First CS team member in an early B2B startup. Initial projects include:Write first knowledge base and automate into chat supportSupport and improve many to one chat support by empowering community resourcesCollect and document customer implementation and integration best practices

I am assisting an associate to expand his small business. Primary tasks are to find candidates for highly technical vulnerability/exploit roles, within various specializations like IoS, Android, Windows, Unix and Embedded devices. Some of these roles are completely remote and some require a Top Secret Clearance.

I assembled and edited two users guides. I also advised on building Machine Learning user training materials.I wrote and performed proofreading on policy documents like the Employee Handbook.I acted as project manager for the first SOC2 audit of this small company. This included assembling the needed pieces for a process playbook for the DevOps team.

I researched, authored, edited and started to market a book on using the CMMI maturity model to improve Customer Success departments in software startups.

As one of the first US Sales hires for Tac Security:Presales engineering (SME and solo work)Build processes, tools, and metrics to hire a team againstProject management in expansion into the US market, as well as bring new products to market

Assisting Technical Account Managers and CSMs to upsell customer accounts, including adding professional services to existing contracts.Bringing CISSP resources to internal staff and customer contacts, using maturity level and other industry standards of due care to drive contract engagements through metricsDevelop and refine training materials for SPM position, including slide decks, reusable process docs, training materials, and standardized sales resources for internal re-use

Simility was acquired by Paypal around September 2018.While serving as the head of Simility CS within Paypal, I was the project lead for acquisition/transition tasks in the area of compliance, privacy legislation requirements, finance, vendor management, and vulnerability scanning.Since these projects have been finished, I have focused on growing the CS team to a total of eight, delivering 24/7/365 support. This effort has included QBRs, executive reporting, team training, building a better escalation model, and knowledge base tasks.

I am excited to have served Simility as the first Customer Success specialist, allowing other team members to focus on their respective areas . Simility was an early stage startup with a growing customer list around the world, delivering innovative anti-fraud solutions. Simility has been purchased by Paypal!In my time at Simility I helped with:Initial hiring of CS team members around the worldRenewing Soc2 Type2 and PCi-DSS v3.2.Implementing GDPR certificationProcess playbook collection and refinementSome invoicing, contract review and collectionsBuild out of initial knowledge base contentDocumentation and knowledge transfer tasks related to the Paypal acquisition

My work at RiskIQ in the Customer Success department was a senior, often-evolving role. This included:Direct Management of 2+ million of customer contract ACV. This includes customer site visits, managing all technical work for that customer, and guaranteeing renewal and upsell. These accounts are chosen from the non-core and more difficult customers in the company customer list. In this role I have contributed to, or managed the delivery of more than 3 million dollars of upsell business.I serve as one of the technical escalation points and team trainers for a growing department. In the three "classes" of junior analysts, three of thirteen have exceeded beyond expectations and been promoted into other RiskIQ departments. I build or mentor others in the creation of customer facing reports, training resources, marketing materials, and other deliverables. Other project work is varied; performed to keep CS aligned with the larger organization and to ensure that delivered services are progressively scaled to cost less per additional customer group onboarded.

I built a technical specialist team to handle networking, Vmware, API, partner integration, and other technical escalation topics. I mentored the team's first dedicated training resource, and helped shape teaching and KB content. I designed and managed projects to improve team efficiency. I was the cross team function liasion with Product Management and Dev.

This was a L2/L3 escalation engineer position.