Leveraging 9+ years hands-on experience in DocuSign customer support, deep knowledge of our core product, and innate understanding of both support tooling and customer needs to develop and improve upon both internal and external facing administration applications.

Core product specialist, internal mentor, ultimate escalation point, and cross-department liaison between global customer success & support and product & engineering.▪ Triage and resolve complex product issues and incidents▪ Escalation path for Tier 3 for technical product questions, issues and guidance▪ Partner with product management and vendors as subject matter expert in multiple core features▪ Deep dive into core code base to uncover root cause of bugs and pinpoint code fixes for engineering▪ Ongoing development work for the internal admin console and other support tools▪ Data capture around support’s largest pain points, identifying gaps in support tooling and processes to solution improvementsto internal and external customer experience▪ Partner with engineering, product, and support peers to define business case and drive prioritization of related projects▪ Create and maintain technical knowledge content and internal tool guides▪ Build advanced technical troubleshooting skills through hands-on, internal trainings and 1:1 mentorship▪ Enable career development as sole technical interviewer and assessment owner

Dedicated product guidance and enterprise support contact for top 50 MRR accounts• Troubleshoot complex product/platform issues from the web app to deep API integrations• Primary escalation path, advocate, and technical liaison between customer and internal teams• Maintain knowledge of customer workflows to ensure expedited resolution when issues aris • Identify, reproduce and file bugs while working closely with the customer to develop any viable workarounds• Work in tandem with multiple teams to ensure continued customer success and adoption of the product• Manage customer reporting needs• Champion customer requested enhancements to Product Management teams• Communicate weekly customer updates in regards to product release cycles reports on cases, trends, and common issues which could benefit or impact the customer• Identify and relay up-sell upsell opportunities and new use case scenarios to Account Executives

● Provide technical support via email, chat, and phone● Initial contact upon signup and training on key features● Assistance with customers’ transition from existing appointment books to Full Slate● Log and track customer feature requests● Front-end software testing prior to new version releases

● Sole marketing, sales and support contact for the recording gear brand, Chameleon Labs● Provide technical support to end-users and resolve repair issues● Track and document support cases to increase customer service efficiency● Create and manage quality control practices● Develop and implement marketing strategies and sales promotions to hit sales goals● Design marketing collateral for print, online, and email channels● Develop and deploy monthly email newsletters using HTML & CSS styles● Update web content to optimize search rankings (both SEO & SEM)● Manage and monitor social media channels to track brand perception● Optimize product catalog for print and web● Compose and coordinate press releases for new products● Attend and present at trade shows as needed

● Engineer voice recording sessions for the RPG title, Pirates of the Burning Sea. ● Edit, sweeten, and export audio content for implementation. ● Create sound designs for combat animations. ● Implement resulting content using proprietary audio engine.

● Assist warehouse manager with daily warehouse operations from picking and packing to shipping and receiving. ● Process sales orders and returns. ● Interview and train new employees.

● Mobile field recording of interviews and necessary audio documentation at investment forums and other high-end events. ● Edit and mix resulting audio content for implementation into state-of-the-art portable media devices and web applications.

● Complete work orders in the duplication department from initial request to packing and shipping. ● CD, DVD, and cassette duplication. ● Transfer of DAT recordings to digital audio format.