- Coach and educate a set of customers on implementation and usage best practices for the Sonatype Nexus Platform to ensure smooth on boarding, faster adoption, and increased footprint- Share field insights with peers in Customer Success as well as our Sales, Product Marketing, and Engineering teams- Provide feedback on how to bring more valuable features to the product based on customer reactions and your hands-on experiences.- Discover and analyze gaps in the customer experience, identifying early warning signals and then working with cross-functional teams to address them- Act as the voice of the customer using insights to drive improvements, influence product roadmap, and deploy customer advocacy programs- Ensure customers are SUCCESSFUL and DELIGHTED with Sonatype products and services, not merely satisfied

Serves as the central point of contact for the customer, expands client relationships, oversees integrated account team execution, and ensures the client support team meets or exceeds customer expectations. Creates and expands the customer relationship through exploration of the customer’s business and roadmap. Works independently or leads small technical teams with Akamai customers/resellers to evaluate the customer’s web architecture and deliver the appropriate integration solution. Accountable for customer implementation portfolio, including architecture design, portfolio planning and throughput, creation and maintenance of operational controls and tracking metrics and deliverables. Strategic development and technical management of customer environment. Participates in operational issues related to specific engagements, including billing, expenses, staffing, and other client facing activities. Works closely with direct sales to educate customers on services and solutions – including conference calls, site visits, presentations, technical evaluations, technical objection handling, proposals, and follow-up on all customer related issues.

Led the technical integration of customer web sites helping to craft and scope a solution from pre-sales to customer sign-off. Identified new product features and additional sales opportunities and communicated those to the appropriate cross-functional teams including Account Management, Sales, Engineering, Product Development, and Customer Support to meet deadlines, resolve issues, and exceed customer expectations.* Managed customer support operations for $31 million global system that enhances web content delivery and secures websites for 50 military organizations across multiple networks* Led emergency security integration with just 4 hours’ notice, resolving a large-scale DDoS attack for a high-profile Department of Defense Intelligence Agency which led to a 10% contract revenue increase

Established and promoted the product culture, vision, strategy, and execution for all web and mobile products. Developed and implemented strategies for growth of mobile and enterprise security solutions. Teamed with CTO to develop and implement streamlined processes that provided enhanced value to internal and external clients. Planned and executed digital marketing, web presence, SEO, social media, and online advertising.* Led the redesign, deployment, and marketing of a secure mobile product, leading to a 400% increase in revenue in the first month and #1 app ranking in multiple countries* Devised and implemented social media marketing campaigns that improved product awareness leading to a combined audience growth of over 300% in three months

Identified emerging trends in the cybersecurity sector, developed strategies, and recommended solutions that improved the security products provided by the company. Coordinated partnership building efforts with small and large corporations. Consulted with customers to understand business needs. Directed business process analysis, documentation, design, development, testing, implementation, and maintenance of IT solutions.* Developed project plan and led successful migration of enterprise document management system to a new data center within a new virtual environment with no negative customer impact* Conducted user experience analysis and redesigned user interface, resulting in an overall reduction of support calls while increasing the efficiency of site administration personnel

Identified emerging trends in the information technology sector, developed strategies, and implemented solutions that allowed the company to provide higher levels of service to its internal and external clients. Recruited, supervised, and mentored IT staff to include project managers, software engineers, business analysts, software quality assurance engineers, network/system administrators, and help desk personnel. Developed, monitored, and managed annual IT budgets for staff, equipment, and services supporting corporate and client projects. Consulted with customers to understand business needs and perform business process analysis, requirements documentation, design, development, testing, implementation, and maintenance of IT solutions. Directed the installation, maintenance, upgrade, and retirement of systems related to network infrastructure, hardware components, operating systems, databases, business systems, and office productivity applications. Developed, refined, and documented corporate level technology processes and standard operating procedures.* Implemented financial analysis procedures to record corporate communications expenditures and identify unnecessary costs, saving over $100,000 while improving service level agreement support.* Aggressively led the consolidation of corporate IT services, simplifying the IT infrastructure, reducing production servers by 20% and cutting annual IT budget by over $220,000 annually.

Managed 12 concurrent software development and maintenance projects of web-based applications for the Secretary of Defense, Defense Advanced Research Projects Agency (DARPA), Department of Homeland Security (DHS), and Office of Naval Research (ONR). Planned, monitored, directed, and controlled financial administration, tasks, and deliverables for complex IT projects valued at $1.9 million in annual revenue. Analyzed corporate business processes and assisted IT Director with development and implementation of streamlined processes that provide enhanced value to internal and external clients. Coordinated tracking and resolution of system security vulnerabilities in coordination with Information System Security Officer (ISSO). Conducted recurring project status meetings with system owners, resolved issues, and managed risks.* Managed development and deployment of newsletter creation and distribution web application that reduced weekly newsletter production time by 50%, saving $175,000 annually* Spearheaded requirements elicitation, development, and deployment of status report generator, simplifying workflow and reducing indirect costs by 10% while improving contractual compliance* Led implementation of .NET Content Management System (CMS) as foundation for custom developed web sites, allowing customers to instantly update site content without software developer support

Led 10 military and 16 contractors in day-to-day operations of the design, development, and maintenance of enterprise-wide Knowledge Management (KM) solutions encompassing personnel, finance, equipment, and travel operations management that was used for direct support of the President of the United States. Managed $4M contract for software development.* Conducted executive-level Knowledge Management briefings to over 55 Department of Defense (DoD), government, and industry partners. Software solutions were lauded by President’s Chief of Staff and DoD CIO, leading to its adoption by the Office of the Secretary of Defense.* Managed delivery of first-ever financial management system used to control $110 million budget, leading to identification and retrieval of $5.7 million in unresolved operating expenses.* Streamlined business processes and improved software development productivity by over 20% in one year, enhancing delivery of software capabilities for over 1,800 customers.

Managed 30 contractors in the development and deployment of world-wide intelligence system used for operational decision making by senior military and civilian leadership. Controlled dissemination of critical systems information using state-of-the-art technologies and information assurance methodologies. Directed implementation of best practice software engineering principals and system documentation using industry standards.* Hand-picked as the first military enlisted project manager and guided program to first-ever successful passing grade in DoD intelligence information system test.* Coordinated and managed 2 system acceptance tests with over 50 remote and 20 on-site testers, achieving 98% success rate and completing operational testing 2 weeks ahead of schedule.* Revamped utilization of personnel and materials for $8.9 million intelligence information system, reducing overall budget by 20% while maintaining exceptional customer support.

Led 4 military and 3 government civilian software developers in the design, development, and maintenance of client-server applications using Microsoft SQL Server, Microsoft Visual Basic, and Microsoft Access. Documented, implemented, and oversaw software engineering principals used in the development of systems for the Defense Intelligence Agency. Implemented backup and restoration procedures for database management systems.* Engineered application used to input and track of over 1,200 civilian annual appraisals, completing the project 9 months early and at 20% of the estimated cost* Devised migration strategy for successful database management system upgrade and created user documentation that reduced maintenance trouble calls by 50%.

Directed 6 programmers in reengineering of computer systems for Year 2000 compliance. Designed, developed, and implemented client-server and stand-alone database systems.* Engineered information management system for office administrators to manage web pages without technical training. Saved $3,000 in costs and eliminated 6 weeks of required training.* Devised continuity of operations plan for disaster recovery scenarios, improving response time 75%.

Led 3 person team in certification and accreditation of Top Secret communications system. Designed, developed, and implemented client-server and stand-alone database systems. Authored detailed operating instructions for database maintenance of Presidential communications system. Led transition of outsourcing and privatization of all organizational software maintenance functions.

Provided system administration, backup, and restoration and of classified minicomputer system used for base-level munitions inventory. Monitored system performance and performed software upgrades.

Provided system administration, backup, restoration, and maintenance of classified minicomputer system used for base-level munitions inventory.