Responsibilities‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Managing four-week prospect trials of SearchLight; configuring the platform to ensure it met prospects’ expectations and demonstrating its capabilities to key stakeholders.► Acting as a subject matter expert on the product, including fielding colleagues’ questions and explaining features to new clients, helping them to get the most out of the platform. ► Producing and delivering training for Digital Shadows’ partners► Creating solutions for accounts which were experiencing issues with the product.Success Story‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Using data analysis to improve clients’ experience of product features⠀⠀⠀⠀ Multiple clients were reporting an unmanageable volume of potential impersonation alerts. I analysed alert data to figure out the root causes, and translated this into client-friendly explanations and recommendations. My insights applied to multiple accounts, and we were able to quickly provide solutions for many clients who were experiencing the same problem.

Success Story‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Seeing ways to improve the service globally, and managing its implementation⠀⠀⠀⠀ In Trials I worked closely with clients to learn their interests, explain the service and help configure the platform to meet their needs. It necessitated operating as Client Success Manager (CSM), Analyst and Configuration Specialist at the same time for Trials clients.⠀⠀⠀⠀ This gave me a unique insight into ways the teams could better work together to improve our service - and while existing clients weren’t my responsibility, I felt it was my duty to use this experience to help my friends in the other teams, and to improve the way we protect our clients.⠀⠀⠀⠀ I began by working with the UK CSMs informally to help on asset reviews. This was well received, so I formalised the process and expanded it to the global CSM team, training other analysts so they could help, and managing delivery. The project’s scope continued to increase, leading to working with multiple VPs, heads of intelligence, and a company co-founder to deliver my process en-masse across all clients.⠀⠀⠀⠀ What originally started as a self-motivated personal project is now provided as professional service that clients can purchase if they would like to improve SearchLight’s output.

Success Story‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Earning multiple awards within one year of work ⠀⠀⠀⠀(I hope this doesn’t come across too arrogant, but I only have so many characters to convince you I’m a great employee, and this is a pretty good way to quantify it)⠀⠀⠀⠀Digital Shadows implemented a “Thank You Award” scheme in which employees could nominate others who had gone above and beyond their standard tasks, to demonstrate an appreciation for their attitude and capability. Within my first year, I had been given two awards by the VP of Operations, one from the Head of Global Client Success, and one from my manager.⠀⠀⠀⠀The awards related to different examples of work I had done to improve our service across clients, and to improve the working experience of my colleagues across departments, and their knowledge of some of the harder-to-spot technicalities of our product (which matter a lot more than people realise!).

Key Learnings‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾Wow - what didn’t I learn?! I was trained on core threats which arise once a company goes through digital transformation, how to detect these threats, and how to mitigate them. ► I love Cyber Security!⠀⠀⠀⠀⠀⠀I couldn’t believe how much fun I had working as an Intelligence Analyst. I found everything I was doing fascinating, and enjoyed the opportunity that being part of the pre sales team gave me to be exposed to such a large variety of security teams. I took every opportunity I could to learn something new about security, vulnerabilities and the realities of operationalising defence and protection. And I loved it! Key Successes‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Creating widely shared documentation properly communicating core product features⠀⠀⠀⠀⠀⠀When I joined the company Digital Shadows had just released their Shadow Search capability. I wanted to properly understand how it worked, and went to a variety of stakeholders to discuss its features, and gain an insight into how it technically worked.⠀⠀⠀⠀⠀⠀Once I had this knowledge I wanted to share it - and took it upon myself to create a variety of user friendly guides (i.e. covering all the important points while not being too techy), which included tutorials and suggested use cases. On top of achieving the initial goal of helping colleagues properly understand the product, the guide ended up being sent out to prospects and existing clients.► Quickly learning and understanding the capabilities of SearchLight platform, and using them to benefit clients⠀⠀⠀⠀⠀⠀My natural curiosity helped me gain a deep insight into the intricate capabilities of Digital Shadows’ core service. I was able to quickly gain a deep understanding of the product, which allowed me to help clients realise its full potential. ⠀⠀⠀⠀⠀⠀My favourite example was helping a client detect threat actors on a dark web forum indirectly discussing how to bypass their security checks.

Key Successes‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Creating leadership competency courses for Mars Chocolate⠀⠀⠀⠀⠀⠀These courses were some of the best work I've done, using characters and scenarios as well as working meticulously on the design of content. The courses were recieved so well they were translated into 10 different languages for consumption around the world.► Running a successful learning campaign for Pandora Jewellery⠀⠀⠀⠀⠀⠀We worked with the flagship Pandora store to run a learning campaign in conjunction with a promotion they were running. They saw huge successes compared with the same promotion during the previous year, but what I particularly found enriching was hearing from the staff about how much they enjoyed taking the lessons.► Mentoring and developing a team of instructional designers in best practice for creating mobile microlessons, and managing their work to ensure on-time delivery for clients.► Delivering webinars on a variety of topics (such as how we use gamification) to global audiences.Key Learnings‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Working on large scale, long-term projects with clients.⠀⠀⠀⠀⠀⠀I worked with Mercedes to help update their entire eLearning backcatalogue into mobile microlessons, a task which took over half a year. Working on a project of this scale helped teach me how critical it is to have good visibility on progress at all levels of development, for both the client and for ourselves. I also learned how important it was to try to catch 'speedbumps' early - when someone is blocked from working, it can easily cascade into impacting others' work, and lead to some late nights. ► Liasing with critical stakeholders and decisionmakers⠀⠀⠀⠀⠀⠀I visited clients in a number of countries to talk about the benefits of the Ed Microlearning platform, and was the key contact for clients in the UK when they needed assistance. Being in regular contact with these key decisionmakers helped hone my presentational skills, even in high pressure situations.

Key Successes‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Keeping up with the demands of a startup in its infancy.⠀⠀⠀⠀⠀⠀Being part of a startup as it was ... starting up gave me exposure to all aspects of the business, and meant taking on significantly more responsibilities than others would have been given in larger companies - I learned by jumping in at the deep end. As a consequence I feel more confident in approaching new challenges, as I know that I’ve excelled many times before without prior experience.► Participating in a successful pitch to Mercedes-Benz⠀⠀⠀⠀⠀⠀I worked on many different pitches at Ed, but the standout was the Mercedes pitch. It needed to be prepared in just a day. I worked quickly to get together everything we needed, which ended with us landing our largest client - a great win for the team.► Writing articles on the 'Ed Academy' for our usersKey Learnings‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾‾► Good communication⠀⠀⠀⠀⠀⠀People always came to me when they had questions about Ed. This drew me away from other responsibilities, so I endeavoured to be as clear as possible when I talked about the platform. This had such a positive impact on my schedule that I applied the same principle to all communications, leading to a better process all round. ► Account management⠀⠀⠀⠀⠀⠀I took on client management duties alongside product development. I learned about maintaining a good relationship, dealing with issues, and translating client needs into useful feedback for the team.► Designing features⠀⠀⠀⠀⠀⠀I used my psychology background to inform decisions about design from an educational standpoint. I also got significant exposure to the decision making of the design team, and learned a lot about good user experience, and setting achievable goals with limited resource.► Running campaigns⠀⠀⠀⠀⠀⠀Many clients used Ed to support events (e.g. promotions). I learned about anticipating the types issues that arise at certain points (e.g. onboarding) which I used to improve future campaigns.