• Explorer's (President's) Club Winner - Achieved a significant milestone by leading the SE team to surpass their annual quota during the inaugural year of 2023-2024• Partner with Directors at Grammarly to improve a task management workflow to ensure customer retention and issue tracking• Collaborate with product and engineering teams to improve product roadmap and make it enterprise-ready• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards• Define metrics for successful customer onboarding, time allocation and OKRs to provide our Chief Customer Officer• Oversee the most prominent deals and coach SE's through the implementation process for Grammarly Business and EDU

• 2023 Top SE Winner of the Year - Recognized for being the most valuable & impactful team member• Managed a team of 6 direct reports while simultaneously fulfilling individual contributor duties, including becoming the SME on all Grammarly products and working with top enterprise customers.• Became the lead SE joining POCs that required complex, technical consulting.• Built processes, defined goals/OKRs, and collaborated with the product and engineering teams to fix and build new features.• Collaborated with multiple support teams to build an internal escalation process.• Conducted training sessions for Solutions Engineering and other internal teams to ensure proper knowledge sharing.

• Grammarly's first Solutions Engineer for Grammarly Business and EDU• Drive the discovery process, uncovering customer's current pains and align to their business objectives• Serve as a technical expert in providing detailed specifications for proposed solutions: InfoSec, SSO, central deployment, VDI, and API integration• Prepare and deliver high-impact presentations and demonstrations for technical onboarding• Act as a liaison between Product, Marketing and Sales, sharing customer feedback to help craft the product roadmap• Build the initial structure, tools, and processes needed to scale Customer Success and support repeatable growth for an emerging, rapidly-growing product line

• Act as Technical Lead for strategic customers to assist in figuring out business needs• Successful implementations of enterprise customers with 40,000+ employees; Goldman Sachs• Obtain an understanding of the customer’s technical systems, current pain points, and vision for the future, identifying configurations with Reflektive that solve key performance management problems and drive increased business value• Drive product innovation through translating customer needs into recommendations/insights for Reflektive's Product team• Assist customers integrate with Reflektive's API endpoints as the first point of contact

• Served the Customer Operations team as a Product SME• Triaged and handled a high volume of technical customer tickets, and acted as an escalation point for more complex issues• Coordinated with cross-functional teams to provide product engineering, development, management and customer success• Maintained complete documentations for all product related activities

PROJECT HIGHLIGHTS• Provide guidance and project management of the department’s focus on creating its own custom-made document management system.• Present new software development at Team OMTI Conference and The National Court Reporters Association (NCRA) Convention.• Announce and deploy new SaaS for OMTI products. DUTIES• Provide project plans for creating, enhancing and deploying new products, services, features and functions • Consistently deliver business results by analyzing user feedback and work closely with development team, guiding them on implementations of future updates• Increased client base by 25% by ensuring high-quality user experiences for end users by working closely with UX/UI designer and development teams on workflows• Establish industry standard compliance by reducing bugs and flaws by assisting engineering throughput and accuracy• Driving product adoption and expansion through understandingthe customer’s current (and future) business workflow

DUTIES• Traveled to customer’s office to consult and understand business workflow for software implementations• Provided technical expertise to customers experiencing hardware and software integrations• Translated customer business needs into product strategy and technology requirements to obtain customer satisfaction• Coordinated implementation plans, prioritized tasks and supported other teams in identifying and troubleshooting technical problems

• Demonstrated product functionality accurately and completely at client offices• Ensured products met or exceeded client expectations• Took ownership of revenue generation, developed new opportunities, managed pipeline, created and executed account strategies, closed enterprise-level deals and managed customer expansion of enterprise security solutions• Controlled and owned full sales cycle from prospect, lead, opportunity to closing business

DUTIES• Created tutorials to help end-users and employees use a variety of applications• Supervised support team and product implementations for over 1,000 clients nationwide• Worked with internal teams to obtain an in-depth understanding of the product and the documentation requirements• Wrote easy-to-understand user interface text, developer guides and online help

DUTIES• Installed and configured computer hardware, software and database engines• Prepared product and service reports by collecting and analyzing customer information • Resolved complex problems by clarifying the customer's complaint• Managed SQL Server databases through multiple product lifecycle environments