• Lead technical onboarding and support for mid-market and enterprise customers by becoming a trusted advisor to IT teams as they roll out Dropbox, helping them achieve immediate value and lay the foundation for long-term success with Dropbox.• Consult with sales team to gather customers’ requirements, pain points and existing technical environment information in order to craft implementation plans that exhibit understanding of the customers’ needs and facilitate smooth deployments of Dropbox.• Partner with customer success managers (CSMs) throughout the implementation process; owning additional discovery, initial set-up and technical configurations to allow CSMs to focus on maximizing growth and overall success. • Provided implementation or technical resources to 75+ accounts totalling $4M+ in annual contract value.• Drive and contribute to projects within GSS and GSC; bringing my knowledge and expertise to propel change and improve processes.

• Top-tier AcademicWorks platform expert responsible for handling advanced questions and solving more complex, escalated issues from tier 1 support associates.• Mentor and guide Tier 1 colleagues to facilitate their growth as support analysts, increase their knowledge of the product to ensure faster case resolution and encourage client confidence in the entire support team.• Create and publish Knowledgebase content for customer self-service for more advanced, complicated questions and incidents, as well as review and publish articles submitted by tier 1 analysts to ensure content accuracy.

• Managed a roster of clients, including strategically-positioned institutions; large, decentralized universities and clients with escalated issues to ensure adoption and customer satisfaction.• Coordinated with customer support, client success, and implementation teams to identify clients that needed additional assistance. • Shepherded roster of clients through the configuration of additional features, a reconfiguration of existing functionality, or dedicated support to ensure platform utilization, customer satisfaction and retention.• Conducted demos and trainings via online conference or on-site visits, as needed, to increase customer knowledge and usage of the platform.• Worked with engineering department to resolve client issues after a preliminary diagnosis of the problem. Provided documentation of the issue, steps to reproduce, and initial recommendation of resolution.• Created and led engaging, product-focused presentations for yearly Client Conference.• Gathered product feedback for this subset of our customer-base to share with the product team to help develop new features and ensure client retention and satisfaction.

• Provided customer service and technical support via email, chat, and phone for cloud-based scholarship and stewardship management platform utilized by higher education and community foundations clients.• Trained clients on an all aspects of the platform and ensured customer confidence in the product and features.• Consulted with clients to understand their unique processes and either recommend best practices or developed new strategies to address their use cases to encourage customer adoption and system utilization.• Participated in quality assurance testing of exciting, new features before their wide release to our customer base.

• Utilized Contact Management Systems (CMS) to manage all aspects of the School's website. Configured functionality to streamline the tasks of internal departments and users while ensuring the site is a hub of engaging content for current and prospective families. • Trained and provided technical support and guidance to internal users of the CMS.• Spearheaded effort to contract our CMS provider to develop a SEO & SEM strategy.• Principcal creative lead on all Advancement Office publications and materials, as well as all Admissions materials, including collateral and advertisements (print and web). Directed all phases of creative work from concept development through production.• Key member of the Marketing Team that brainstormed and implemented marketing strategies. Worked on a rebranding project for the school’s Admissions Viewbook that won a CASE Circle of Excellence Gold Award.• Presented to and secured approval from the Head of School for a redesign of the school’s website to reflect the new visual brand. This also included a migration to a new CMS.

• Motivated, taught and connected with student-athletes.• Developed practice plans that engaged student-athletes while improving their skills.• Implemented game plans and made in-game adjustments to maximize success.

• Motivated, taught and connected with student-athletes.• Developed practice plans that engaged student-athletes while improving their skills.• Implemented game plans and made in-game adjustments to maximize success.

• Represented the Advancement Office on a project team that selected and worked with Silverpoint to transition the school’s website to a new CMS, which included a complete redesign and restructure of the website’s layout and organization. • Designed and laid out all Advancement Office publications and materials, as well as all Admissions materials and collateral and advertisements (print and web).

• Managed Raiser’s Edge Database to design and create queries, export data and analyze alumni constituent information in support of the Alumni Relations program. • Designed and managed alumni-related event mailings for over 5,000 constituents.• Provided support at alumni and fund-raising events, checking in guests and volunteers, and helping the ensuring the events ran smoothly.