-Maintain portfolio of ~30 enterprise customers in a high touch capacity-Help customers achieve success in their DevOps transformation - from on-premise to cloud migrations, containerization strategy, adoption of kubernetes architecture, scaling workloads across multiple organizations, and applying analytics and governance -Communicate and build relationships at all levels of customer organization, from individual contributor to senior leader-Partner closely with Account Executives and senior leadership to identify and mitigate areas of risk, forecast growth, and introduce new offerings of the CloudBees platform-Voice of the customer when working with product teams, relaying customer user stories for enhancement requests, and sourcing contacts for early access or beta programs-Facilitate product research interviews, documenting projects in Dovetail-Collaborate with Success team to refine the customer journey, operationalized with Success Plans and templates in Gainsight-Create and maintain custom dashboards within Gainsight to track kpi's and alignment to ongoing initiatives

-First Support Engineer, responsible for implementation and support of new Integrations offerings, including automated user provisioning, Single Sign-On (SSO), and 3rd party RESTful API platforms-Manage explosive growth, leading implementations from 150 to 300 sites in the 2018-2019 school year, and again from 300 to over 1,000 sites in 5 months during the 2019 back-to-school season-Lead point of contact for other internal teams (Engineering, Product Management)-Perform initial configurations and provide ongoing data fixes in production using Oracle SQLPlus in a Linux terminal environment-Develop reports independently using SQL, to track growth, identify areas of the fastest adoption, and cross reference renewal team data to identify high value opportunities for retention and growth-Define technical requirements for Product Management, and provide queries and scripts to Engineering to help create automated tasks or internal tools. This helped reduce reliance on production data fixes, and increased the ability for other teams to take on initial support tasks-Define and manage internal hand-off processes with front-line teams to manage escalation and de-escalation of technical issues-Design and implement two week SQL boot camp to rapidly develop junior team members. This allowed reps with no prior SQL knowledge to independently perform advanced troubleshooting and investigation, without the need to escalate to Support Engineers.

-Primary technical point of contact across departments for ShareFile break-fix and root cause analysis-Communicate technical root cause analysis to customer and define business impact for senior leadership-Partner with release management team to identify and prioritize bug fixes for future release-Manage customer feedback for private test and beta builds of products-Clarify user stories for Product Management-Mentor and train Technical Support Engineers on product, platform, and processes including ShareFile API, SQL Database, and platform troubleshooting-Publish internal documentation and training guides for the above topics

-Escalation specialist for the ShareFile cloud application, desktop applications, and integrations -Perform advanced troubleshooting and root cause analysis leveraging public API's, SQL, Fiddler, and Splunk-Manage relationship with development teams and release management to determine scope of technical issues and impact to the business to prioritize and expedite solutions and new releases-Act as subject matter expert and consultant for other teams-Develop custom reports for high value customers using SQL-Create and maintain internal documentation for technical solutions

-Engage with executive stakeholders for Customer Care organization to qualify needs and business objectives-Program manage training for product offerings and internal processes for Customer Care agents on global scale for small business and enterprise support-Manage subject matter experts across multiple departments and geos for content creation and content delivery-Develop E-Learning courses utilizing Articulate Storyline and deploy via LMS-Measure impact of training on key organizational metrics: tNPS and First Call Resolution

-Engage with Customer Care senior managers and directors to qualify needs and business objectives-Conduct training for Customer Care agents on how to support product offerings-Engage with subject matter experts across multiple departments and geos for content creation and content delivery-Produce video and other recorded content for on-demand learning-Develop and improve training content by measuring improvement against tNPS baseline-Provide readiness material to Customer Care for new releases, including product demonstrations, live training, and establishing escalation paths-Design, develop, and maintain public knowledge base using MadCap software, hosting articles on Salesforce

-Perform analysis of inbound call volume and design tests to more efficiently support customers-Lead training sessions for junior members and acted as subject matter expert for Global Customer Support trainer-Provide inbound customer care and technical support via phone, email, chat-Support small business as well as enterprise deployments, including active directory integration and on-premise storage-Author knowledge base articles for public knowledge base as well as internal employee knowledge base

-Perform minimum 150 outbound prospecting calls-Consult with decision makers and influencers on business needs for small business and enterprise prospects-Schedule product demonstration with decision makers or key influencers with senior sales associate-Maintain demonstration schedule, confirming appointments and accommodating re-schedules-Achieve or significantly exceed monthly sales quota