Leading Digital Support Experience for Zscaler Global Customer Services

FireEye was purchased by private equity firm STG and rebranded to Trellix in Jan 2022Leading strategy, development, and operations for Customer Support and Customer Success technology platforms at Trellix, unifying and updating legacy solutions for 800 agents and 40,000+ customers from the former McAfee and FireEye service organizations. Key platforms include Salesforce Service Cloud, Experience Cloud, Okta, Genesys, and multiple other 3rd party and custom built applications.

Joined FireEye with the charter to lead post-sale customer experience strategy and scale services delivery through tools and technology. * Owner of the end-to-end customer experience for support.fireeye.com, community.fireeye.com, status.fireeye.com and docs.fireeye.com serving over 6000 global enterprise customers* Improved case deflection from 8% to 62% through knowledge (KCS) and community content strategies* Increased digital channels from 30% to 60% of customer interactions without reducing access to phone or email support options* Created the MyAccounts 360o view of the customer including real-time product health scoring, case status, voice of the customer NPS and survey data, financial metrics, contact information, and more* Implemented Live Chat and led adoption initiatives to increase usage from 3% to 21% of incoming cases* Developed automated customer health reports to drive monthly and quarterly business reviews * Innovated engagement analytics via custom cloud solutions and Gainsight PX / Pendo to capture multi-channel customer activity, product adoption, case deflection, and services ROI* Responsible for all service process automation, integrations, and enhancements for Salesforce Service Cloud, Experience cloud, Genesys Cloud Contact Center, and external Okta platforms* Managed an organization of up to 35 reports delivering customer facing KB & community content, product documentation, localization, solution development and operations support* Received the 2014 Jive Customer Engagement award for the creative use of Jive Communities to deliver revenue generating subscription services

Responsible for onboarding, services delivery, renewals, and overall customer success of strategic enterprise customers on the Apigee cloud based API management platform.

* Led customer adoption strategy for the EMC online support experience, building the global Adoption Team, playbook, value proposition and all customer messaging, collaborating across support, marketing, and field services organizations to deliver targeted adoption campaigns* Led EMC Customer support community strategy for 400k community users. Created VIP programs for customer community champions and led customer engagement initiatives including "Ask the Expert" to drive customer success and retention* Increased customer usage of Live Chat from less than 5% to over 26% of incoming support case volume in just 18 months, with annual savings of over $7 million in services revenue* Collaborated with EMC Shanghai, China to successfully launch the first EMC local language community in China

* Owner for post-sale customer success and renewals / retention, responsible for customer on-boarding, services delivery, and increased customer adoption for the SaaS based Socialtext collaboration platform * Hands on expert in the Socialtext platform, acting as a professional services consultant to our customers, analyzing business requirements, evaluating use cases, providing best practices guidance, end user training, product configuration and customization, and repeatable user adoption methodology to realize desired customer outcomes * Engaged internal resources to meet customer needs. Acted as the voice of the customer to guide product management, sales, and support teams for setting priorities and developing customer strategy around new product features, renewal and up sell discussions, escalation management and support ticket resolution

* Responsible for post-sale account management and ongoing business development for enterprise customer accounts in the financial services vertical. Partnered with and directed the efforts of Engineering, Product Management, Customer Support, Field Sales, Legal, Operations, and the ZANTAZ senior executive team to represent the customer and provide efficient resolution for all customer critical issues. * Single point of contact for all business-critical communications, escalation management, customer training, project management of day to day and long range issues, resolution of product issues via engineering fixes and enhancements, and facilitating and leading all key customer calls* Responsible for the creation of new contracts and statements of work, compliance with and amendments to existing contracts, oversight and accuracy of customer reports, delivery of monthly invoices, and resolution of billing issues

* Managed geographically distributed technical support teams providing standard and premium enterprise support for EMC Documentum. * Promoted 3x through multiple roles of greater responsibility, developing deep expertise in all aspects of enterprise support services: - Senior Support Manager - Knowledge Management - Developer Support Manager (Premium offering) - Client Products Support Manager - Tech Support Engineer * Led Support Services Knowledge Management tools and strategy for the EMC Software Group, acting as the solution architect, project manager, and business analyst for the development of a web based Knowledge Management solution built on the Documentum platform, serving over 500 internal users and 2000+ customers through the EMC Customer Support Site. * Personally resolved thousands of frontline and backline support cases on Documentum products