Kissimmee, Florida, United States
I have a passion for technology and learning new things. That passion extends to sharing my knowledge with others, be it customers or co-workers. At every job I’ve had, I quickly became that go-to person that always has or finds the answer. My joy in sharing my skills and knowledge with others has lead me to incorporate teaching, both formal and informal, in every role I've had. I excel when I have a job to do that requires focus and attention to detail, because I will notice every little tree and bush, while not losing sight of the forest.
Promoted to Senior Customer Success Manager, responsible for: • Currently focused on supporting Atlassian for Startups - https://www.atlassian.com/software/startups • Proactively managing customer accounts to help ensure adoption and success with Atlassian Solutions • Act as trusted advisor for both customers and internal colleagues • Mentor newer CSMs on the team • Develop new engagement strategies and playbooks • Share customer feedback with other Atlassian teams - act as customer champion and advocate
Support Atlassian customers with their adoption and usage of Jira Software, Jira Service Management, Confluence and Trello. This includes: • Proactive outreach based on customer usage • Sharing of product and process best practices • Updates on new product features • Act as advocate for customer within Atlassian
Proactively support Jira Align Enterprise customers to ensure their success with the platform and their scaled agile processes. Serve as the voice of the customer within Atlassian and bring feedback to the Jira Align team around enhancements and overall customer experience. Responsible for monitoring customer health and creating success plans to promote value for my customers.
Responsible for identifying key contacts within my accounts and proactively reaching out to ensure their success with both Pivotal Tracker and agile methodologies. With the goal of building customer relationships, I support customers through: • Web demonstrations • New User webinars • Customer Q&A sessions • Onboarding new teams and customers In addition, I researched and implemented the tools used for customer success. I frequently collaborate with the support, development and marketing teams to ensure the best experience possible for Tracker customers.
Tasked with the goal of improving subscription renewal rates, I worked with customers to onboard new teams, led agile process discussions (including SCRUM, Kanban and hybrid methodologies) and provided web demonstrations of the Rally platform. Above and Beyond activities: • Mentored new team members • Taught new hire boot camp sessions on Rally and agile methodologies • Became a Subject Matter Expert (SME) for Rally Quality Manager and the Excel plug-in
Supported technical sales activities from identifying a solution, to web demos and tool evaluations through final implementation questions. Responded to RFIs and RFPs and implemented a virtual proof-of-technology process for leading virtual online events. Taught boot camp sessions for incoming telesales reps, mentored new team members on best practices and tooling.
Solved technical support cases via phone, WebEx, and email; escalation engineer for difficult, high priority issues, mentored junior team members, delivered technical tool training to support engineers, delivered Soft Skills training to Boulder support site, reviewed and published tech notes, acted as liaison between testing business unit, development, technical support, and the customer. Promoted to Team Lead in 2002.
Provided pre-sales technical support via phone, email and web demonstrations, taught internal classes on Rational solutions and software development best practices to new sales reps.
Created test plans, developed automated test scripts, implemented defect-tracking system, wrote procedures and work instructions in accordance with Cyborg's ISO 9001 and TickIT certifications.