Dana G Email & Phone Number

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

• 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.
• 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.
• 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.
• 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.

Charleston, South Carolina, US

• 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.

Austin, TX, US

• 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.

Austin, TX, US

• 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.

Philadelphia, PA, US

• 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.
• 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.
• 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.

Philadelphia, PA, US

• 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.

Philadelphia, PA, US

• 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.

Philadelphia, PA, US

Philadelphia, PA, US

• 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.
• Designed and laid out all Advancement Office publications and materials, as well as all Admissions materials and collateral and advertisements (print and web).

Philadelphia, PA, US

• 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.

Ba, Psychology

Certificate, Digital Media For Print And Web