- Lead our professional services and launch team - Expand MRR by scoping and configured new functionality for our customers- Worked with 3rd party developers to expand Directly’s use for customers- Project manage the implementation of Directly for our enterprise customers- Spearheaded Directly’s app being added to the Salesforce Appexchange and Oracle Cloud Marketplace

- Configure Directly to integrate with other solutions including, Zendesk, Desk.com, Oracle Service Cloud, and Salesforce Service Cloud- Project manage the implementation of Directly working with prospect's development and IT teams- Manage the test of Directly that includes delivering a results presentation shows detailed metrics of our performance and aligning them with the prospect's business goals- Support the Sales team in addressing technical issues and help move prospects into a trial- 100% conversion rate from trial users to customers in 2016- Support our Customer Success team in a professional service capacity- Help scope custom apps to be developed in order to increase Directly ticket share- Mange updating customer's configuration and implementation of new features- Provide technical support including reproducing, troubleshooting, and logging bugs

- Created and delivered custom demos of Desk.com to prospects focusing on showing how our solution can achieve their specific business goals- Created process for Account Executives to engage with Sales Engineers that was designed to scale with our fast growing sales team- Created a Ruby script that leveraged the Desk.com API to populate data into demo accounts, filling a gap in our sales process in being able to show our reporting functionality- Support our mid-market and enterprise Account Executives working on our largest deals- Second member to join the Sales Engineering team- Mentored new members of the team

- Worked with customers to configure Desk.com to reach their business requirements- Managed the implementation then cutover to Desk.com- Formalized processes for managing new implementations- Created support documentation- Supported the sales team with demos and technical questions from prospects

- Technical Support via Phone, Email, and Social- Provided in-depth technical training and configuration to customers- Reproduced, troubleshoot, and logged bugs to be addressed by development- Helped prioritize bug and feature requests