• Developed communities as a core part of the customer experience across the LAER model.• Established key metrics and reporting.• Demonstrated clear business value across all stakeholders at all level including: executive, program, and contributor.• Created a community support cohort team to revitalize community engagement and designed training to improve effectiveness.• Subject Matter Expert on Salesforce Experience Cloud platform

• Managed stakeholders to modernize community platform for technical communication and collaboration. This included a need to quickly scale and repurpose the platform in order to support a major technology conference that went virtual due to the COVID-19 pandemic.• Developed planning process with community managers to determine vision and strategies required to deepen community engagement, improve executive leadership participation and increase the depth and breadth of audience reach.• Provided strategic guidance and oversight to the IT team to ensure all platform capabilities and technical requirements mapped to business requirements and vendor roadmap.• Designed and developed tools to better manage process flow and team activities. Introduced Kanban-based continuous improvement. Created real-time dashboards to reveal data insights. Devised visualization mapping tools to analyze site structure. • Empowered and equipped site developers on how to “do it themselves” in order to quickly and safely implement changes.• Managed User Acceptance Testing (UAT) for website redesign launch activities.

• Managed Salesforce.com team. Supervised staff and determined priorities. Set goals for managing Salesforce.com administration requests and tracked KPI’s. • Led cross-functional team to capture, warehouse and deliver reports to provide insights to the sales team.• Oversaw data migrations of Salesforce.com data from newly acquired companies in order to drive sales effectiveness. Scoped changes, managed data mapping, implemented quality control processes and procedures to ensure data integrity.• Aligned stakeholders (sales, finance, order management, IT) for Salesforce.com upgrade. This phase of the project delivered a significant improvement in system performance and stability and set the stage for the upgrade to the Lighting platform.• Managed budget and contracts for Salesforce.com projects and implementation.

• Developed Sales Dashboards using Tableau to drive insights, track sales forecast and pipeline and unearth hidden opportunities.• Designed and Implemented the "Simplified Sales Process" resulting in a 62% reduction in data complexity and maximizing the productivity of territory sales teams.• Provided sales enablement training through in-person, live webinar, pre-recorded and documented materials.• Led initiative for the build-out of Salesforce.com Visualforce pages to support Account Base Management.

• Created and Managed sales demo environments for Field Sales Engineers ensuring consistency and availability of new features and functions.• Maintained and contributed to the SE knowledge base and online community. Created self-service capabilities for configuring demo environments.• Supported Field Sales Engineering team to resolve technical problems.• Developed process to streamline the writing and submission of RFI/RFP/ RFQ, improving RFP- win-rate.

• Built effective customer relationships for top-tier Platinum Support accounts. • Trusted adviser to customers, assuring tool adoption and achievement of support targets.• Identified customer use-cases and business-process goals resulting in new revenue opportunities. • Removed technical barriers, coordinated resources and ensured customer engagement through the timely resolution of support issues.

• Led a cross-functional team to deploy and support enterprise software solutions and point tools for interactive television advertising. Accounts included: Comcast, Time Warner Cable, Cablevision, Cox Media, Dish, EchoStar, and Verizon. • Technical project manager delivering clarity on requirements, dispute resolution and customer management. • Provided product demonstrations and evaluations to drive new sales.

• Drove improvement utilizing Knowledge Centered Support (KCS) processes and tools to help customers resolve complex problems through online support portals.• Recruited technical experts to collaborate on software requirements and testing. • Enhanced technical solution content resulting in better search results and better customer satisfaction scores. • Negotiated technical trade-offs and resolved conflicts in design and implementation of knowledge capturing tools to meet project goals. • Supervised and trained knowledge analysts, to bring consistency of process and unity of message across the company.

• Provided technical support to PCB designers and engineers using Mentor Graphics tools and was recognized across the customer support division as one of the top 10% of all support engineers in meeting customer satisfaction goals. • Established and trained a new support team for Mentor Graphics India to achieve support service certification. • Presented technical papers to the worldwide user community at conferences.

• Developed and marketed PCB workflow products.• Presented and demonstrated tools to customers at industry events.• Wrote whitepapers, datasheets and articles to promote and position the tool set.

• Wrote and developed documentation for the Falcon Framework suite of tools.

• Managed inventory for customer support computer hardware service.