● Responsible for all aspects of the post-sales relationship with clients, including: account provisioning, customer onboarding, additional client training, customer support, and escalations● Engaged with new clients to identify key requirements, goals, and critical success factors● Successfully executed all client implementations, working with new clients to develop workflows, system configurations, and customizations ● Leveraged data for client satisfaction and retention strategies, such as tracking key performance indicators to flag clients needing focused customer engagement● Served as a connection across teams (including Sales, Product Development, Marketing, and Leadership), facilitating collaboration towards achieving common goals and outcomes● Identified opportunities to improve processes and methodologies around product development and addressed them by leading a weekly product meeting and leveraging tools to improve milestones, roadmapping, and stakeholder communication● Took initiative to support pre-sales efforts to improve closing ratio and successful post-sales transition of client● Developed CS documentation, including a comprehensive Customer Success Plan and Onboarding Playbook● Wrote, published, and maintained online knowledge base for client reference● Conducted customer surveys to establish NPS, customer satisfaction, and to collect product feedback, including feature requests

● Project manager supporting multiple clients engaged in RBG’s Customer Experience Programs● Managed team of 12 customer experience evaluators supporting approximately 15 client projects and directed successful project completion, included logistics planning for each project and equipment management● Maintained Salesforce and other systems to ensure data integrity● Partnered with Accounts team to ensure evaluators are trained and prepared to successfully meet client specifications● Provided ongoing coaching and feedback sessions, set corrective action as needed; Focused and implement process and change improvement● Received leadership training in subjects such as Servant Leadership, Onboarding/Offboarding, Managing Employee Expectations

Responsible for testing prototype development systems, peripherals and/or pre-released software for compatibility and functionality by performing test cases. The Technician works from developed test plans and/or written or verbal instructions and executing Automated Test and Documenting findings.• Constructs, troubleshoots and tests prototype assemblies• Assists engineers in test phase of prototype systems and/or pre-released software• Sets up, configures and tests hardware and software products• Performs specified test cases and clearly documents results• Conducts functional testing and analysis of newly developed products to ensure operation and reliability• Assembles and disassembles test configurations• Learns new technologies and procedures to remain current with industry standards and new products

* Lead QA responsible for test planning, test writing, test execution, technical leadership\awareness and troubleshooting support for the Motive Customer Project team, provided coaching and support to other team members* Worked closely with project stakeholders to effectively bring value to the test process* Ensured maximum product quality for deployment in customer networks by validating system-level functionality of software under normal and stressed system conditions* Performed functional, system, bug fix, and regression testing* Tested hardware and OS compatibility, user interface (UI), usability, and performance across multiple platforms (Windows, iOS, and Android), browsers (IE, Firefox, Chrome, Safari, and Opera), and mobile devices* Performed native mobile app testing (iPhone, iPad)* Provided customer support during UAT and coordinated testing phases, including on-site support at customer site* Responsible for reporting test results in bug tracking systems and on Agile Scrum calls with project teams; provided additional reports as needed* Established and maintained test (lab) environment to include installation and configuration of both hardware and software to meet testing requirements; Manual setup of DSL, VDSL, DHCP devices to support testing, as well as installation of Email clients, browsers, and other software required for testing* Reimaged test machines to match requested OS and system configurations* Customers are global, large, and mid-sized telecoms: AT&T, Vodafone (New Zealand), Telecom New Zealand (TNZ), Telstra (Australia), Telus, and Century Link

* Responsible for all aspects of network infrastructure (routers, firewalls, switches, Ethernet)* Administration of three network servers (Windows Server 2003, MS Exchange Server 5.5, MS SQL 2005 )* Provided desktop support for approximately 35 workstations (Windows 2000 and XP)* Provided OS and application training for employees* Managed IT capital and operating budget of approximately $170,000

* Responsible for Austin and San Antonio PC support (approximately 150 employees)* Assisted with Windows NT/Exchange conversion in Austin office* Assisted the System Engineer with all other system administration duties