Sr. ManagerCore Role Responsibilities- Technical people manager of varying seniority levels responsible for staffing, career development, and growth forecasting.- Technical ownership of ~75 enterprise-level accounts spanning multiple verticals and $5M+ MRR.- Organization planning and role evolution with a focus on scalability, service quality, and revenue generation. - Channel co-representation within wider organization responsible for planning and internal issue resolution.Business Development- Cross-organization partnership with a focus on sales facilitation, pipeline planning, and renewal upsell to drive revenue growth and program expansion for SKU-based program adoption.- Facilitation of customer-facing, program-specific Sales artifacts.- Incubation of TCSM service expansion, focused on expansion and upsell into accounts new to the TCSM product. - FY23 New Account Growth: +29.17%- FY23 Revenue Growth: +22.15%Program ManagementGlobal Customer Support Onboarding- Concept, design, iteration, and ongoing program management.- Globally focused, tier-customized technical agent onboarding designed to maximize knowledge acquisition and minimize readiness timing across multiple core products.- Leadership of ~20 mentors based around the globe with a focus on guidance and program facilitation of localized new hires.- Integrated data capture and feedback loops utilized for data-driven program iteration and accountability.- FY23 New Hire count – 45- FY23 First year retention rate – 96%TCSM Change Management- Co-ownership of concept, design, iteration, and ongoing program management.- Top-level, experience-based, customer-focused notification management.- Logic-based decision process utilized for downstream management of internal/external customer notification.- Co-leadership of ~10 change managers, responsible for ownership, data gathering, and cross-org facilitation.

Current role duties: - Management of 6 TCSMs responsible for ~$3,500,000 Enterprise-based MRR- Conduct 1:1s, team meetings, goal setting, and performance reviews to foster career development and ensure organizational success - Ownership of the TCSM onboarding process - Design, development, and implementation for all TCSM new hire onboarding and training to ensure agent quality, confidence, product knowledge, and efficiency for a growing team of 70+ TCSMs in the AMER, EMEA, and APAC regions- Management of 15 team-based mentors to facilitate the successful onboarding of all new hires- Implement accountability, documentation, and reporting for all onboarding activities for consumption at the Leadership and Executive levels- Liaise with Product and Enablement teams to partner in the development of ongoing readiness content for support-wide consumption to ensure consistent and up-to-date product expertise- Identify, screen, interview, and hire new TCSM agents via internal/external job posts and LinkedIn Recruiter- Coordinate with colleague management to identify, develop, and implement areas of improvement and efficiency for the TCSM organization- Act as an escalation point for direct reports on enterprise-scale technical and account management escalations when management intervention is required for organization or relationship purposes

- Act as the primary point of contact for ~12 enterprise accounts to ensure the technical health of all production use cases and service continuity- Act as a customer representative within DocuSign to ensure successful adoption and growth trajectory- Maintain ongoing, recurring meetings to ensure engagement, support health, and satisfaction with both the DocuSign product and the TCSM engagement- Investigate and resolve all technical support issues originating from assigned book of business- Engage Engineering and Product teams for product bug and enhancement resolution- Participate in interview process to ensure culture fit and new hire viability- Maintained 4.9+ CSAT over several years of providing direct technical support for major Fortune 500 companies engaging in DocuSign services- Participate in scheduled on-site QBRs for face-to-face customer meetings across the US

I joined Smartfocus (formerly Pivotlink) with the goal of helping a small company scale it's customer support functions along side it's customer base. Pivotlink was recently acquired by Smartfocus, a marketing firm aiming to provide a single-stop package for customer and data management and forecasting.As technical support for Smartfocus, my day-to-day duties range from fielding customer inquiries, to data management, to the identification and analysis of errors within customer databases and calculations. Within my first two weeks, I generated reports highlighting ways to streamline the support process, and maximize customer retention, and scale support operations, while significantly improving customer relations. I set up disaster recovery for customer contact information, emergency notification, and set up incident management processes to be used in the event of system interruptions.I also co-authored a training manual of ~65 pages for new employees covering beginning to advanced troubleshooting. This manual also contained a complete walk through of the company's product, outlining basic data handling to advanced database calculations and usage. This manual is currently being used in Europe to train local technical support for European clients.

My work with VIA started as an initial website design and development build and turned into a long-term opportunity to brand and manage the online presence of a new cooking school in western Washington.Initially, I was contracted to build out a full website, including student scheduling, class information, supporting documentation, and manage three others working along side me. Following the completion of this project, I was asked to stay on long-term as a consultant to manage various projects, including the design of text books, company documentation, new student information, and supplemental materials.Following the opening of the school, my tasks will entail overseeing the digital marketing and brand management for the company, including the advertising and social media aspects, and brand management.Working with VIA has been a very rewarding experience for me thus far. I have learned an immense amount working with a business from the ground up, which further strengthened my understanding of what it takes to turn an idea into a thriving company.

As Incident Management Coordinator, my primary job functions included running a team of roughly 10 and facilitating the coordination of information between the System Operations department, Customer Support department, and our customer base via the company Status Blog, ticketing support system, and mass generated email alerts. Following major system incidents, I provided a full and detailed report of the incident, including a time line, cause(s) and effect(s), and suggested long term changes (as decided by a post mortem meeting with involved parties). These reports were used by the executives within the company for planning and discussion purposes.While in this position I redesigned the process at which employees handled system incidents and streamlined the process of taking a system incident from start to finish. I also redesigned the user interface for the back end incident management support tools used within the company, streamlining the process that had been developed over time.My position also included the training of employees that wished to join my team as well as speaking to various groups of new hires on what my team did for the company.

As Technical Support Team Lead, I supervised and led a team of 5 support members, ranging from Level 1 to Level 3 in day to day job duties. This included assisting with more difficult inquiries that were unable to be handled directly with the customer, as well as training lower tiered team members various aspects of Linux support they had and will likely encounter.This position also required that I perform quarterly performance reviews of each team member, quality assurance of their work, weekly team meetings, and various scheduling aspects of day to day operations within the company. While in this position, my team won several in-company awards for performance-based competitions within the Support Department.

My Level 3 Technical Support position involved receiving and solving escalated support tickets and phone calls from customers. This generally included more difficult, time consuming issues that were unable to be solved within a reasonable amount of time, or were unable to be solved by lower tier support reps.This position also included the identification of system incidents, whether it be through customer notification, pattern recognition within server health reporting, or discovery.Lastly, this position required various service related tasks, such as SSL installation, removal, and transfer, as well as general support duties saved for VIP customers, including server migrations, and other non-supported tasks for the general customer base.

While working Level 2 Technical Support for Media Temple, I was responsible for answering phone and ticketed customer support requests involving a wide range of issues. This included various email related issues, DNS issues, content and server latency, file structure problems, server setup assistance, and a wide range of other problems.Repeatedly, during this role, I placed at the top of the response charts in both customer review and total numbers.

While working as a self employed designer, I performed design work for various clients, which included web and interface design, and various graphic design for print, including business cards, flyers, invoices and more. I worked heavily with HTML and CSS based layouts, some Adobe/Macromedia Flash based sites, and server side scripting when needed.I successfully ran the company myself, including finding and meeting clients, marketing aspects, accounting, and all necessary business related functions.