Rachel Shields

Rachel Shields

Satellite Communications Technician

Followers of Rachel Shields579 followers
location of Rachel ShieldsAustin, Texas, United States

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  • Timeline

  • About me

    Global Communications Architect for Customer Enablement | Generative AI | CS Ops | SaaS

  • Education

    • St. Edward's University

      2011 - 2015
      Bachelor’s Degree Organizational Communication
    • St.Edward's University

      2018 -
      Master of Science - MS Leadership and Change

      15 credit hours completed. Veterans benefits did not cover the entire program, so I made the decision to not incur any more debt at the time.

    • The University of Texas at Austin

      1995 - 1997
      Psychology/Pre-med
  • Experience

    • United States Air Force

      Apr 1998 - Mar 2003
      Satellite Communications Technician
    • United States Air Force

      Sept 2003 - Mar 2007
      • Network Applications Manager

        Jan 2005 - Mar 2007
      • Network Operations Manager

        Sept 2003 - Dec 2005
    • Rackspace

      Feb 2007 - May 2010
      Customer Success Manager II

      • Main point of contact for client concerns regarding their infrastructure (e.g., datacenter migrations and hardware upgrade implementations)• Cross-functional coordination to resolve any customer issues/escalations • Build and maintain client relationships • Streamline daily operations/processes

    • Volusion

      May 2010 - Jun 2011
      Onboarding Coach

      • Helped define the Onboarding Coach role and responsibilities• Trained new merchants on usage of software to help them successfully launch their ecommerce businesses

    • Convio

      Feb 2012 - May 2012
      Customer Success Manager

      ***Convio acquired by Blackbaud

    • Blackbaud

      May 2012 - now

      • Lead communications strategy and deliverables for multiple global, customer-impacting projects• Create/implement targeted customer-facing communication utilizing Gainsight and/or Marketo• Collaborate with internal stakeholders on cross-functional projects that vary from small process improvements to large company-wide operational change management• Copy, graphics, and content editor for customer newsletters, customer success spotlights, and strategic messaging to ensure consistency with company branding and Customer Success voice• Steward and project manage impromptu, escalated communication requests• Customer Success story program manager• Create content calendar and content generation strategy Show less

      • Communications, Principal

        Nov 2021 - now
      • Communications, Senior

        Jul 2014 - Nov 2021
      • Senior Customer Success Manager

        Apr 2013 - Jun 2014
      • Customer Success Manager

        May 2012 - Apr 2013
  • Licenses & Certifications

  • Volunteer Experience

    • Volunteer

      Issued by Austin Animal Center
      Austin Animal CenterAssociated with Rachel Shields