Emma Ballif Email & Phone Number

Salt Lake City, Utah, United States

Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, proactively identifying consumer needs, and translating complex technical ideas into easy to understand content for a variety of stakeholders. Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues. Identify and monitor key user operational metrics to help drive improvements to our product and support offerings. Develop and iterate on team strategy to better serve our customers and meet our business goals. Collaborate with Engineering, Product, Customer Success, and Sales on issues impacting strategic customers. Proactively identify and analyze customer support trends to inform product and development teams, enabling data-driven decision-making and prioritization of features and improvements based on the most impactful issues reported by users.

Conduct security specific research to understand market trends, customer needs, and competitors. Develop and execute both short and long term strategic roadmaps for Enterprise security features in alignment with the overall product strategy and company goals. Work closely with Development, QA, UX, and other cross-functional teams across the organization to ensure the successful implementation of new features. Conduct regular meetings with strategic customers to analyze feedback and support tickets, to continuously improve existing security features and identify opportunities for innovation.Prioritize features and improvements based on user impact, business value, technical feasibility, and resources available, while also tracking the progress of development tasks to complete these changes.Effectively communicate project status, updates, and changes to a wide variety of stakeholders.

Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, proactively identifying consumer needs, and translating complex technical ideas into easy to understand content for a variety of stakeholders. Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues. Identify and monitor key user operational metrics to help drive improvements to our product and support offerings. Develop and iterate on team strategy to better serve our customers and meet our business goals. Collaborate with Engineering, Product, Customer Success, and Sales on issues impacting strategic customers.

South Jordan, Utah, United States

901 Baxter Dr