As the VP of Customer Success Strategy at GitHub, I’m responsible for leading teams focused on developing CS, Services, and Support offerings and strategic frameworks. From our Customer Experience team to FastTrack, to our team building well-architected frameworks, the CS Strategy team sets the cross-functional strategy that unifies our CS teams to drive exceptional customer experiences.

As the VP, Customer Outcomes, I look after Customer Success Management, Customer Success Architecture, FastTrack, Customer Experience, and Community Engagement at GitHub. The Customer Outcomes organization supports all enterprise, team, and open source users at GutHub and are responsible for ensuring customer achieve their desired outcomes. Since joining GitHub in 2020 and creating the Customer Outcomes functions, our teams have helped grow revenue by more than 30%, while also driving increased usage of GitHub products by more than 75%.

I am helping to build a team focused on making customer engagements with AWS customers even more AWSome! My team is responsible for the tooling, management and support around customer engagements led by AWS Solutions Architects worldwide.

I help organize the annual DevOpsDays Seattle conference. This conference is dedicated to growing the Devops community in Seattle and has regular attendance of 400-500 people every year.

As Head of Partner Integrations, I acted as the primary stakeholder in developing and maintaining technical integrations with partners, working closely with senior product owners at strategic partners, and working closely with the broader Product organization to provide market requirements and relevant use cases.This included, but was not limited to:* Managing a team of Partner Architects who provide technical solution support globally for partners integrating with Chef products, present the technical capabilities of Chef to existing and prospective partners, and leverage technology and innovation to bring continuous improvement to operational processes * Driving strategy and feature sets for all Chef product integrations* Meeting with customers to understand their needs, the other DevOps, Automation or Security related products they use, and develop innovative ways how Chef can integrate with those solutions to best meet our customer needs.* Ensure the development and maintenance of technical documentation, field enablement and marketing asset development for partner integrations is consistent. Develop and maintain technical documentation supporting our products and platforms* Understand trends in the market, key solutions we should develop integrations with, and key competitors.* Evangelize the Chef product integrations, partner with marketing on launches, training events, customer outreach, and other events.* Develop and manage a program to assist with the enablement and prioritization of ISV integration partners* Partner closely with others on the product management team, engineering, marketing, sales, customer success, and other organizations. Collaborate with the product team to ensure consistency across solutions wherever possible.

As the Sr. Director of Customer Outcomes at Chef, I built a new team of Customer Success Managers from the ground up, assisted with the selection and implementation of Gainsight, and the design/implementation of a premium services offering. I also acted as an executive coach for devops/cloud strategy for our most strategic customers.I was responsible for ensuring customers are achieving tangible business outcomes through the use of our software. This included focusing on:* Defining and optimizing the customer journey & lifecycle* Building and leading a team of Customer Success Managers* Developing repeatable playbooks designed to maximize customer success* Align with sales on renewals & up-sell strategies to retain revenue and assist with up-sell prospecting* Drive a company-wide definition of the customer and customer success* Speak at public and private events about devops transformation and continuous automation.* Coach IT executives on strategies for implementing devops, automation and multi-cloud strategies.* Key metrics for CS: Renewal rate, production adoption, NPS, up-sell lead generation

* Responsible for a team of 30-35 highly skilled engineers who provide professional services and customer success technical services to Chef's customers. * Provide mentorship and guidance to Success Engineering team managers to run a profitable services business, while delighting Chef's customers with Customer Success Engineering activities. * Determine go-to-market strategy for repeatable services and success offerings that maintain quality and profitability.* Managed a $8 million book of services business with greater than 20% margin results for multiple consistent quarters* Had a near 100% retention rate for team members and produced several senior technical leaders for internal engineering teams, as well as several customers.* Frequently spoke at public and private events about devops transformation and continuous automation.

* Managed professional services team members, services engagements, contracting and strategy for the Solutions Engineering group at Chef. * Managed and directed services engagements from discovery to delivery. * Determined go-to-market strategy for reproducible services offerings that maintain consistent quality while increasing margin. * Provided mentorship and professional growth opportunities for 15-20 highly skilled solutions engineers.* Frequently spoke at public and private events about devops transformation and continuous automation.

- Assist organizations with technical architecture recommendations and implementation assistance for Chef deployments- Conduct training sessions for the usage of Chef- Conduct workshops with customers to determine high-level architectures for automation and configuration management solutions

Provide technical architecture guidance for highly-available cloud-based web applications. Act as technical SME for infrastructure applications that support Java-based application development efforts. Develop and maintain automated configuration management systems (Chef). Design and implement continuous integration and delivery systems for enterprise software development teams.

Managing mid to high level technical projects for media groups and internal product development. Determining the direction and operation for several ongoing services.

-- Manage small, medium and large scale projects-- Work with account management to educate customers on technical solutions-- Work with multiple departments to execute on cross-functional projects and programs

-- Lead a team of technical specialists during combat operations.-- Provided regular review and training for a small technical specialist team.-- Earned several Army accommodation and achievement awards-- Worked in high stress deployment environments with little supervision.