I am a customer advocate leveraging diverse strengths in leadership, training, and engineering to exceed customer expectations, earn stakeholder respect, and secure brand loyalty. Dedicated team builder and motivational manager instilling customer success culture as critical priority. Solutions oriented and results-driven attitude for betterment of customer experience. Hardworking self-starter who values excellence, has ambitious standards, and effectively organizes and plans for success.SELECTED CAREER CONTRIBUTIONS:- Trusted technical advisor working with complex, challenging, and unique environments and implementations. Manage product-related technical questions and liaise between Product Management, Engineering, and Support Services.- Created onboarding plan for Customer Success team new hires, and co-hosted weekly technical sessions to answer questions, provide demos, discuss new releases, etc. Created Playbooks related to team processes and developed training lessons in the Seismic/Lessonly platform.- Constructed documentation and standardized baseline implementation plan to help reduce onboarding time for new customers. Pulled in data and prepared user guides to streamline repetitive processes that were similar across customers.- Created “cheat sheets” for customers to use during subsequent connection and configuration of additional SaaS apps.- Helped to establish departmental processes to standardize implementations and track engagements.EXPERTISEOnboarding and Implementation * Customer Advocate * Trusted Advisor * Documentation * Change Management * Technical Support * Incident Investigation * Validation * Cybersecurity * SaaS Security * Data Analysis * Training and Development * Zoom * Slack * Salesforce * TaskRay * O365 * Google GSuite * Email Routing * DLP * Bash Scripting * Basic Python * Basic SQL
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Customer Success ManagerRecoMebane, Nc, Us -
Customer Success EngineerAppomni Oct 2021 - Mar 2024San Mateo, California, UsResponsible for technical deployment and implementation of AppOmni’s SSPM platform amongst all tiers of customer base. Worked closely with Enterprise-level customers to ensure successful implementation. Focused on demonstrating value quickly and delivering a top-notch onboarding experience for all customers. Executed technical deployment and implementation for new customers.- Onboarded all tiers of new customers and executed technical deployment and implementation.- Subject matter expert for the AppOmni platform.- Implemented 90-day onboarding plan with specific goals for 30/60/90-day milestones for new customers.- Supported business-wide adoption to deepen AppOmni proficiency.- Worked with all levels of stakeholders as needed: SaaS application owners, IT, DevOps, SecOps, etc. -
Manager, Customer Success EngineeringAgari May 2021 - Oct 2021Strengthened relationships and ensured high-touch experience working with customers driving ARR. Trusted advisor, clearly articulating business value to ensure adoption, drive growth return on customer’s investment, and foster account champions. Tapped as escalation consultant, partnering closely with internal resources on escalation and resolution processes for critical customer issues. Met with new Director to review/advise on strategic planning and reallocation of work during staff transition. Managed 7-member team.- Examined data analysis around RR, ARR, and time to value to balance workloads. Created project plans, reviewed Salesforce and TaskRay for customer insights, and assigned new accounts to team for deployments.- Acted as stable face of Agari and collaborated cross functionally working with internal teams including customer success managers, engineering, sales, data science, product marketing, and product management to move engagements forward.- Oversaw and architected very complex enterprise customers with specialized requests and regulatory responsibilities including longer term engagements pulling in resources from diverse internal and partner teams.- Respected team advocate and mentor, meeting weekly with each direct report to discuss employee growth and address any concerns. Guided team on technical training and development of best practices to meet performance expectations.
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Principal Customer Success EngineerAgari Feb 2020 - May 2021Partnered closely with Customer Success Managers and Professional Services to help maintain healthy client relationships. Handled strategic accounts representing diverse industries in public and private sectors. Created documentation to fill gaps between Engineering and Customer/Support minds. Helped establish a highly-effective onboarding and enablement process and continued to educate/enable customers of all tiers in use of Agari products. Facilitated early access program leveraging strong relationships to secure accounts willing to participate in beta program. Carried out KPIs and ensured benchmarks were met.- Tagged to support new strategic customers as touch point for subject matter expertise. Collaborated with internal relationships to find solutions and resolve issues for seamless account onboarding experience.- Recruited by sales team to participate in presales activities to outline proof of value. Helped with sales meetings and created demonstrations, answered questions, and highlighted features/benefits to assist team during entire sales journey.- Handled complex email architecture, supported peers with difficult accounts, and assisted with customer escalations. Dissected issues with new customers to identify correct implementation, deployment, and solutions.
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Senior Customer Success EngineerAgari Sep 2017 - Feb 2020Worked with Tier 1-4 Customers for onboarding of Agari's Email Security Solutions. Provided remote assistance with installation and initial configuration, training, and working sessions. Shared best practices around email and Agari product installations. Established success criteria and timelines during project kick-off. Worked alongside Customer's Project Team (Messaging, Security, DNS) to provide necessary tools to ensure success. Proactively identified and addresses areas of concern. - Mentored new Customer Success Engineers and assisted with escalations and support tickets. Established weekly meeting cadence for installation, configuration, training, knowledge transfer, demos, and more.- Served as trusted adviser for customer, managing customer expectations and time restraints. Steered onboarding process to successful outcome to ensure stakeholders recognized real value and were positive influencers internally and across industry.- Coordinated with CSM team to participate in initial on-boarding meeting to ensure customers get off to right start. Set success metrics, built Success Plans, and engaged customer signatories to project manage implementation of products/services.
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Principal Messaging EngineerFidelity Investments Jul 2016 - Aug 2017Boston, Ma, UsClient advocate between Fidelity and Sendmail Support/Professional Services to ensure timely consultation and resolution to issues. Worked closely with Sendmail PS on development and implementation of new security requirements and other customizations. Documented new processes and train team members/customers on updated technology and processes. Worked with external vendors and customers, maintaining priority of customer service and timely resolution. Collaborated with Legal and other groups to develop/implement procedures to request exceptions to email security policies.- Selected as subject matter expert for messaging backbone of complex email environment and escalation point for critical issues and internal investigations. Performed root cause analysis of escalated issues.- Migrated inbound email traffic and data loss prevention rules to Microsoft Cloud Service (O365). Created email transport rules for Corporate Investigations / Enterprise Cybersecurity / Human Resources using MS EOP. -
Senior Messaging EngineerFidelity Investments Jun 2012 - Jul 2016Boston, Ma, UsManaged daily operations of Sendmail and Voltage and SME for messaging backbone. Engineered, developed, tested, and implemented product patches and upgrades. Supported diverse group of internal and external customers across multiple countries. Maintained complex DLP policy sets, data feeds, special SMTP routing configurations, and transport layer security. Oversaw email hygiene and maintained test lab and production systems.
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Messaging EngineerBlue Cross Nc May 2008 - Jun 2012Durham, Nc, UsSubject Matter Expert (SME) for Blackberry Enterprise Server/Good for Enterprise, Tumbleweed, Voltage, and Sendmail (Unix/Linux base). Maintained HIPAA and PHI policies and lists for outbound email. Email encryption. Escalation point for customers and email issues. Server maintenance and daily operations. Created and maintained application/server/support documentation. Worked with Help Desk to establish knowledge base. Project lead for migration of Blackberry Enterprise Server (BES) for GroupWise to BES for Microsoft Exchange. -
Service Delivery Team LeadBlue Cross Nc Jan 2005 - May 2008Durham, Nc, UsLed projects and investigated escalated issues. Managed contractors and field technicians for desktop support. Performed administrative duties: reporting, queue management, staffing for each location. Worked on cross-functional projects: PC refresh, application upgrades, image builds. Liaison for Workstation Services/Engineering/Business Units. Provided expert support and problem resolution with a high degree of customer service/technical expertise/timeliness for complex technical issues – phone and in-person.
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Problem Resolution Agent SpecialistBlue Cross Nc May 2001 - Jan 2005Durham, Nc, UsPerformed first and some second level Help Desk support for internal and external customers. Assisted with projects and developed support documentation as needed. Demonstrated leadership and organizational skills by investigating complex problems, and training teammates on their solutions. Created and distributed support documentation for new processes and or solutions via the TAG Support Webpage. Assisted with team building exercises and development by creating cross-functional training and tasks assignments.
Melissa Smith Education Details
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Alamance Community CollegeComputer Programming
Frequently Asked Questions about Melissa Smith
What company does Melissa Smith work for?
Melissa Smith works for Reco
What is Melissa Smith's role at the current company?
Melissa Smith's current role is Customer Success Manager.
What schools did Melissa Smith attend?
Melissa Smith attended Alamance Community College.
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