A CSA is the main point of contact to guide customers through onboarding, expansion, and any new projects they take on. At Panopto, CSAs are true advocates for the customers. A CSA can focus on how impactful video can be to the end users, all while building important relationships. Primary responsibilities include:Understand technical complexities of our video capture and content management software and communicate them effectively to end users.Guide new and current Panopto… Show more A CSA is the main point of contact to guide customers through onboarding, expansion, and any new projects they take on. At Panopto, CSAs are true advocates for the customers. A CSA can focus on how impactful video can be to the end users, all while building important relationships. Primary responsibilities include:Understand technical complexities of our video capture and content management software and communicate them effectively to end users.Guide new and current Panopto customers through their initial and continued adoption. This is accomplished by managing customer goals, projects, health score, and detecting potential risk. Leverage knowledge of your customers’ environments to assist Panopto’s support and development teams in better serving customers.Share customer feature requests directly to our product team to shape the future of Panopto’s softwareRecognize successful customers for reference or growth opportunities.We take a proactive approach to supporting our customers, so you will be expected to analyze our customer data to determine the best outreach method. Your focus will be on delighting our customers and ensuring they see immediate value! Show less

To ensure customer success and facilitate engagement with customers who have purchased the TrueCommerce Platinum Support Service, or have been identified as a strategic account or to the TrueCommerce organization. To engage with their assigned accounts to ensure they are gaining the maximum value from the TrueCommerce solution by providing high level technical support. The Customer Success Manager (CSM) is the single point of contact for their assigned customers and is responsible for ensuring… Show more To ensure customer success and facilitate engagement with customers who have purchased the TrueCommerce Platinum Support Service, or have been identified as a strategic account or to the TrueCommerce organization. To engage with their assigned accounts to ensure they are gaining the maximum value from the TrueCommerce solution by providing high level technical support. The Customer Success Manager (CSM) is the single point of contact for their assigned customers and is responsible for ensuring resolution of customer issues, coordinating requests, providing product training, and ensuring that the service level agreements of the TrueCommerce Platinum Support Services are being met. The CSM is also responsible for developing assigned customers into reference accounts and driving upsell into the Sales team. Show less

Elected as Councilman of the 3rd Ward of Wilkinsburg for a 4-year termRe-elected in November 2017 for a third 4-year term on Wilkinsburg Council

Managed global support team which provided client services for all PTC University products, resulting in nearly $32M in revenue for licensing and maintenance of PTC University eLearning. Assisted customers with customer service, training, education, technical support, and analytical data.• Held cross-functional meetings between Support, Operations, and Product Development teams, ensuring customer support issues and enhancement requests received the most appropriate priority.• Assisted… Show more Managed global support team which provided client services for all PTC University products, resulting in nearly $32M in revenue for licensing and maintenance of PTC University eLearning. Assisted customers with customer service, training, education, technical support, and analytical data.• Held cross-functional meetings between Support, Operations, and Product Development teams, ensuring customer support issues and enhancement requests received the most appropriate priority.• Assisted Product Development to define and plan new features/capabilities.• Ensured proper revenue recognition by guaranteeing all eLearning orders were processed correctly and in a timely fashion.• Worked with Sales and clients to ensure a thorough understanding of the software capabilities. Participated in the product release management meetings and product releases to certify software requirements met customer expectations.• Provided analytical data for user adoption metrics to customers and Sales.• Defined user stories with feature definitions, acceptance criteria, and mockups.• Worked with UX and Localization teams to ensure customers had a good user experience and easy to navigate UI. Show less

Subject matter expert in PTC University’s assessment software (Pro/FICIENCY). Managed extensive library of questions covering all PTC products. Created customer specific knowledge-based and skill-based questions and assessments. Oversaw operation of grading engine which supported PTC’s industry unique Creo Parametric skill-based questions.• Worked extensively with customers on customized Pro/FICIENCY assessments.• Created custom skill questions in Pro/FICIENCY. Upgraded all skill… Show more Subject matter expert in PTC University’s assessment software (Pro/FICIENCY). Managed extensive library of questions covering all PTC products. Created customer specific knowledge-based and skill-based questions and assessments. Oversaw operation of grading engine which supported PTC’s industry unique Creo Parametric skill-based questions.• Worked extensively with customers on customized Pro/FICIENCY assessments.• Created custom skill questions in Pro/FICIENCY. Upgraded all skill questions to the current XML-based solution which enhanced the customer solution feedback and results.• Worked with the PTC University Quality Assurance teams to ensure that PTC University products were released with the highest possible quality. Participated in user acceptance testing (UAT) and managed defects in the PTC University tracking system. Show less

Subject matter expert in PTC’s Pro/ENGINEER software. Provided in-center and on-site training to PTC customers.• Certified in over 15 MCAD courses.• Performed Precision Learning Programs (PLPs) and Digital Model Definition Optimizer (DMDO) at various customer locations.• Created baseline assessments to test user proficiency in PTC MCAD software, helping to identify skills and knowledge gaps.• Established customer specific training plans based on the results of the assessment… Show more Subject matter expert in PTC’s Pro/ENGINEER software. Provided in-center and on-site training to PTC customers.• Certified in over 15 MCAD courses.• Performed Precision Learning Programs (PLPs) and Digital Model Definition Optimizer (DMDO) at various customer locations.• Created baseline assessments to test user proficiency in PTC MCAD software, helping to identify skills and knowledge gaps.• Established customer specific training plans based on the results of the assessment. Training consisted on instructor-led training, one-on-one mentoring, customized workshops, and self-study. Show less