Rachel Shields

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