Kate Ketcham Email & Phone Number

Burlington, Massachusetts, United States

Helping accelerate our transition to a subscription-centric business by developing a success practice focused on value realization throughout the customer lifecycle journey and driving an optimized, unified, and strategically aligned subscription and SaaS business framework.

Burlington, Massachusetts, United States

The Business Line Leader for Subscription is a new senior level position responsible for helping to accelerate the company’s growing creative tools and enterprise software subscription business, driving ultimate optimization of the business/financial performance and value creation. Working closely with business, product, technology, commercial, operational.

Direct a comprehensive product strategy from product conception and definition through end of life. Function as a central resource with design, manufacturing, quality, test, marketing and distribution as the product(s) move through their life-cycle. Direct those involved in the design, modification and evaluation of all phases of the Media Composer.

Deliver product roadmap plans through researching market needs and trends and anticipating future technology. Conduct competitive analysis to ensure strong position in the market and compelling product story. Develop product business justifications and plans, including financial and market analysis. Own the release calendar, producing detailed release.

Burlington, MA

• Manage customer issues and drive to resolution via cross functional collaboration and prioritization of open cases, ensuring timely delivery of high-quality 2nd and 3rd level technical support. Assess customer.
• Maintain detailed knowledge and records of customer configurations and workflows, including the entire suite of Avid products as well as 3rd party implemented solutions.
• Prevent catastrophic events by analyzing product quality, identifying at-risk operational workflows, advising on configuration and software changes, and certifying standard disaster recovery measures.
• Coordinate with Professional Services and Sales on site upgrades and installs, ensuring successful handoff of completed projects to Customer Success.
• Set customer expectations and alleviate customer pain through clear and frequent communication and customer site visits – both planned and for emergency management. Host regular customer meetings to discussion open.
• Compile case-driven metrics to evaluate trends, gauge customer satisfaction, and predict future needs.

• Coordinated efforts across multiple business units (Engineering, Project Management, Web Development, etc.) as well as 3rd Party Partners to enhance the customer experience for the Professional Video Editing suite of.
• Supported a world-wide Customer Success organization to ensure the success of our Video Editing customers through escalation management, patch release communications, bug tracking, trend analysis, and information.
• Aided in organizing, developing, and implementing worldwide training for Customer Success on new software and hardware releases. Worked closely with remote and onsite individuals across multiple business units to.
• Served on Program Team for a new software release as a representative for Customer Success. Brought issues to the team, maintained a Customer Success presence in the development of the product, and created and executed.

• Managed a team of 6-8 employees including day to day operation, frequent performance management, mentoring, communication of goals and objectives, and deployment of organizational strategies and initiatives.
• Provided level 2 support during off-hours to all on-call personnel, supporting multiple product groups and teams, and triaging issues through an escalation process.
• Served as first point of escalation for my team, defusing potentially volatile situations and directing efforts to ensure continued success of both customers and team members.

• Provided high-quality 1st and 2nd level technical telephone and email support for Avid’s Professional Video Editing solutions and products to end-user customers as well as to Avid employees, Avid partners and vendors.
• Answered customer questions, resolved issues, identified possible bugs, and assisted with problems in workflow and process when they appeared.

Bachelor Of Arts (B.A.), Film/Cinema/Video Studies, 3.94

Activities and Societies: Golden Key International Honor Society, National Society of Collegiate Scholars, Phi Beta Kappa

Education record