Leading a team of support planners focused the customer support journey for Microsoft consumer products and services (e.g. Office, Windows, M365, etc).

Working within the Azure Customer Success organization as part of the Growth Marketing teamDevelop and deploy strategies that help accelerate adoption of new cloud services while orchestrating the retirement of previous generations or offeringsCreate and manage service retirement projects by building v-teams that bring people together from across the companyHire and work with vendor staff to curate and manage content for retirement initiativesCustomize and send stakeholder communication regarding project status and resultsMaintain and speak to key performance indicators such as service usage and customer deploymentsManage and mitigate service issues and risks through stakeholder conversations and feedbackIdentify and speak to opportunities to enhance customer migration experiences and minimize customer churn

Sr. Product Marketing Manager focused on Visual Studio Subscriptions & Programs.

Engage with various Business Groups and Stakeholders to envision, plan and build program/product support offerings and capabilitiesDrive process and operational adherence for a global audienceDrive adoption of and adherence to the program requirements as part of the program lifecycleDrive quarterly reviews and updates with key stakeholders and decision makersBuild and leverage support workflows to locate and drive improved customer/partner experiencesDevelop tracking capabilities to ensure proper logging and prioritization of program improvementsEngage in regular budget conversation with stakeholders to ensure we’re making the correct investments in people, tools or resourcesTrack and estimate the Return on Investment (ROI) related to program solutions through measurable KPIs or issue typesBuild and direct a Rhythm of the Business cadence that allows for healthy planning and operational reviews associated with MSDN Subscriptions & Microsoft DevCenterDrive forecasting and planning exercises with Business Groups, Product Groups & Finance Stakeholders on an $10M BudgetPerform data analysis through a SQL Data Cube/SQL Database to identify and call out risks to the businessParticipate in Business Intelligence community to test and provide input on new metrics and data pointsDrive and present at quarterly business reviews with Sr. Leadership Including Directors, GMs and CVPsProvide monthly business updates to key stakeholders which include Business Groups, Product Groups & other Finance StakeholdersPartner with Readiness and Supportability Program Managers to drive product improvements and features

Engage with various Business Groups and Stakeholders to envision, plan and build program support offerings and capabilitiesDrive process and operational adherence for a global audienceDrive adoption of and adherence to the program requirements as part of the program lifecycleDrive quarterly reviews and updates with key stakeholders and decision makersBuild and leverage support workflows to locate and drive improved customer/partner experiencesDevelop tracking capabilities to ensure proper logging and prioritization of program improvementsEngage in regular budget conversation with stakeholders to ensure we’re making the correct investments in people, tools or resourcesTrack and estimate the Return on Investment (ROI) related to program solutions through measurable KPIs or issue types released benefits/products

Build and direct a Rhythm of the Business cadence that will educate and inform management of the health of their business Drive communication strategy within organization for updates to Sr. Leadership and Frontline ManagementDrive forecasting and planning exercises with Product Teams & Finance Partners on an $8M BudgetMaintain forecast accuracy to within +-2% by providing updates to stakeholders monthly spendPerform data analysis through a SQL Data Cube/SQL Database to identify and call out risks to the businessParticipate in Business Intelligence community to test and provide input on new metrics and data pointsMaintain and update KPI reporting for Business Reviews with frontline managers and business ownersDrive and present at quarterly business reviews with Sr. Leadership Including GMs and CVPsProvide monthly business updates to key stakeholders which include Product Management, Development, Finance and Other Business PartnersAssist in divestiture activities by driving work streams and rolling up work stream status to executive leadership and other business sponsorsManage and drive “Front of Funnel” budget and associated activities to drive down targeted KPIsPartner with Readiness and Supportability Program Managers to drive product improvements and featuresOrganize and plan leadership off sites which includes food, training and travel budgets

Drive improvements in the Security product line by working with product team on top issues and recommendationsEngage at early phases of product cycle in planning and design to ensure that customer and support issues are properly addressed.Drive adoption of and adherence to the supportability requirements as part of the engineering process Drive adoption of the available diagnostic tools while ensuring the PG is providing regular updates for tracing, self-healing and diagnostics through BPAAttend bug triage or ship room meetings as needed to drive or prioritize Critical Bugs and DCRsEngage with the BGs, CSS and others to drive understanding of the top areas and issues in current and future products and assisted in developing mitigation plansDrive for product changes in current and future versions as appropriate, to reduce customer painHelp ramp up and evaluate new PFA (Product Feedback Analysts/Call coders), and provide ongoing coding feedback to ensure call coding data quality. Track and estimate return on investment of supportability solutions through “Solutions View” or similar tracking methods for released products.

The Camerado Springs Music Booster is a not for profit organization focused on music programs for elementary and middle school students. We manage and run various events for students as well as provide fundraising support for instruments, repairs, and clinics.