I started Advance Three Spaces with the aim of reducing loneliness through board gaming events in the Tampa Bay Area.

* Lead strategic programs to transform Support from reactive break/fix to a proactive driver of adoption, * Lead annual and quarterly OKR planning and reporting,* Improve decision making by ensuring the right data is available at the right time to leaders,* Improve efficiency by connecting the dots between teams, outcomes, and projects to avoid duplicate or contradictory work* Provide coaching & guidance to junior team members and help them tell a story with data,* Collaborate with leadership, finance, and team managers to ensure talent reviews coincide with headcount planning,* Represent Customer Success inside and outside of Qlik through executive events, workshops, and industry conferences

Lead the team developing programs to improve operational effectiveness and efficiency, including digital & community support, gamification, product supportability, technical readiness, and quality management.

Lead the team delivering support to our Qlik Cloud customers in the Americas, including managing incidents and escalations, and collaborating closely with SRE to improve collaboration.

Plan and execute strategic projects designed to leverage machine learning and predictive analytics to drive Customer Success strategy and increase case deflection. Team results include:* Developed Citrix's first ML-based customer health score, which enables renewal sales teams to prioritize their work* Consolidating data across the customer lifecycle to improve scoring, predict outcomes, and trigger success playbooks.* Develop dashboards and conduct ad-hoc analysis to identify persistent customer issues by blending case data with user web activity, and collaborating with Supportability to drive product improvements.* Launched Citrix's first customer service chatbot that is answering 60% of questions asked by customers.* Established award-winning self-service practice, building a product roadmap and managing a team that conducts user research, writes stories, sets priorities, and collaborates with engineering to deliver new knowledge base and community features that have increased customer success and enabled case deflection, leading to >$30M in annual cost avoidance.* Established objectives, KPIs, strategy, and communication plan for successful implementation of Knowledge-Centered Support program, enabling 900 engineers in 6 months, resulting in 17% faster time to close for KCS adopters.* Gained consensus across leadership, built staffing model, trained agents, and launched Citrix’s first live chat support channel that diverts cases from Level 1, achieves pacesetting NPS, and saves nearly $2M in costs per year.

* Defined technology strategy for new learning experiences and routes to market for Education training materials.* Devised strategy for a home-grown e-courseware solution that improved NPS by 6 points while eliminating book manufacturing costs.* Collaborated with web developers to enable one of the first xAPI implementations to measure learning behaviors.* Presented at numerous DITA conferences and participated in OASIS standard subcommittees.

* Defined publication and quality assurance activities* Created tools and automation scripts to enhance the content development and publication processes* Acted as business owner for complex authoring and publication solutions* Defined content management strategy

Analyzed curriculum needs related to student, Channel, GEO, and instructor requirements and developed detailed curriculum plans.

Led small documentation teams through the content development cycle for server software and network hardware technical training.

Carried out all day-to-day activities, including managing subscriptions, submissions, expenses and budgets; coordinating with editors at other institutions; requesting and evaluating printing quotes; performing DTP process on accepted articles; and designing, building and maintaining the journal we site.