Led team responsible for the success of uncovered (digitally covered) enterprise customers.Our vision ensured the long-term success of each customer by delivering a fully digital,automated customer experience via our Digital TAM (Technical Account Manager) initiative.• Programs & initiatives focused on shorter time to value, accelerated first expansion, reducedchurn, and increased NRR (net revenue retention).• Guided Onboarding program resulted in 91% of customers going live with product inless that three (3) months with an average time to go live of 1.1 months.

Created alignment across the business utilizing customer journey maps; managing ourcontent and digital delivery strategy to support the execution of low touch/high success on-boarding, training, user adoption, support and renewal motions.• Set strategy and led buildout of Digital Customer Success Manager initiative. The DCSM isresponsible for the automated, digital, online management of roughly 15,000 customers.• Led the definition, design, and implementation of Gainsight for the entire CSS organization.

Managed both the Advisory Services and Product Support teams.* Responsible for $2.7M ARR and 150+ customers accounts.* Built Customer Journey framework and corresponding processes, including QBRs, customer engagement steps, improved support resolution process, and new SLA; leading to an accelerated time to value for customers.* Created Customer Success Plan framework resulting in process to grade customers across six dimensions; leading to the formation of success plans for each customer.

Product Manager within Puppet’s Enterprise Group responsible for new features and improvements to Puppet’s flagship product, Puppet Enterprise (PE).• Led team to design and develop new navigation within the PE Console, released in May, 2017.• Partnering with UX, identified customer pain points in adopting PE. Currently defining solution to be developed and released in the second half of 2017.• Working with UX and Engineering to build out highly anticipated PE features to be released in the second half of 2017.

Partner Enablement team leader responsible for recruiting, qualifying, signing, and managing service delivery partners (SDPs) and authorized training partners (ATPs) globally.• Designed and developed new enablement program for SDPs resulting in 90% of all new consultants being fully qualified for work within 90 days.• Grew available global SDPs 158% in less than two quarters.• Grew percentage of delivered services by SDPs to 46%, from 13%.

Education Department team leader responsible for both department strategy and direction as well as personnel development. Department experienced incredible growth over this two year period, including 30+ new courses added to the portfolio, 6,000 students taught, and $6M in revenue.• Set strategy and portfolio direction for new course development and course maintenance. Nine new virtual courses and 20 new self-paced courses added to the portfolio.• Grew student attendance in public and private training classes 70% over two year period.• Led team to deliver over $3.2M in public training revenue.

Influential member of the Education Department, primarily responsible for content development for Instructor-led courses and online, self-paced courses.• Course Owner for Instructor-led courses. I manage the development and maintenance for all three courses that Puppet Labs delivers.• Project Owner for the Puppet Labs Workshop (LMS). Responsibilities include course roadmap development, course creation, and ongoing maintenance.• Team Contributor with varied responsibilities, including but not limited to: mentor to junior Instructional Designers, team representative in cross department capacity, web content manager for Education, certified proctor for Certification exams.

Led and supported all education efforts (internal & external) for OCHIN.• Designed, developed, & delivered effective learning modules & tools to support the continued learning of OCHIN members & staff.• Set strategy and implemented forward facing solutions for OCHIN’s Learning Management System (LMS).• Created interactive e-learning modules, using tools such as AdobeCaptivate, to create a broad diversity of learning solutions for OCHIN’smembers.• Used proven quality improvement principles to evaluate current learningsolutions, revising and updating those areas of need.• Applied principles of adult learning theory, group dynamics, group facilitation, and change management to day-to-day practice and course delivery.• Designed and implemented style guides and versioning control for all Education and Training materials.

Founder, Director, and Project Manager of a UK registered non-profit specializing in projects related to community development with a major focus on integrated communication strategies including web development and social media.- Coordinated marketing strategies, typically through the use of social media, for small businesses.- Created websites from conception to completion, often incorporating a content management system, for individuals and small businesses.- Trained clients to update and maintain their own websites.- Directed social media projects for clients as it related to theircommunication and marketing needs.- Developed and taught specialized training courses for clients.

Responsible for developing and teaching IT courses. Courses taught during my tenure included both client/server and mainframe (legacy) topics.- Developed new and updated existing course material to fit needs of students.- Taught courses both in classroom setting and online (e-learning).- Course included: HTML, CSS, XML, UNIX, JCL, DB2, Cobol, FileAid, Syncsort.- Focused on the success of my students by providing after hours support and training.

Responsible for the supervision and maintenance of legacy based billingsystem. · Provided real-time support ensuring the successful completion of monthly billing cycles. · Supervised on-call team to effectively manage continued support for customers.