• Responsible for building best-in-class global customer success and support team• Part of the leadership team that led the completion of the Series B round• Developer of customer-facing communications to drive learner engagement• Ensures trusted advisor relationships with strategic customers to achieve training and security outcomes• Identifies renewal risks on key accounts and collaborates with internal teams to reduce churn• Works closely with the product and engineering teams to act as the voice of the customer • Defines and implements customer analytics, health scoring, and executive level reporting• Administrator for RangeForce's badging and certificate program and Community Edition

• Enhanced awareness and adoption of security behaviors as lead of enterprise-wide information security awareness program• Reporting to the CISO, was responsible for driving data-driven and strategic cybersecurity presentations for Board and Information Protection steering committee, as well as other executive-level facing communications• Developed security awareness campaigns and communication strategies using a variety of channels including email, articles, presentations, videos, infographics, podcasts, and employee events• Maintained a program metrics framework to evaluate the effectiveness of the program and track employee engagement• Responsible for the phishing assessment policy and operation of the testing program

• Program Manager and content developer for the Cofense Certification program which certifies customers and partners on Cofense solutions, security program methodology, and the cyber security threat landscape• Conducts highly successful global training and certification events for clients and partners• Lead for Professional Services consultant training for security awareness and incident response technologies• Manages the deployment of partner/vendor services to accelerate global channel sales and technical enablement to build partner self-sufficiencyhttps://cofense.com/phishme-certification/https://cofense.com/triage-certification/

• Manager for the Professional Services West consulting team.• Oversees the program management of 70+ accounts with contract value of >$5 million. • Experienced speaker for employee security awareness events, product user groups, and best practices training.• Lead and content creator for Professional Services training & certification program to build expertise in PhishMe products, methodology and the cyber security threat landscape.

• Senior member of PhishMe's Managed Services team delivering solutions and strategy for client anti-phishing and security awareness programs. • Create customized reporting and analysis of phishing trends and program performance. • Provide consultation for PhishMe's SaaS solution in addition to fully managing all operational aspects of mock phishing exercises for some clients. • Replicate real attack threat lures and sites for training as well as tailor education content to the client.

• Managed IID's Commercial Client Relations team and handled core Fortune 100 accounts• Consulted with customer threat and brand protect teams to triage high priority threat cases• Provided client on-boarding, training and triage for fraud mitigation as well as threat intelligence and data management product and services • Developed several service enhancements in-house and with partners to meet SLAs and renew customer contracts• Revamped and documented interdepartmental policies and processes to increase efficiency between Operations, Sales and Accounting.

• Product manager for phishing, malware and trademark mitigation services with experience in fraud analysis and international operations.• Developed a training certification program and functioned as lead for writing and editing system documentation and user guides.• Collaborated with Fortune 500 enterprises to improve service and educate the customer. • Regularly reduced waste in system processes to increase efficiency and streamline user experience.• Expertise working with large data sets, creating reports and reviewing data for accuracy.• Created training presentations for bi-weekly team meetings and led dialogue for internal process improvements. • Handled 24/7 escalations from operations team and acted as lead for team recruiting and hiring.

• Displayed exceptional analytical and problem solving skills to mitigate difficult cases.• Provided custom client responses and reporting with accuracy and speed.• Managed the analyst team to complete high volumes of inbound work to meet SLAs.• Assisted management with procedural documentation and escalation handling.

• Worked with international ISPs, registrars and law enforcement to mitigate online threats.• Provided customer service to hundreds of clients via email and phone.• Achieved top performance metrics on the Service Operations team.• Took on Crew Captain role to prioritize team tasks and organize workflow.