I lead the Networking and Security Support Engineering teams for North America West. Supporting 6 managers and their frontline teams. Also serving as the Support Experience Owner for Redshift

I lead a team of Cloud Support Engineers responsible for supporting AWS Analytics services including Redshift, QuickSight, ElasticSearch and Kinesis.I am also the Support Experience Owner for Redshift, building partnerships to improve the experience of being a Redshift customer.

Charged with ensuring that our customers get the most value possible in their interaction with InsightSquared -- whether it be through support, their onboarding process, or the professional services we offer.We are about more than just solving technical problems: we're here to remove friction and add value to our customers' businesses at every step. I manage our implementation and support teams, and work cross-functionally with Sales and Product to ensure we are providing new and lasting value to customers.

Managed support team; owned technical customer support systems including Zendesk, PivotalTracker story tracking, email and phone customer interactions; maintain a 96% customer satisfaction rating. Managed personnel hiring process and execute training program for new hires.Co-led strategic shift of Customer Success department from reactive customer management to proactive customer success model. Responsibilities included cross-company project management, hiring strategy, skills gap analysis, budget and forecasting, metrics design and overhaul of implementation and account management processes.

Managed a 6-8 person support team spanning Support, customer Technical Health, and internal product expertise. Led strategic overhaul of product Knowledge Base, including managing development of technical documentation and standards.

Managed onboarding and technical implementation of BI software. Served as primary client contact and relationship owner for software and support issues. Interviewed clients to gather requirements for new product development.Served as intermediary between sales and engineering teams for product-related issues.Trained and led expansion of customer knowledge base, contributing written and video content.

+ Managed communications with 30,000 member network and Executive Committee, consisting of U.S. Senators, Fortune500 CEOs, and policy leaders + Led expansion of executive office; designed new onboarding and briefing practices+ Managed relations and meeting materials with Board of Directors+ Contributed content and design to program's Annual Report and various grant proposals+ Coordinated all aspects of press conferences with leaders of national issue campaign

+ Contributed policy content through writing, editing and research The Committee for a Responsible Federal Budget is a bipartisan, non-profit organization committed to educating the public about issues that have significant fiscal policy impact. The Committee is made up of some of the nation's leading budget experts.

Handled administrative office duties for Chief of Staff and heads of department Worked on travel team to prepare multiple locations and logistics for Vice President Biden Wrote memos and provided admin support for officials with key policymakers and donorsThe Office of the Vice President includes personnel who directly support or advise the Vice President of the United States.

Planned and led statewide outreach campaign on tax credits to address rural povertyPresented at State Rural Economic Summit on economic development strategies Recruited volunteers from financial services community to teach banking classesThe Walla Walla Asset Building Coalition coordinates projects aimed at improving the financial lives of the area's most vulnerable households. WWABC organizes financial education courses, engages with local community meetings and media outlets, and promotes interest in relevant public policy issues.