leading a group of Global Support Representatives (GSR) and Tier 2 (Global Support Technical Representatives (GSTR)) agents.Responsible for:Coaching, developing and mentoring teams of GSRs and GSTRsHelping to manage building operationsStaying aware of and handling call volume operations as neededLeading and directing site-wide and international projects to improve performanceHiring, interviewing and letting go of GSRs and GSTRsEnsuring the fastest and best support for escalating supervisors and their agentsCrisis manage during outages and other service disruptionsLiaison between engineering departments and customer serviceWork cross-functionally to ensure success of device/network/software-side updates and changesTrain teams and groups of agents on various modules relating to Netflix technologyCoordinate meetings between Tier 2, Tier 3 teams and engineering groupsOrchestrate site-wide projects to improve the business or customer experienceEnsure success of launching Netflix Originals content

Supervisory role over a group of technical Tier 2 and Tier 3 agents who support internal and external outbound) technical escalations. Responsible for:Leading and directing the Global Escalations departmentHiring / interviewing Tier 2 and Tier 3 agentsDevelopment and coaching of agentsEnsuring the fastest and best support for escalating supervisors and their agentsCrisis manage during outages and other service disruptionsLiaison between engineering departments and customer serviceWork cross-functionally to ensure success of device/network/software-side updates and changesTrain teams and groups of agents on various modules relating to Netflix technologyCoordinate meetings between Tier 2, Tier 3 teams and engineering groupsOrchestrate site-wide projects to improve the business or customer experienceEnsure success of launching Netflix Originals content

Supervisory position for a team of Global Support Agents, ranging from entry level agents to Tier 3 global support experts. Responsible for hiring, discipline, and terminations. Coach and develop representatives to address specific areas of focus or performance concern. Provide floor support for new training and process roll outs. Partnering with peers to share best practices and encourage mutual development. Continuously demonstrate a strong level of Netflix product knowledge and a commitment to quality and consistency while driving team performance to provide a consistently outstanding customer experience. Proactively identify potential issues with forthcoming system maintenance, website updates, application/firmware changes, etc. and effectively communicate concerns to appropriate business stakeholders. Always keeping Customer Service (CS) Management updated on detailed maintenance that will/may impact CS and communicate plans to circumvent any potential loss in functionality. Coordinate daily activities and projects, including knowledgebase content updates, bug triage, customer facing outage management, beta testing, and Netflix Ready Device launch preparation. Maintain flexibility for schedule changes based on business needs. Analyze metrics and call trends to drive improved efficiency and customer satisfaction.

Work with cutting edge consumer electronics and streaming technologies as well as handling basic troubleshooting for customer facing streaming issues. Use in-depth computer architecture and operating systems knowledge, with demonstrated hardware and software troubleshooting and networking experience. Focus on team needs and be able to provide guidance in a dynamically changing environment. Provide support to your team, customer support representatives and customers. Be a role model to team members, helping to drive consistent quality and customer experience. Utilize great interpersonal skills with customers and CSRs. Think quickly and use great judgment in pursuing the right course of action without relying heavily on set policies.• Provide assistance to Customer Service Representatives for WatchInstantly (WI) issues• Resolve technical escalations for Watch Instantly (WI), Netflixready devices (NRD) and Silverlight Player (SLP)• Track NRD/SLP issues, identify trends and report to Netflixengineering/QA and NRD partners• Provide CS team support/education by attending team meetings,channeling feedback from supervisors and performing NRD demonstrationsin training lab• Matrix content updates; identify, verify and post solutions to WIissues in Matrix• Participate in device pre-launch activities including beta testingand bug reporting• Provide support to other members of the Research team as needed(including Loss Prevention and website research)

Ensure unparalleled customer experience through use of a myriad of social skillsSelf-awareness of how to improve dissatisfaction rates for certain call typesProactively work with peers to help them in areas of opportunityEngage in supervisory-type exercises to gain experience and exposureReport on trends from calls to technical teamReport fraudulent and suspicious member behavior to research/fraud teamProactively create and execute on projects to improve customer experience based on behaviors and social skills that create an unparalleled customer experience

Take and build platform specs from documents containing queues of bugs to fixFile and report bugs/fixes Burn and flash BIOS and other chipsWork cross-functionally to reduce bugs occurring on specific hardwareKeeping the debug lab clean and organized