Trisha Liu
Training Coordinator and Project Manager at Deep Instinct- Claim this Profile
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Bio
Melissa Cogswell
It was my sincere pleasure to call Trisha not just my colleague, but my teammate at Deep Instinct. Her organizational and project management skills are impeccable, but what made working with Trisha truly special is her willingness and ability to ask the right questions. While this may seem like a simple thing, it breaks down into three specific skills of hers that had an immeasurably positive impact on my team. Trisha is able to: 1. Understand the material being presented/discussed very quickly, and beyond being able to understand, she is able to truly processes it so that she can, 2. identify a problem or area of concern that directly impacts the work she and other members of her organization do, and then, 3.
Ferenc Mucsi
We had the chance to meet Trisha in a non-business situation prior to we were moved into the same team. The harmony recognized between her personal and professional self framed by consistency, humbleness, and caring attention really impressed me. It was my privilege to work with her in Cloudera’s Customer Advocate Program Management Team as despite the 8 hours time zone difference between us she was always there to let me reassess the most complex escalation inquiries from the right angle. Her strenuous and super creative issue resolution ideas gave me an effective pattern to handle the most tricky and stuck situations. While we have collaborated on various process improvement projects, I realized her exceptional method to build a crystal clear problem statement via carefully researching all the details and hidden risks of the projects. Due to Trisha’s clever questions and balanced attitude, it was always a flow experience to work with her, so it would be inspiring to me to cross each other’s path again.
Melissa Cogswell
It was my sincere pleasure to call Trisha not just my colleague, but my teammate at Deep Instinct. Her organizational and project management skills are impeccable, but what made working with Trisha truly special is her willingness and ability to ask the right questions. While this may seem like a simple thing, it breaks down into three specific skills of hers that had an immeasurably positive impact on my team. Trisha is able to: 1. Understand the material being presented/discussed very quickly, and beyond being able to understand, she is able to truly processes it so that she can, 2. identify a problem or area of concern that directly impacts the work she and other members of her organization do, and then, 3.
Ferenc Mucsi
We had the chance to meet Trisha in a non-business situation prior to we were moved into the same team. The harmony recognized between her personal and professional self framed by consistency, humbleness, and caring attention really impressed me. It was my privilege to work with her in Cloudera’s Customer Advocate Program Management Team as despite the 8 hours time zone difference between us she was always there to let me reassess the most complex escalation inquiries from the right angle. Her strenuous and super creative issue resolution ideas gave me an effective pattern to handle the most tricky and stuck situations. While we have collaborated on various process improvement projects, I realized her exceptional method to build a crystal clear problem statement via carefully researching all the details and hidden risks of the projects. Due to Trisha’s clever questions and balanced attitude, it was always a flow experience to work with her, so it would be inspiring to me to cross each other’s path again.
Melissa Cogswell
It was my sincere pleasure to call Trisha not just my colleague, but my teammate at Deep Instinct. Her organizational and project management skills are impeccable, but what made working with Trisha truly special is her willingness and ability to ask the right questions. While this may seem like a simple thing, it breaks down into three specific skills of hers that had an immeasurably positive impact on my team. Trisha is able to: 1. Understand the material being presented/discussed very quickly, and beyond being able to understand, she is able to truly processes it so that she can, 2. identify a problem or area of concern that directly impacts the work she and other members of her organization do, and then, 3.
Ferenc Mucsi
We had the chance to meet Trisha in a non-business situation prior to we were moved into the same team. The harmony recognized between her personal and professional self framed by consistency, humbleness, and caring attention really impressed me. It was my privilege to work with her in Cloudera’s Customer Advocate Program Management Team as despite the 8 hours time zone difference between us she was always there to let me reassess the most complex escalation inquiries from the right angle. Her strenuous and super creative issue resolution ideas gave me an effective pattern to handle the most tricky and stuck situations. While we have collaborated on various process improvement projects, I realized her exceptional method to build a crystal clear problem statement via carefully researching all the details and hidden risks of the projects. Due to Trisha’s clever questions and balanced attitude, it was always a flow experience to work with her, so it would be inspiring to me to cross each other’s path again.
Melissa Cogswell
It was my sincere pleasure to call Trisha not just my colleague, but my teammate at Deep Instinct. Her organizational and project management skills are impeccable, but what made working with Trisha truly special is her willingness and ability to ask the right questions. While this may seem like a simple thing, it breaks down into three specific skills of hers that had an immeasurably positive impact on my team. Trisha is able to: 1. Understand the material being presented/discussed very quickly, and beyond being able to understand, she is able to truly processes it so that she can, 2. identify a problem or area of concern that directly impacts the work she and other members of her organization do, and then, 3.
Ferenc Mucsi
We had the chance to meet Trisha in a non-business situation prior to we were moved into the same team. The harmony recognized between her personal and professional self framed by consistency, humbleness, and caring attention really impressed me. It was my privilege to work with her in Cloudera’s Customer Advocate Program Management Team as despite the 8 hours time zone difference between us she was always there to let me reassess the most complex escalation inquiries from the right angle. Her strenuous and super creative issue resolution ideas gave me an effective pattern to handle the most tricky and stuck situations. While we have collaborated on various process improvement projects, I realized her exceptional method to build a crystal clear problem statement via carefully researching all the details and hidden risks of the projects. Due to Trisha’s clever questions and balanced attitude, it was always a flow experience to work with her, so it would be inspiring to me to cross each other’s path again.
Experience
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Deep Instinct
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United States
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Computer and Network Security
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200 - 300 Employee
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Training Coordinator and Project Manager
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Mar 2022 - Jul 2023
Deep Instinct created the world’s first and only purpose-built, deep learning cybersecurity framework. This framework prevents ransomware and malware attacks, ensuring malicious actions never execute in your environment. I provided project management and LMS administrator support to the Technical Training team at Deep Instinct. Duties included: * Supported 3 Technical Training Managers to produce 3 external certification training programs and 1 internal sales enablement training… Show more Deep Instinct created the world’s first and only purpose-built, deep learning cybersecurity framework. This framework prevents ransomware and malware attacks, ensuring malicious actions never execute in your environment. I provided project management and LMS administrator support to the Technical Training team at Deep Instinct. Duties included: * Supported 3 Technical Training Managers to produce 3 external certification training programs and 1 internal sales enablement training series; training programs were refreshed twice yearly with each product release * Monitored, responded to, and resolved all certification inquiries, exam resets, and Learning Management System (LMS) issues via email, Slack, and live chat during instructor-led training (ILT) sessions * Evangelized and promoted certification programs and training team services to internal and external audiences * Performed Lead Administrator duties for LMS (Docebo), including publishing all courses, resolving access issues, and partnering with IT to implement workflows for new customer and partner segments * Implemented project management methodology to support publication of training programs. Disciplines include work breakdown structure; schedule estimates, tracking, and re-baselining; RACI assignment; risk and issues tracking; stakeholder and subject matter expert coordination; and regular cross-team communications to discuss dependencies, status, and accountability Show less Deep Instinct created the world’s first and only purpose-built, deep learning cybersecurity framework. This framework prevents ransomware and malware attacks, ensuring malicious actions never execute in your environment. I provided project management and LMS administrator support to the Technical Training team at Deep Instinct. Duties included: * Supported 3 Technical Training Managers to produce 3 external certification training programs and 1 internal sales enablement training… Show more Deep Instinct created the world’s first and only purpose-built, deep learning cybersecurity framework. This framework prevents ransomware and malware attacks, ensuring malicious actions never execute in your environment. I provided project management and LMS administrator support to the Technical Training team at Deep Instinct. Duties included: * Supported 3 Technical Training Managers to produce 3 external certification training programs and 1 internal sales enablement training series; training programs were refreshed twice yearly with each product release * Monitored, responded to, and resolved all certification inquiries, exam resets, and Learning Management System (LMS) issues via email, Slack, and live chat during instructor-led training (ILT) sessions * Evangelized and promoted certification programs and training team services to internal and external audiences * Performed Lead Administrator duties for LMS (Docebo), including publishing all courses, resolving access issues, and partnering with IT to implement workflows for new customer and partner segments * Implemented project management methodology to support publication of training programs. Disciplines include work breakdown structure; schedule estimates, tracking, and re-baselining; RACI assignment; risk and issues tracking; stakeholder and subject matter expert coordination; and regular cross-team communications to discuss dependencies, status, and accountability Show less
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Chili Piper
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United States
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Software Development
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100 - 200 Employee
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Customer Success Manager
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Nov 2021 - Feb 2022
If you think meeting scheduling and lead routing are mundane, you're right - when they're done manually. Chili Piper automates these processes to route leads automatically, enable instant scheduling, and free people from administrivia so they can focus on their actual work. At Chili Piper, I managed a portfolio of 60 customer accounts. Responsibilities included: * Product installation and configuration, including JavaScript placement and data flow validation through the customer's… Show more If you think meeting scheduling and lead routing are mundane, you're right - when they're done manually. Chili Piper automates these processes to route leads automatically, enable instant scheduling, and free people from administrivia so they can focus on their actual work. At Chili Piper, I managed a portfolio of 60 customer accounts. Responsibilities included: * Product installation and configuration, including JavaScript placement and data flow validation through the customer's technology stack - from customer's external website, to Chili Piper, to customer's CRM and calendaring systems * Administrator and end-user training * Solution scoping for new use cases * Partnership with assigned Account Managers to deliver quarterly business reviews and maintain strong customer relationships * Frontline technical support to assigned accounts. Topics ranged from how-to questions, data flow troubleshooting, user interface investigation, and issue replication for submittal to Support and Engineering Show less If you think meeting scheduling and lead routing are mundane, you're right - when they're done manually. Chili Piper automates these processes to route leads automatically, enable instant scheduling, and free people from administrivia so they can focus on their actual work. At Chili Piper, I managed a portfolio of 60 customer accounts. Responsibilities included: * Product installation and configuration, including JavaScript placement and data flow validation through the customer's… Show more If you think meeting scheduling and lead routing are mundane, you're right - when they're done manually. Chili Piper automates these processes to route leads automatically, enable instant scheduling, and free people from administrivia so they can focus on their actual work. At Chili Piper, I managed a portfolio of 60 customer accounts. Responsibilities included: * Product installation and configuration, including JavaScript placement and data flow validation through the customer's technology stack - from customer's external website, to Chili Piper, to customer's CRM and calendaring systems * Administrator and end-user training * Solution scoping for new use cases * Partnership with assigned Account Managers to deliver quarterly business reviews and maintain strong customer relationships * Frontline technical support to assigned accounts. Topics ranged from how-to questions, data flow troubleshooting, user interface investigation, and issue replication for submittal to Support and Engineering Show less
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Temporarily Retired
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2020 - 2021
Gone fishin'. Out to lunch. Away from keyboard. Enjoying the catio! Gone fishin'. Out to lunch. Away from keyboard. Enjoying the catio!
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Cloudera
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United States
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Software Development
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700 & Above Employee
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Customer Advocate Program Manager
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Jul 2016 - Feb 2020
Cloudera's mission is to help people get value from their data and use it to solve their most challenging business problems. Cloudera believes data can make what is impossible today, possible tomorrow. I managed Customer Advocate programs within Cloudera Support. Programs included: * Qualified lead routing for Professional Services engagements from Support to Sales * Customer Escalation Handling and Compliance. Performed compliance assessments, quality control, coaching, and… Show more Cloudera's mission is to help people get value from their data and use it to solve their most challenging business problems. Cloudera believes data can make what is impossible today, possible tomorrow. I managed Customer Advocate programs within Cloudera Support. Programs included: * Qualified lead routing for Professional Services engagements from Support to Sales * Customer Escalation Handling and Compliance. Performed compliance assessments, quality control, coaching, and reporting * Trainer: Customer Service Skills, also known as Soft Skills. Delivered 12-hour bootcamp and 1-hour trainings in-person in Cloudera's global Support offices * Program coordinator for Service Capability & Performance certification, an annual, third-party audit which benchmarked Cloudera's Service Delivery against industry standards Show less Cloudera's mission is to help people get value from their data and use it to solve their most challenging business problems. Cloudera believes data can make what is impossible today, possible tomorrow. I managed Customer Advocate programs within Cloudera Support. Programs included: * Qualified lead routing for Professional Services engagements from Support to Sales * Customer Escalation Handling and Compliance. Performed compliance assessments, quality control, coaching, and… Show more Cloudera's mission is to help people get value from their data and use it to solve their most challenging business problems. Cloudera believes data can make what is impossible today, possible tomorrow. I managed Customer Advocate programs within Cloudera Support. Programs included: * Qualified lead routing for Professional Services engagements from Support to Sales * Customer Escalation Handling and Compliance. Performed compliance assessments, quality control, coaching, and reporting * Trainer: Customer Service Skills, also known as Soft Skills. Delivered 12-hour bootcamp and 1-hour trainings in-person in Cloudera's global Support offices * Program coordinator for Service Capability & Performance certification, an annual, third-party audit which benchmarked Cloudera's Service Delivery against industry standards Show less
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Geolitica (formerly PredPol)
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United States
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Software Development
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1 - 100 Employee
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Customer Support Manager
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Sep 2015 - Jun 2016
PredPol helps law enforcement agencies reduce and prevent crime by providing predictive analytics and reporting. Customers use PredPol to make better decisions, allocate officers, and manage resources more effectively. Responsibilities included: * Technical support intake, triage, and initial troubleshooting * Workload prioritization for Support Engineers * Bug testing and reporting * Wrote and published technical documentation and how-to videos for product features PredPol helps law enforcement agencies reduce and prevent crime by providing predictive analytics and reporting. Customers use PredPol to make better decisions, allocate officers, and manage resources more effectively. Responsibilities included: * Technical support intake, triage, and initial troubleshooting * Workload prioritization for Support Engineers * Bug testing and reporting * Wrote and published technical documentation and how-to videos for product features
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Selfie
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Home Sweet Home
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Sabbatical
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2014 - 2015
Call it a gap year, extended vacation, or temporary retirement. I fulfilled my wish to live life as a kitty cat and learned some things about myself along the way. The biggest surprise was trying Zentangle and discovering I have an artist inside! My most cherished gift was all the heart-to-hearts and quality time with my husband. Call it a gap year, extended vacation, or temporary retirement. I fulfilled my wish to live life as a kitty cat and learned some things about myself along the way. The biggest surprise was trying Zentangle and discovering I have an artist inside! My most cherished gift was all the heart-to-hearts and quality time with my husband.
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Google
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United States
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Software Development
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700 & Above Employee
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Global Partner Community Manager
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Aug 2013 - May 2014
Google Enterprise helps businesses, government and educational institutions "go Google" by offering enterprise-class versions of the consumer products we know and love - Gmail, Google Apps, Google Maps, Chrome, Search - along with cloud services, reliable infrastructure, and enterprise support. Customers who have complex system integrations, data migration, or would like deployment services may choose to work with a Google Enterprise Partner. I managed the Partner enablement online… Show more Google Enterprise helps businesses, government and educational institutions "go Google" by offering enterprise-class versions of the consumer products we know and love - Gmail, Google Apps, Google Maps, Chrome, Search - along with cloud services, reliable infrastructure, and enterprise support. Customers who have complex system integrations, data migration, or would like deployment services may choose to work with a Google Enterprise Partner. I managed the Partner enablement online communities at Google Enterprise. Show less Google Enterprise helps businesses, government and educational institutions "go Google" by offering enterprise-class versions of the consumer products we know and love - Gmail, Google Apps, Google Maps, Chrome, Search - along with cloud services, reliable infrastructure, and enterprise support. Customers who have complex system integrations, data migration, or would like deployment services may choose to work with a Google Enterprise Partner. I managed the Partner enablement online… Show more Google Enterprise helps businesses, government and educational institutions "go Google" by offering enterprise-class versions of the consumer products we know and love - Gmail, Google Apps, Google Maps, Chrome, Search - along with cloud services, reliable infrastructure, and enterprise support. Customers who have complex system integrations, data migration, or would like deployment services may choose to work with a Google Enterprise Partner. I managed the Partner enablement online communities at Google Enterprise. Show less
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FactorLab
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Silicon Valley, CA
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Customer Success Manager
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Feb 2013 - Aug 2013
FactorLab enables improved individual, team, and business performance by simplifying behavior change and supporting adoption of good work habits. Responsibilities included product demos, product configuration and deployment, training delivery, technology adoption assessment, and front-line support. FactorLab enables improved individual, team, and business performance by simplifying behavior change and supporting adoption of good work habits. Responsibilities included product demos, product configuration and deployment, training delivery, technology adoption assessment, and front-line support.
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Hewlett Packard Enterprise
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Enterprise Community Manager
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Dec 2010 - Jan 2013
Enterprise Community Manager for customer-facing and employee online communities. Expanded the Protect 724 customer community to serve HP Enterprise Security Products and respective customers. Advised HP Software and other HP business units on community design and community management principles.
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Enterprise Community Manager
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Jun 2009 - Dec 2010
Enterprise Community Manager for Protect 724, the ArcSight customer community, and iROCK, the ArcSight employee community. Responsible for the overall health, growth, and maintenance of both communities. A typical day included driving adoption and engagement campaigns, training end users, mentoring space owners, managing content, advising and executing on site design, and administering Jive Software system settings.
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Customer Advocate
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Feb 2007 - Jun 2009
Responsible for first line response and triage of Technical Support inquiries via phone, web, and email. Escalation management for internal and external customers, ensuring customer satisfaction and success. Supervised product delivery including license key generation and software access.
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Tour Coordinator and Reservationist
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2006 - 2006
Reserved all aspects of group travel, including: flights, hotels, restaurants, security, exhibits, and tour guides. Responsible for confirmation calls to all reservation locations two days prior to event date. Assisted clients in creating room lists, bus rosters and special event planning requests. Reserved all aspects of group travel, including: flights, hotels, restaurants, security, exhibits, and tour guides. Responsible for confirmation calls to all reservation locations two days prior to event date. Assisted clients in creating room lists, bus rosters and special event planning requests.
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NetLine
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United States
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Advertising Services
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1 - 100 Employee
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Client Services Manager
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2003 - 2005
Business-to-business marketing organization providing technology, best practices, and real-time reporting to track and manage lead generation programs. Client Services Manager, eMarketing and Marketing Automation Division. Manage and execute all aspects of email campaigns and lead generation tracking. Support marketing database programs, liaising between clients and engineering team. * Review and advise clients on optimizing email campaign messages to increase rates of… Show more Business-to-business marketing organization providing technology, best practices, and real-time reporting to track and manage lead generation programs. Client Services Manager, eMarketing and Marketing Automation Division. Manage and execute all aspects of email campaigns and lead generation tracking. Support marketing database programs, liaising between clients and engineering team. * Review and advise clients on optimizing email campaign messages to increase rates of open, click through, and lead generation * Set up, send, and track email campaigns using UNIX and web-based tools * Analyze and report on post-campaign statistics, and offer strategies for increased performance * Field and investigate database product issues; train clients on product usage and new features Show less Business-to-business marketing organization providing technology, best practices, and real-time reporting to track and manage lead generation programs. Client Services Manager, eMarketing and Marketing Automation Division. Manage and execute all aspects of email campaigns and lead generation tracking. Support marketing database programs, liaising between clients and engineering team. * Review and advise clients on optimizing email campaign messages to increase rates of… Show more Business-to-business marketing organization providing technology, best practices, and real-time reporting to track and manage lead generation programs. Client Services Manager, eMarketing and Marketing Automation Division. Manage and execute all aspects of email campaigns and lead generation tracking. Support marketing database programs, liaising between clients and engineering team. * Review and advise clients on optimizing email campaign messages to increase rates of open, click through, and lead generation * Set up, send, and track email campaigns using UNIX and web-based tools * Analyze and report on post-campaign statistics, and offer strategies for increased performance * Field and investigate database product issues; train clients on product usage and new features Show less
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Customer Relations Director
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2002 - 2003
Family-owned candle manufacturer specializing in soy products, lead-free materials, and specialty stenciled images. Customer Relations Director. Created, tested, implemented, and refined customer relationship programs, including shipment follow-up calls and product exchange offers. Expanded telemarketing program to build relationships and increase market share. Also researched, applied to, and exhibited products at industry trade shows. Family-owned candle manufacturer specializing in soy products, lead-free materials, and specialty stenciled images. Customer Relations Director. Created, tested, implemented, and refined customer relationship programs, including shipment follow-up calls and product exchange offers. Expanded telemarketing program to build relationships and increase market share. Also researched, applied to, and exhibited products at industry trade shows.
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Marketing Consultant
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2002 - 2003
Author of educational articles for external company newsletters, marketing copy, online product documentation, feature specifications, and testing scripts for GUI software products. Copy editor, reviewer, and advisor for existing marketing and sales collateral. Skilled in conducting interviews, compiling and synthesizing information from multiple sources, and managing revisions and approvals. Author of educational articles for external company newsletters, marketing copy, online product documentation, feature specifications, and testing scripts for GUI software products. Copy editor, reviewer, and advisor for existing marketing and sales collateral. Skilled in conducting interviews, compiling and synthesizing information from multiple sources, and managing revisions and approvals.
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Sun Microsystems
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Advocate
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2000 - 2002
Established and maintained an online dialog between Sun's Java marketing and development groups and their worldwide customer base via the java.sun.com Web site. * Championed customer needs and requirements for high traffic Web site and embodied "Voice of the Customer" to influence Web site design improvements * Conducted usability studies to learn customer usage patterns and identify areas for improvement; wrote user tasks and scenarios * Tracked and reported Web site traffic and… Show more Established and maintained an online dialog between Sun's Java marketing and development groups and their worldwide customer base via the java.sun.com Web site. * Championed customer needs and requirements for high traffic Web site and embodied "Voice of the Customer" to influence Web site design improvements * Conducted usability studies to learn customer usage patterns and identify areas for improvement; wrote user tasks and scenarios * Tracked and reported Web site traffic and written customer comments * Organized and led department all-hands meetings: Set agendas; presented usability methods, results, and progress reports; facilitated constructive discussion; and kept meetings focused and on time * Designed and maintained internal Web sites for software development projects
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Marketing Services Manager
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1997 - 2000
Created and managed marketing collateral, Web content, and retail packaging for three of Sun's software product lines: Java software, Consumer and Embedded software, and Forte Tools.
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Quality Assurance Specialist
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1997 - 1997
Directed product testing, bug tracking, and software builds. Also recommended new features and enhancements, and created design mock-ups.
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Documentation Manager/Technical Writer
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1995 - 1997
Created, maintained, and produced product manuals and on-line help for two flagship software products, while continuing to perform office management and product promotion duties. Authored online help and documentation, including all feature descriptions and instructions. Developed training manuals, to be used to train the trainers.
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Office Manager & Product Promotion Assistant
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1995 - 1997
Managed office operations, product inventory, and purchasing. Also sold software over the phone, wrote marketing materials, and worked at trade show appearances. Eighth employee hired.
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Stanford University
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United States
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Higher Education
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700 & Above Employee
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Buyer's Assistant
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1994 - 1995
Hansen Experimental Physics Lab Responsible for general office management, processing purchase requisitions from engineers, and researching and supplying additional documentation on parts and suppliers, for the Gravity Probe B program, a relativity gyroscope experiment developed by NASA and Stanford University. Gravity Probe B launched on April 20, 2004. Hansen Experimental Physics Lab Responsible for general office management, processing purchase requisitions from engineers, and researching and supplying additional documentation on parts and suppliers, for the Gravity Probe B program, a relativity gyroscope experiment developed by NASA and Stanford University. Gravity Probe B launched on April 20, 2004.
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Education
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Stanford University
BA, Sociology
