Derek Smith Email & Phone Number

San Francisco, Ca, Us

I am currently the Business Operations Manager for Named Accounts at Autodesk where I work alongside the Named Account Sales leadership team developing and implementing programs in support of Named Accounts objectives, facilitating access to services within Revenue Operations and stakeholders across COO organization.

San Francisco, Ca, Us

Tempe, Arizona, Us

Inspired teams that created, maintained and optimized content that supports 80M users globally across multiple brands and product offerings. We were responsible for the end to end content management framework such as content models, style guides, content design, taxonomy and information architecture which enables our platform to surface content for our customers at the right time and place. I created strategies that transformed our digital support and technical content with a singular voice across many brands, products and features. The impact of this work was to ensure our customers can find the information they need to successfully use our products which I estimate saves the business $100M annually in support costs.

Tempe, Arizona, Us

Head of Consumer Support and Inside Sales organization's Support Community and Multimedia team focusing on our core mission to create, moderate and analyze member discussions to maximize the opportunity to empower our members to support one another. We aim to Modernize, Promote, Unify, and Integrate the NortonLifeLock Community and Multimedia into a seamless world class support experience at all touch points in the member journey.

San Jose, California, Us

Leader of Consumer CSIS organization's OmniChannel Operations team focusing on our core mission to satisfy new & existing customers by automating effortless chat channel experiences that maximize lifetime value via right-for-me channels & methods. We strategize to create a great customer experience and positive business result which can be delivered globally via emerging digital support channels across Social, eTail, Forums and Localization.(Consumer unit spun off as own company November 2019)

San Jose, California, Us

The Supportability Team works to identify, prioritize and implement improvements to the customer’s experience and make sure our support agents are prepared to help and engage with our customers. We specifically design experiences, processes and policies within Support that reduce churn, add value and ensure that answers to all possible questions our customers may have are available on our Support Portal for Customers or our internal Knowledge Base article for our agents. As a member of this team I bring the Voice of the Customer and our SME experience to the table. This means better experiences, solutions and launches can be created up-front, avoiding customer issues, churn, questions and contacts. We partner with every team at Symantec: Product Management, Marketing, Support (including Support partners), CRM, Sales, and Legal.

San Jose, Ca, Us

Regional Operations' America's Service Escalation point of contact to drive high visibility escalated cases to resolution. Focused on reducing escalation backlog, driving Process, Policy, People trending analysis, and improving deliverable from our vendor teams. The Escalation team directly impacts customer experience by resolving challenging issues within the Order Management space. Additionally, the team manages Bookings commit process for Cisco and thus has an impact on company’s booking numbers. The dual responsibility of escalation and commit management puts Global Escalations team at the heart of Cisco Customer Partner Experience

San Jose, Ca, Us

Team is responsible for execution of service renewals, contract consolidation/management, inventory agreement/verification, deal management, acting as POC to ensure deals book successfully from an operational perspective, and maintaining project status on Active Deal Tracker.Directly manage all escalations, workflow, and communications to ensure we are meeting expectations and executing on our deliverables; develop talent and career development opportunities within my team and across business; prepare and present QBRs to management; interview, hire, and onboard new team members; direct weekly meetings to ensure team is on track and identify and address issues as necessary; foster environment to encourage innovation to improve and share best business practices and efficiencies.

San Jose, Ca, Us

The PRSM team supports Cisco's Premier Tier 1 Partners with a dedicated management team addressing support operations issues to make it easier to do business with Cisco. We oversee our Partner's support cases and provide case analysis, trending, case resolution, business metrics reporting, deal management and drive solutions for our Partners to make it easier for them order service maintenance on their product install base.

Washington, Dc, Us

Maintained full accountability for supporting junior and senior-level attorneys in all aspects of transactional, regulatory, and complex litigation matters. Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while maintaining high quality standards. Proficiently conducted legal research of complex issues using Westlaw and governmental databases.

B.A., Political Science, History

Mpp/Mpa, Public Policy, Public Management & Administration

Education record