Brad Hamilton Email & Phone Number

Durham, NC, US

Folsom, CA, US

San Francisco, California, US

• 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.
• 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.

San Francisco, CA, US

• 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.
• 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.

Portland, Washington, US

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.

Minneapolis, Minnesota, US

• 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.

Minneapolis, Minnesota, US

• 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%.

Minneapolis, Minnesota, US

• 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.
• 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.

Minneapolis, Minnesota, US

• 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.

Portland, OR, US

• 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.

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.

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.

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.