Diane Gomez Email & Phone Number

Boulder, CO, US

Denver, Colorado, United States

* Build and scale post-sales technical customer teams* Grow and scale Technical Support for specialization across complex platform areas* Collaborate with Engineering and Product Management on issue process flow definition* Expand breadth of Product Support with enablement and ownership in tech stack tools* Define, calibrate, and consistently exceed.

Broomfiled, CO

• Lead North America Support and Success teams in follow-the-sun customer care onSaaS and On-premises software tools.
• Create and execute Customer Success practices and deliverables
• Mature Support processes, tools and 24x7 model, partnering with global peers
• Refine and deliver Premium Support model

Boulder, CO

• Direct teams to provide technical solutions for customer issues, questions, integrations, and API use for SaaS application.
• Establish and execute custom integration development process
• Partner with customer IT teams for native integration configuration
• Mature Support processes and internal services
• Design 24x7 model and establish tier 1 partner
• Act as Technical Account Manager to provide technical liaison services

Boulder, CO

• Build and lead team for LAMP stack support and services for e-commercecustomers in the cloud.
• Implement tools and processes for Technical Support, Ops and new customer on-boarding
• Create and operationalize Support tiers
• Plan and execute Support for international growth
• Support customers in AWS, Google Cloud

Boulder, CO

• Conceptualize, plan and implement full Technical Support model - team, tools, process and measurements - from the start-up inception
• Installed, configured and administered Salesforce.com CRM for Technical Support management
• Created and executed operational process, best practices and KPIs
• Provided Technical Support escalation management while modeling process

• Convert start-up model of Support to defined best practices for SaaS application. Hire and build team internationally. Research, recommend and implement Support tools and channels. Create customer satisfaction culture.
• Modeled and implemented 24x7 international Support
• Achieved Certified Scrum Master status
• Designed and implemented career path plan for Support organization

Boulder, CO

• Player-coach role managing Support Engineers and developing expertise in product areas for SaaS-based enterprise software products.
• Managed up to 8 direct reports
• Took lead in data movement projects within Support
• Partnered on team design and process implementation

• Provide tactical leadership to a team of Support Analysts supporting critical healthcare software. Collaborate on strategic leadership with other Support Managers for overall Support process. Manage customer.
• Successfully launched support of physician order entry new product
• Achieved Certified Customer Support Manager status
• Continuously established and implemented new cross-organizational process improvements
• Managed up to 22 direct reports; multiple teams

• Provide phone and email technical support to worldwide customers of our software products. Manage team of Support Engineers. Coordinate Supportactivities among US, Canada, and European operations. Develop and implement.
• Helped grow a team from four people up to 25 in one year
• Promoted twice in first year
• Provided senior technical support and team management simultaneously

• Design, develop, and document web-based and inter-department applications, mainly employing ASP, HTML, JavaScript, VB, and SQL Server. Manage a small team of developers and provide application technical support.
• Implemented latest technologies and development processes for superior product and customer satisfaction
• Named Development Manager after six months.

• Supported standard cross-tabulation programming and wrote custom applications to create industry marketing research reports for specific customers.
• Automated segments of manual research process, reducing entire process time by almost half.
• Automated a central processing server, eliminating manual file processing and manipulation.