Drew Abernethy Email & Phone Number

Denver, Colorado, United States

San Diego, California, United States

San Diego, California, United States

Colorado, United States

• Splunk acquired by Cisco on September 21, 2023
• Coach internal CSMs on how to best drive the desired outcomes of their Observability customers
• Provide proactive (via telemetry and other data sources) and reactive support on at-risk, stalled adoption, or other challenging customers within the Observability segment
• Enable and up-level CSMs to really scale out Observability domain knowledge within the CS organization
• Consult on Customer Success Program and Project strategy

Boulder, CO

• Advised organizations around best usage practices within the Observability Suite of Products (APM, IMM, On-Call) along with organizational level strategies, to make the most of their purchase
• Stood up framework and first iteration of Digital arm of the Customer Success function within the VictorOps business unit
• Curated and created content for Digital CS campaigns - driving adoption, retention, expansion, and best practices for the long tail of the customer base at a very large scale
• Set up and maintained email and in-app messaging automation via Gainsight & Intercom
• Performed data analytics on customer behaviors via Splunk & Heap to identify repeatable and influenceable behaviors in order to further drive adoption, retention, and expansion

Boulder, CO

• VictorOps acquired by Splunk in June 2018
• Advised organizations around best usage practices, within VictorOps along with organizational level strategies, to make the most of their purchase
• Conducted Success Reviews/QBRs with book of business - at first spread about the globe and then later focused on East Coast and EMEA - driving realization of value
• Provided training virtually, and in person to new strategic customers

Boulder, CO

• Provided customer service via email, phone, Salesforce case queue and live chat
• Curated Knowledge Base articles, revamped with complementary videos, and kept current - covering core functionality, all the way to various partner integrations
• Reported bugs and other issues brought forth by customers and self discovery

Boulder, Colorado

• Personal Etsy store that sells lapel pins: 500+ online sales, 3000+ favorites, 5 Star Customer Satisfaction Rating
• Design original artwork, manufactured and supplied internationally, and sell products in person and online
• Provide customer service over Etsy platform

Broomfield, CO

• Designed websites for clients on the Intelivideo platform and built branded imagery/graphics
• Provided customer service through Zendesk, Email, & Phone
• Performed quality assurance – tested apps across all devices
• Carried out SSH data uploading & organization

Boulder, Colorado

• Provided customer service over the phone and through email
• Conducted inventory and performed repairs on returns & exchanges
• Processed telephone & online orders

Charlottesville, Virginia Area

• Conducted online & telephone research and completed a mass data update of client information within Salesforce & Zywave
• Prepared & assembled marketing packets and risk questionnaires for potential clients
• Scanned and digitally filed all paper files, modernizing the office

Waynesboro, Virginia

• Conducted market research for LED light products & identified potential new customers through online and media research
• Designed logo for a new product sold in stores
• Assisted in assembly of light products and setup warehouse storage solutions

Bachelor Of Science In Business Administration, Entrepreneurship & Business Strategy, Operations Management, 3.4

Activities and Societies: Sigma Nu Fraternity

Education record

Activities and Societies: Men's Lacrosse, Entrepreneur ClubLuter School of Business