Sarah Schuster

Sarah Schuster Email and Phone Number

Customer Experience Strategy @ GitLab
san francisco, california, united states
Sarah Schuster's Location
Austin, Texas Metropolitan Area, United States
Sarah Schuster's Contact Details

Sarah Schuster personal email

n/a
About Sarah Schuster

I am a passionate about building and delivering exceptional customer experiences, through leading and managing complex, cross-functional strategic programs that deliver business value and enhance customer experience. My core competencies include strategy, planning, decision frameworks, leadership advising, customer journeys, and program inception and development. I thrive on collaborating with diverse teams, building strong relationships, and driving impactful outcomes. I am passionate about driving programs that help customers achieve their goals and vision through innovative and scalable solutions.

Sarah Schuster's Current Company Details
GitLab

Gitlab

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Customer Experience Strategy
san francisco, california, united states
Website:
gitlab.com
Employees:
1291
Sarah Schuster Work Experience Details
  • Gitlab
    Customer Experience Strategy Lead
    Gitlab Sep 2024 - Present
    United States
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  • Atlassian
    Sr. Sales Strategist
    Atlassian Aug 2022 - May 2024
    *Strategy, Planning, Decision Framework, Leadership Advising/Consulting, Customer Journeys*As a trusted advisor, I support strategic decision-making for business evolution, including conducting research and interviews, creating frameworks for effective decision-making, and designing customer journeys to enhance the overall experience, resulting in presenting aligned recommendations to Senior Leadership for their support.Strategic Initiatives• Market Solution Programs (Agile & DevOps (ADO)): Formed program framework for market solutions program; co-built aligned, market-agnostic customer journey with Sales, Product (PM) Product Marketing (PMM), and GTM; authored strategic recommendation for advancing GTM market readiness for ADO, new uses cases, competitive analysis and proposed new initiatives to accelerate customer value in ADO space.• Maverick (Product Lead - Migrations): Driver for pre-sales migration consultation proof of concept of paid offering. Developed a framework for assigning customers to migration risk profiles for triage, use cases and journey paths. Led monthly and quarterly business reviews with senior leadership stakeholders across Sales, GTM, Support, and Channel.• Atlassian Together Beta (Strategy Consulting - CWM): Consulted Product leads on program architecture, customer enrollment, customer journey map and engagement model, oversaw launch to first customer cohort.
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  • Atlassian
    Program Manager, Value Frameworks Solutions
    Atlassian Aug 2021 - Nov 2022
    *Strategy-to-Execution, Value Delivery, Program Inception & Development*• Built frameworks to improve value delivery of customer-facing teams, including defining the core customer journey phases and accompanying internal engagement model, clarifying role boundaries and reconciling redundancies or unclarity, and developing strategies to scale processes to ensure consistent customer experiences.• "Dr. WoW" (Ways of Working) pilot program: Managed the development and launch, co-designed the customer engagement model and high-touch workshop offerings practiced across 16 customers. This program's outcomes contributed to the creation of Atlassian's current work management (CWM) Community of Practice artifacts and practices.
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  • Atlassian
    Program Manager, Migrations
    Atlassian Jun 2018 - Aug 2021
    Austin, Texas Area
    Proven driver of high-touch, high-visibility customer programs intersecting Field teams, Support, Product, Platform, Marketing, and Design. Highlight programs include:
- Built Lighthouse, a multi-year initiative to migrate enterprise customers to cloud. Worked with 60+ enterprise-level customers (and their solution partners), and internal teams, to consult on migration planning and execution. Defined core enterprise migration best practices/strategies, and scaled learnings through the internal Cloud Migration Playbook (a collection of 'plays' combined to create a tailored migration 'gameplan'). Iidentified and mitigated points of friction, blockers through Product, Marketing, Commerce and Ecosystem teams to build scalable solutions. Coached Sales, Migration Project Managers, and Support teams on migration strategy, risk mitigation to drive successful outcomes. First customer-facing program in Atlassian to graduate from exclusive program to scaled, new operational function across Field and Support. - Directed "Cloud Enterprise Plan" Early Access Program (EAP). Advised on the customer engagement strategy, curated/managed program pipeline, status reporting, and mitigated programs risks. Partnered with Design, Engineering, and Product to build the runbook for creating bespoke test instances for participants. Facilitated Product interviews to validate feature roadmap and experience.- Drove internal program to reduce app migration friction experienced across organization through Product, Platform, SalesOps, BIzOps and vendor engagement process improvements. Successes include: Launch of pricing calculator that has reduced time-to-quote from 15 hrs (avg) to 15 min, coupon codes to make app pricing scaled and affordable for our largest enterprise-level customers.
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  • Atlassian
    Customer Success Manager, Jira Software Cloud
    Atlassian Sep 2017 - Jun 2018
    Austin, Texas
    Launched the inaugural Jira Software Cloud Onboarding Guide for SMB/Small Teams. Collaborated with top Atlassian Community champions to crowdsource content creation and guide review to content reflected their hard-earned best practices/experience. For evergreen and aligned content, we partnered with internal Community Team, Product Marketing, and Content Design to ensure content had owners and long-term maintenance plan.
 Guide was completed in 3 months, and came complete with proven strategy tips, best practices, and links to technical documentation.
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  • Bazaarvoice
    Operations Program Manager
    Bazaarvoice May 2015 - Sep 2017
    Austin, Texas Area
    *Dependency Management, Process Iterations, Compliance, Technical Consulting, System Administration*• Developed, managed operational program for tooling systems used by the Global Client Services department, including: roadmap creation, administration, integrations implementation, runbook creation, weekly communications, release management, and system end-of-life for Jira Software, Basecamp, Clarizen, Salesforce, and other systems.
• Led kickoffs, strategic planning sessions, UATs, trainings, and retrospectives with program managers, team leads, managers and executive leadership.
• Managed, supported several cross-functional initiatives to successfully implement agile methodology and tooling in the new global team structure, via: collaborating with managers and team leads to refine delivery processes, lead departmental trainings, supporting tooling iteration, create reporting and dashboards, and office hours.
• Drive continual process iterations and changes with global teams and management leveraging data gathered from previous rollouts, enabling teams to operate efficiently.• Technical subject matter expert (SME) for supporting systems, and performed administrator-level functions.
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  • Bazaarvoice
    Implementation Project Manager
    Bazaarvoice Sep 2014 - May 2015
    Austin Area, Texas
    *Project Management, Client and Vendor Management*Delivered over 50 projects in a matrix of implementation engineers and designers for a ratings and reviews SAAS company for enterprise-level brands.
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  • Pearson
    Senior Implementation Project Manager
    Pearson Jan 2014 - Sep 2014
    Austin, Texas Area
    *Team Management, Program Management, Change Management, Lean Process & Work Efficiencies*Lead Implementation project manager for four programs with budgets ranging from $150M-$900M+. Focused implementation of global accessibility tools and enhancements, and incorporation of assistive technology-compliant code updates. • Directed four testing programs with budgets ranging from $150M-$900M+, with a focus on accessibility-compliance and usage of assistive technology. • Participated in multiple change management initiatives that included: process revamping, trainings for internal teams and vendors, and iterations.• Partnered with Product team to further decrease production processing time and manual effort by 55% via new tools and scripts. • Mentored junior implementation project managers.
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  • Pearson
    Implementation Project Manager
    Pearson Nov 2012 - Jan 2014
    Austin, Texas Area
    *Project Management, Vendor Management, Team Management, Change Management, Process Efficiencies*Implementation project manager for three testing programs with budgets ranging from $1.5M-$150M. • Managed and mentored matrix teams in rapidly changing, high-pressure environment to deliver high volume and quality deliverables within tight deadlines.• On-boarded production department to JIRA for workflow tracking and reporting, through training, synthesizing feedback into change iterations and compliance management, which led increased work visibility, team collaboration and leaner processes. • Spearheaded internal and client teams transition to new web-based testing platform via: risk management and resolution efforts, UAT session facilitation, and conducted trainings on new platform and production processes.• Served on multiple change control boards to address gaps and issues in processes and tools. Reduced production cost and effort by 60% via requested tool enhancements and functionality.• Led Kaizen events to define new workflow processes for production departments for leaner test delivery.
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  • Pearson
    Web Content Specialist
    Pearson Apr 2009 - Nov 2012
    Austin, Tx
    *Production Process Improvements, Live and Video Training Delivery, Client Management, Technical Documentation, Agile Teams*• Produced and delivered live product training webinars, technical documentation and live training sessions to internal production teams, vendors, and clients. • Identified production inefficiencies and collaborated with internal product teams to increase production efficiencies by up to 30% through tooling updates and scripts. • Reported and managed defects and user stories via Rally through to resolution. • Hosted client meetings and working sessions to resolve project issues. • Received three recognition awards for outstanding customer service on assigned projects.
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  • Pearson
    Item Development Associate
    Pearson Sep 2006 - Apr 2009
    Austin, Texas Area
    Delivered test items in online enterprise-level test delivery platform, including item creation and edits, art import, scoring data, publishing, and QA testing. Managed multiple, simultaneous project deadlines within my department to ensure timely deliverables.
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  • Fusion Learning Systems
    Contract Graphic Designer And Course Developer
    Fusion Learning Systems Mar 2006 - Jul 2006
    Austin, Tx
    Led graphic efforts in the development and revision of key Adobe Flash sales demos for Dell. Developer and primary editor of audio and visual content of Algebra, Geometry, and Trigonometry online courses for Texas Instruments built in Adobe Captivate. Maintained client micro-sites. Received recognition only given to employees for outstanding production work on the online tutorials.
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  • Real World It Training Ltd
    Video Production Assistant And Video Editor
    Real World It Training Ltd Jul 2005 - Nov 2005
    Dallas/Fort Worth Area
    Produced and edited video tutorials used in training software for QuickBooks using Adobe Premier Pro and studio production equipment.
  • Metasphere, Llc
    Multimedia Designer - Intern
    Metasphere, Llc Jul 2005 - Aug 2005
    Greater New Orleans Area
    Designed websites using CSS, HTML, and Fireworks. Created and coordinated vendor relations.
  • Chelsea Productions
    Contract Set Designer
    Chelsea Productions Apr 2005 - May 2005
    New Orleans, La
    Designed and constructed miniature sets for a Levi’s Jeans commercial. This commercial was part of an award-winning online advertising campaign.

Sarah Schuster Skills

Program Management Project Management Program Development Change Management Dependency Management Training Manage Client Relationships Solutions Design Strategic Planning Kanban User Experience Multimedia Content Strategy Web Project Management E Learning Content Management Learning Management Systems Client Presentation Xml Technical Writing Web Content Management Creative Direction Usability Lean Process Improvement

Sarah Schuster Education Details

Frequently Asked Questions about Sarah Schuster

What company does Sarah Schuster work for?

Sarah Schuster works for Gitlab

What is Sarah Schuster's role at the current company?

Sarah Schuster's current role is Customer Experience Strategy.

What is Sarah Schuster's email address?

Sarah Schuster's email address is sa****@****ice.com

What is Sarah Schuster's direct phone number?

Sarah Schuster's direct phone number is +151255*****

What schools did Sarah Schuster attend?

Sarah Schuster attended Louisiana State University, Louisiana State University.

What are some of Sarah Schuster's interests?

Sarah Schuster has interest in New Technology, Design, Project Management, Volunteering, Creative Work, Baking, Painting, Collaboration, Art/creative Direction.

What skills is Sarah Schuster known for?

Sarah Schuster has skills like Program Management, Project Management, Program Development, Change Management, Dependency Management, Training, Manage Client Relationships, Solutions Design, Strategic Planning, Kanban, User Experience, Multimedia.

Who are Sarah Schuster's colleagues?

Sarah Schuster's colleagues are Ana Desai, Omar Khizri, Stefani Elias, Nicolò Maria Mezzopera, Jay Montal, Lynde Meiers, Dan Ward.

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