I work as an agile coach to ensure customer satisfaction and retention for our client base. I work to guide and support the Customer Success Team, which serves as a liaison between the customers, product management and the product development teams, providing analysis and support to over 120,000 system users in the area of Risk Services, Environmental Health and Safety (EH&S), research and compliance. I also manage the RSS Academy and strategically grow the training programs for our clients.

As the Customer Success Team Lead I work closely with customers across all 10 UC Campuses and 5 Medical Centers as well as the California State University system, University of Hawaii Manoa and other clients to onboard and implement RSS software solutions. I serve as a liaison between the customers, product management and the product development teams, providing analysis and support to over 100,000 system users in the area of Risk Services, Environmental Health and Safety and research. My position includes documenting the functional needs of the expanding Environmental Health and Safety and Risk Management customer base and communicating these needs to the organization to improve products. I also provide outreach, demonstrations and educate interested external parties on the capabilities and functionality of the RSS platform.

My responsibilities included the following:Create and facilitate product meetings to foster product discussion, explain development status and provide system demos for wide audiences including University of California Office of the President (UCOP) product leads, system workgroups, end-users and other pertinent staffWork with stakeholders, product champions and other users to manage expectations of development process, mitigate conflict, and encourage user feedback for system enhancementInitiate product feedback protocol, groom testers, provide one-on-one support Manage administration of Service Desk tickets for eight applicationsProvide high level requirements gathering by working with current and potential users, stakeholders, subject matter experts and campus and UCOP governing entities; act as liaison between Product Owners, campus administrators, Environmental Health & Safety Directors, end users, developers and IT managementProvide work flows, data analysis and gap analysis for all development efforts Initiated and continue to lead in-person campus outreach which included in person visits to multiple campuses during active development to meet with product administrators, staff and end users, to collect user feedback, product requirements and suggestions for further development. This outreach created better informed end users. Gathering requirements from multiple campuses and users in all system roles allowed for a more diverse product that meets the needs of most campuses. Served as mentor within department for utilizing this method of interaction with stakeholders and users.Analyze and disseminate data gathered throughout projectsDevelop documents, artifacts and matrices to support development projectsStreamline development process and maximize productivity and cost effectiveness

I have worked with many SF Bay Area organizations since moving to California in the late 80s and continue to freelance with groups including Mendocino Music Festival, Santa Rosa Symphony, Sacramento Philharmonic and many others.

As Project Administrator was responsible for developing and monitoring project progress and provide day-to-day direction and execution of activities to meet project goals and objectives. In addition provided guidance to project team, tracked and reported on status and ensured project issues were successfully resolved.Served as facilitator for several governor appointed committee chairs. This required one on one facilitation support assessment before, during and after meetings of statewide committees for persons with intellectual disabilities.Also included serving as primary photographer for BRC (see 2012 ClearMark Award for Plain Language, multi-media project Boards for All). Maintained the entire library of photographs (10,000+).Created and maintained social media profiles (FaceBook, Twitter, YouTube).Provided assistance with all phases of video production, including coordination and scheduling of talent, staff and locations, assisted Director of Photography and Video Editor on locations and provided editing and proofreading of all media.