An initial member of the newly established, Insights and Programs team at Xactly. Responsible for gathering requirements from various business groups, working cross-functionally with IT to construct suitable semantic tables, and building out Tableau visualizations/analytics.

Work closely with the IT team to spearhead a new data warehouse and visualization implementation initiative with a focus on Customer Success KPIs and goals.

Pioneer new CS role, implemented to help increase CS value proposition. Improve customer relations and support CSMs through technical reviews of customer Xactly instances, hands-on product guidance, and providing information resources. Increase CS value with new customer success program implementations.

· Develop and foster strong relationships with a portfolio of 50+ SME accounts· Act as a main point of contact, trusted advisor, and Xactly ambassador for customers· Conduct monthly meetings and QBRs with stakeholders to identify wins, opportunities, and next steps· Suggest solutions to alleviate pain points or streamline processes· Assist with customer business initiatives by facilitating communication with the proper internal resources· Work cross-functionally with internal teams to ensure customer satisfaction and growth· Manage accounts and tasks through Salesforce, Quip, and Gainsight

· Promote customer satisfaction through training on Xactly products and ensuring a successful rollout of Xactly Solutions to end-users · Facilitate training in Xactly classroom, on-customer site globally, and through webinars· Contribute to creating, modifying, and maintaining Xactly Education training materials· Collaborate with engineering, support, and product management teams to develop Xactly Connect training curriculum· Sole trainer to spearhead and deliver Xactly Connect, xSQL, & xCL training· Cross-train on LMS systems and LMS development· Become a product expert on Xactly Solutions · Own and manage NPS surveys for training department via SurveyMonkey· On-demand training development via Articulate Storyline

· Analyze business processes to suggest software and technology equipment to maximize efficiency and minimize costs.· Implement, configure and maintain Microsoft 365 to promote security, uniformity, and easy collaboration · Created and administered database on SharePoint Lists. Created Microsoft Access forms and reports for end-users· Domain and website creation and administration via Network Solutions· SharePoint Administrator· Basic configuration and maintenance of Windows Server 2012 for secure file storage and active directory implementation· Dropbox setup and maintenance· VOIP administrator via Phone.com· Cable manage and set up all San Jose office devices· Provide IT Support to all users

· Perform 1-on-1 Microsoft 365 deployments with SMB customers· Champion Microsoft cloud technologies· Support pre/post Office sale logistics· Learn concepts and applications of IaaS, SaaS, and PaaS· Assist with Office 365 and Microsoft 365 knowledge development through workshops and one-on-one trainings in store· Support SMB in SF Metro Area including: Santa Clara, Palo Alto, San Francisco, and Corte Madera stores with M365 technical questions and deployment · Write weekly recaps about Microsoft 365 engagement and readiness within area

· Create fans and foster customer loyalty by troubleshooting and suggesting effective solutions to technical problems within a 15-minute appointment time-frame.· Provide customer facing technical support and maintenance for PC hardware and software including, but not limited to Windows 7 through 10, Office 365, Office 365 Business, etc.· Troubleshoot Outlook and Microsoft Exchange issues on all platforms· Set up, maintain, and troubleshoot OneDrive for customers· Performed Windows installations via Bootcamp or Parallels on Mac· Provide chat support for the Outlook Mobile App· Maintain work efficiency and customer trust by handling, organizing, and processing sensitive information and devices of 70+ customers through Microsoft Dynamic CRM. · Develop and modify new technical training materials to ensure easy understanding of content for team members and customers. Allowed staff to confidently deliver content in workshops and promoted an increase in customer attendees.

· Expanded Microsoft’s customer database through cold calls to local businesses and customer interactions within the store. Averaged 10-15 new leads per week.· Connected with business customers and build/suggest solutions to satisfy their business’s needs. Accounts included small businesses and school districts.· Introduce and promote business culture within the store by creating and delivering training methods and materials to the team. Average weekly business sales percentage rose from 5% to 30% between September 2016 to November 2016· Provide post-sale orientation and training for business customers to ensure customer satisfaction and loyalty.

· Provide world class customer service while maintaining high sales and attachment. Consistently remained in top 5 of sale’s scorecard.· Facilitate and deliver Windows and Microsoft Office workshops to groups between 1-30 customers. · Mentor and train beginner and intermediate customers on Microsoft programs and products including, but not limited to: Word, Excel, PowerPoint, OneNote, Access, Publisher, Xbox, Windows Phone, and Windows XP through Windows 10.· Streamlined the personal training process by organizing the store’s first personal training team. Expanded store’s personal training count from three to ten per day and improved the store’s overall personal training ranking from 50th place to third place in the company’s Northwest market.

· Cross trained on computer repair while recommending and selling the best service solutions for customers· Diagnose and checked in hardware to be looked at and fixed via STAR system· Assisted and recommended technology solutions to customers on sales floor

· Assured customer satisfaction by assisting customers with questions or concerns and recommending the appropriate solution.· Assisted and recommended best technology solutions ranging from routers, modems, laptops, desktops, tablets, warranty etc.· Learn/maintain new and old technology information and solutions· Maintain a presentable, organized, clean and easy to navigate computers department

· Taught Shaolin Kempo, Shotokan Karate, Goshin-Ryu, and Cardio Kickboxing to all ages· Assure student competency of materials and fully prepare students for testing · Held classes at Lathrop Community Center of 30+ students· Created and performed demonstration sequences for the Demonstration Team· Oversee and manage Demonstration Team practices