Experience

• 

  Classlink

  Sept 2018 - now

  As a Partner Solutions Engineer at ClassLink, my role centers around fostering and enhancing partnerships with educational institutions and third-party vendors. Leveraging my extensive experience in the ed-tech industry, I am responsible for promoting the adoption of ClassLink's innovative solutions, including ClassLink Roster Server and LaunchPad.Key Responsibilities:Relationship Building: Cultivate lasting relationships with partners, serving as a trusted advisor and offering tailored solutions to meet their specific needs.Technical Expertise: Utilize my deep knowledge of SSO, identity management, and access control technologies to advise and support partners.Product Mastery: Acquire in-depth understanding of ClassLink's product suite, ensuring partners are well-informed about our features and technical capabilities.Sales Support: Deliver compelling product demonstrations and presentations, enhancing partner engagement and driving sales opportunities.Collaboration: Work closely with product management and engineering teams, providing insights from partners to guide product development and innovation.Partner Onboarding & Support: Offer comprehensive support, including onboarding, training, and troubleshooting to ensure partner success.Market Awareness: Stay abreast of industry trends and competitor offerings, ensuring ClassLink remains at the forefront of edtech advancements.In this role, I am dedicated to not only growing ClassLink's partner network but also ensuring that our solutions make a meaningful impact on the lives of students, educators, and administrators globally. My efforts are focused on securing new integration opportunities, enhancing product development, and ensuring a high level of partner satisfaction. Show less In this leadership role, I direct and oversee the support operations for ClassLink’s vast product portfolio. My remit includes developing and implementing operations-related plans, budgets, and policies that impact our 2000+ strong customer base, thereby driving a significant uplift in customer satisfaction and responsiveness. My role also requires me to ensure our technical support teams remain proficient with our products through ongoing training and the implementation of efficient processes. This strategic focus led to an increase in customer support experience ratings. I work closely with our regional Customer Success organization, handling high-priority escalations and positively impacting 500+ strategic customers. I also recruit, hire, train, and lead a high-performance team of 20+ operational and technical support resources. Show less As a Senior Product Support Specialist and Team Lead, I headed a team of 10+ Tier 2 specialists supporting the company’s portfolio of IAM and SSO products. I applied my extensive experience working in an Agile development environment, driving a 15% uplift in team productivity. In my capacity as a subject matter expert of interoperability standards, I was responsible for onboarding 50+ clients and vendors. A key achievement during this period was increasing the performance of the team; through hiring top talent, and leading strategically, I drove a 30% increase in team performance. Show less As a Tier 1 Product Support Specialist, I was responsible for providing technical support for ClassLink’s suite of IAM and SSO products to 500+ clients. This included resolving issues via phone, email, and remote access. I collaborated closely with the development team, using JIRA to enhance product functionality, resulting in a 20% improvement in the resolution of technical issues. I also provided internal support to 10+ Tier-1 personnel, assisting with client escalations and product-related inquiries. Show less

  • Partner Solutions Engineer

    Jan 2024 - now

  • Manager, Product Support

    Jan 2023 - Jan 2024

  • Tier 3 Product Engineer

    Aug 2021 - Jan 2023

  • Tier 2 Product Support Specialist

    Sept 2020 - Aug 2021

  • Tier 1 Product Support Specialist

    Sept 2018 - Sept 2020