Expanded and rebranded NetQoS workshops to encompass all CA Service Assurance and CA Clarity PPM solutions, creating the CA Interactive Customer Seminars.• Expanded geographic coverage and increased frequency of seminars.• Oversaw creation of new seminar materials, incorporating feedback from Product Management, Product Marketing and subject matter experts.• Ensured high attendance rates by providing regional Field Marketing, Sales and User Community teams with invitations and other promotional material needed to promote awareness and drive registration for seminars.

Managed all logistics for new customer-hosted Client Enablement Workshop format, decreasing program costs while increasing frequency and number of customers impacted.• Developed methodology to determine target cities for customer workshops based on geographic concentration, customer satisfaction and product version data. • Identified ideal host customers within target cities, working with local account teams and customers to ensure appropriate meeting facilities and event logistics.• Leveraged post-learning evaluations to tailor course materials to customer needs.• Member of core planning team for annual customer Symposium, responsible for agenda and presentation coordination, customer registrations and on-site coordination.• Continued responsibility for all Customer Care Analyst duties, with exception of maintenance renewals.

Managed maintenance renewals, customer loyalty initiatives and departmental metrics for the Customer Care team.• Improved process efficiency for maintenance contract renewals and reporting, resulting in higher on-time renewal levels and more reliable revenue forecasting.• Developed and implemented SaaS customer satisfaction survey program to highlight areas for improvement of the customer experience. Included integration with Salesforce.com. • Coordinated two to five regional Best Practice Workshops per year, working closely with Corporate Travel Manager, on-site hotel staff and promotional items vendors.• Developed and prepared monthly and quarterly metrics for departmental initiatives.