Suzanne Vaughan

Experience

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  ON Technology

  May 1997 - Dec 1999

  Solutions and Escalations Engineer

  Web Inspector and Message Inspector were content filtering software for Internet and email usage. Elron Firewall was a layer 7 software solution also providing NAT and VPN. Both provided rich reporting and real-time alerting. - Pre-sales and post-sales technical and sales support for all customers and sales teams.- Evaluated complex network topology, business needs and liabilities to recommend network placement and guide on-premise installation. - Resolved escalations for Web and Message Inspector. Show less

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  Keynote Systems (acquired by Dynatrace)

  Dec 1999 - Mar 2003

  Senior Sales Engineer

  Field Sales Engineer (2002 – 2003)- Designed monitoring and load testing solutions for accounts including Office Depot, American Airlines, Home Depot, Radio Shack, CNN, The Weather Channel.- Provided hands-on customer training and managed customer success and growth.Manager, Inside Sales Engineers (1999-2002)- Managed Inside SE group (6).- Provided technical pre-sales, post-sales support and data analysis.- Authored and delivered 4-day technical training for field sales engineers. Show less

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  Family

  Apr 2003 - Jan 2004

  Caregiver

  Caregiver for a family member with Dementia.

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  Netli, Inc. (Acquired by Akamai 2007)

  Feb 2004 - Mar 2007

  Senior Solutions Engineer

  - Designed and delivered on-demand application acceleration solutions for customers including Verizon, HP, Dell, Morgan Stanley, Thomson Reuters, Northern Trust.- Partnered with Verizon to deliver channel offering and train Verizon sales teams.- Led security reviews with expert-level knowledge of Netli’s SSL key management system.

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  Akamai

  Apr 2007 - Mar 2012

  Senior Partner Product Manager and Product Specialist

  Partner Product Manager for major strategic alliance deals and joint product initiatives where main responsibilities were redesigning ordering and billing systems, collaborating with engineering at Akamai and partners to integrate services, reviewing contracts, creating and delivering partner sales trainings:- Terra Cloud Catalyst reseller program with Rackspace as its first reseller.- IBM Websphere Application Accelerator for hybrid networks. - Presented at IBM Edge conferences two years in a row.Senior Product Specialist - Application Acceleration- Led migration of 100 Netli customers to Akamai ahead of schedule with no failures.- Expert-level resource for training, testing, sales, consulting and escalations for Akamai Web, IP and API accelerator services. Show less

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  Sabbatical

  Apr 2012 - Oct 2012

  Divemaster

  - Through hard word and frugal decisions was able to take time off to achieve a longtime goal of getting my divemaster certification.- Adapted, connected and calmed divers at their most vulnerable and fearful.- Sharpened my ability to listen with eyes, gestures and resonance underwater, which has sharpened my ability to listen and understand.

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  Suzanne M. Vaughan

  Mar 2013 - now

  Executive and Leadership Coach

  I help people on their transformation journey to maximize the quality of life and work. My training and certification as a Professional Co-Active Coach, Leadership Graduate, Somatic Experiencing and IFS practitioner informs my unique approach and empowers my clients to step into their full power. I've coached founders, CEOs, managers, individual contributors and entrepreneurs. Assisting in over 500 hours of training has contributed to honing my skills and expertise. - Clients include SAP, Babson College, Entrepreneurs, Managers, C-Level Executives, Board Members and philanthropists.- Help professionals identify what's important, unlock creativity, improve communication and reduce conflict, leading to trusted relationships. Show less

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  Avention

  May 2013 - Feb 2014

  Senior Data Consultant

  - Designed custom integrated solution to compile, deliver and visualize data in GE's internal sales business systems, increasing efficiency and reducing bad data. - Supported integration with CRMs such as SalesForce and NetSuite.- Product managed internal tool to enable complex quotes and queries to SQL database.

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  Aha! Labs Inc.

  Mar 2014 - Feb 2016

  Senior Director, Customer Success (Employee #1)

  Aha! Is a roadmapping Software-as-a-Service with no sales team. Customer Success is responsible for demos, training, user adoption, training, onboarding new hires, support, consulting, revenue, retention and renewals. I was an individual contributor while growing the CS team, infrastructure and processes to support the customer facing side of the business. - Expanded global CS team from 1 (me) to 6, supporting 30k+ users. - Implemented “Succession Development” program to enhance professional growth.- Developed company-wide onboarding training. - Grew ARR from $70K to $10+ Million in 2 years. - Achieved 62.5% single demo to paid customer conversion rate.- Strategic, trusted advisor to companies including Cisco, Wiley, Blackbaud, Wal-Mart.- Created Enterprise + tier and Concierge service blueprint to support enterprise customers. - Developed consultative customer onboarding reinforcing value and trust.- 99% solve rate & < 2 hour global average response time w/62% solved in 1st reply.- Cross-functional collaborator, customer advocate and strategist.- Supported customer integrations such as JIRA, Salesforce, Okta, Trello.- Advised on setting up Aha! with Agile, Kanban, Scrum methodologies.Replaced Zoho with proprietary CRM that was completed in 3 months enabling us to: - Integrate with Zendesk, Google Analytics and Recurly - Monitor Customer Health and Satisfaction.- Reduce churn by 30% through proactive strategies.- Identify support docs/video needs to increase efficiency of finite resources.- Link support tickets to features to influence bug fixes and enhancements.- Process a large library of Customer Success Stories to reduce sales cycle length. Show less

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  Suzanne Vaughan

  Mar 2017 - now

  Trauma Healing Guide & Psychedelic Integration Coach

  I combine two powerful healing modalities - Somatic Experiencing and IFS - to guide you to release the trauma energy that keeps you trapped. trauma isn't the event(s) but rather what happens inside when those events occur. Resolving trauma means no longer being hijacked by triggers, fear, anger, addictions, etc. Psychedelics are another powerful door into deep healing and growth. They are actively being studied for their effectiveness in resolving PTSD, depression, anxiety and more. Decriminalization and legalization is spreading throughout the United States because leaders are recognizing that they are beneficial to community. Indigenous communities have been using them with reverence for thousands of years (and so did Western ancestors).I help people prepare for and then integrate their experiences so that they can deepen their healing, awareness and achieve permanent and positive transformation. Show less