Experience

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  Fastly

  • United States
  • Software Development
  • 700 & Above Employee

  • Senior Manager, CX Program Management

    • Oct 2020 - Present

    - Acted as a self-sufficient Senior Manager of Fastly’s distributed Customer Experience PMO team (CX PMO), prioritizing programs and resources, balancing complexity and scope of projects with resource workload and capability- Managed risks and predictively generated planned solutions.- Partnered with the Security Solutions Engineering team and Edge Solutions Engineering teams to improve onboarding processes and manage customer delivery of customized complex internet solutions.- Coordinated delivery of large live streaming video events such as the Super Bowl (4 years), U.S. Elections, Cyber 5 (4 years) and various other events with NetOps, TechOps, Mission Control, Cloud Engineers, and Account Management.- Built the CX PMO team from three to nine Program Managers who oversee technical onboarding of customers onto Fastly’s Content Delivery Network and Security platforms.- Oversaw the complex onboarding of strategic Enterprise clientS.- Created comprehensive Smartsheets dashboard to surface project and team metrics; mined Salesforce for additional metrics such as pipeline data

  • Manager, Customer Success PMO

    • Jul 2019 - Oct 2020

    - Formalized standard CX PMO processes for customer onboardings, product releases, service implementations and other internal programs.- Ensured a steady stream of revenue by driving time to value (TTV) average to under the organizational target of 100 days.- Surfaced team accomplishments and metrics to executives.- Held 1 on 1s, team meetings and team building efforts which resulted in employee engagement of over 9.8 out of 10 -- the highest employee engagement score in Client Services.- Trained Sales, Sales Engineers and Account Managers on how to work with the CX PMO to drive customer satisfaction, effective onboarding projects, and smooth handovers to Support and Cloud Engineers.- Managed interfaces with Product and Engineering on go-to-market launches of new products, ensuring that Client Service functions received documentation, demonstrations, training and support workflows for new products prior to release.- Influenced Product on design for supportability decisions; approved Product Requirements Documents (PRDs).

  • Program Manager, Client Services

    • May 2018 - Jul 2019

    - Responsible for managing seven to twelve concurrent customer onboardings to the Fastly platform. - As one of the first two Program Managers in the CX PMO, developed templates for project plans, checklists, and other process aids.- Wrote and trained others on CX PMO processes and clarified expectations.- Documented product runbooks for Platform TLS and Subscriber Provided Prefix (Bring Your Own IP), including process diagrams.

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  Advanced Systems Group

  • Manager Service Delivery

    • Feb 2017 - May 2018

    - Oversaw an average portfolio of 30-45 engineering service projects for an Information Technology Value Added Reseller (VAR) and consulting services firm.- Managed a team of five highly certified engineers performing complex Enterprise consulting and data center assessments with both tactical and strategic outcomes. Engagements provided technology and process roadmaps for Enterprise businesses in various industry verticals.-Coordinated multi-disciplinary team to produce professional, comprehensive customer-facing deliverables. -Scoped future engagements in the pre-sales cycle-Tracked profitability and outcomes.

  • Project Manager

    • Feb 2013 - Feb 2017

    Project Management and Consulting Services Sales Support. Oversees consulting services engagements to ensure quality, timely fulfillment of project commitments. Coordinates multi-disciplinary team to produce professional, comprehensive customer-facing technical deliverables, sales proposals and marketing pieces. Assesses both customer and internal processes and makes improvement recommendations

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  Advanced Systems Group (ASG)

  • Greater Denver Area

  • Marketing Technical Writer

    • Jun 2007 - Feb 2013
    • Greater Denver Area

    Develop and manage technical solution proposals for a dynamic IT reseller and Consulting Services organization. Assist with marketing campaigns, web site development, collateral production and presentations. Partner with VP of Engineering Services to design processes and promotional materials for the Consulting Services group.

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  Protoflex

  • Englewood, CO

  • Marketing and Technical Communications

    • 2005 - 2007
    • Englewood, CO

    Managed business planning and marketing strategies for a thin film technology startup.

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  Agilent Technologies

  • Loveland, CO

  • Process Architect

    • 1999 - 2003
    • Loveland, CO

    Managed the product development life cycle, associated processes, and their implementation. Implemented and supported process change initiatives throughout the organization. Managed, designed, and implemented internal process improvement and quality initiatives across five internationally distributed businesses. Facilitated project status checkpoints and management review sessions; conducted quality revies of life-cycle deliverables prior to checkpoints. Performed evaluation, gap analysis, design and implementation of process revisions for ISO 9001:200 compliance across Manufacturing Test Business Unit (MTBU) Product Development. Achieved ISO 9001:2000 certification for MTBU product development functions during initial external audit, with no corrective action required.

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  HP

  • Loveland, CO

  • Learning Products Developer

    • 1997 - 1999
    • Loveland, CO

    Designed and developed integrated online help systems, electronic and paper documentation, graphical learning aids, and web-based and classroom training.

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  Zoa Techmedia

  • Greater Denver Area

  • Consultant

    • 1995 - 1997
    • Greater Denver Area

    Developed award-winning electronic and print documentation solutions for clients in the software and communications industries