Harvard University

Customer Operations Manager at DataGrail

United States

- Created company-wide reporting / measurement of Customer Experience.
-  Built consensus and introduced product introduction criteria and Internal enablement processes for new  products and features.
-  Created technical product documentation for internal enablement
-  Managed creation and process to revise core datasets in conjunction with subject matter export and customers .
-  Created and owned advanced customer reporting that underlies internal customer success health and risk assessment metrics

DataGrail

Customer Operations Manager

- Built the Technical Success Team from the ground up, including sourcing and hiring 2 Technical Success Engineers and implementing Technical Support procedures and processes.
-  Lead global reporting and tracking of CX improvement with an emphasis on advanced customer reporting design, new product introduction criteria and enablement within CS.
-  Created and maintain technical product documentation to inform internal enablement.
-  Analyzed and reported inbound support data, supplying data to program and policy decisions.
-  Rolled out first customer-facing Help Center and self-serve content.

Manager, Technical Success

First TSE hire.  Supported pre/post sales and built out all playbooks and processes.

-  Created onboarding and support processes that reduced per-customer engineering work to onboard by 90%.
-  Created repeatable onboarding process deployed across hundreds customers.
-  Took ownership of existing customer support systems; evaluated replacements and managed transition to new support work processes and systems.
-  Worked interdepartmentally to create and support a triage workflow to readily address customer needs. Demonstrated success via Zendesk industry metrics, maintaining a first reply time of under 2 hours.
-  Ran tier one On Call Support and prioritization plus associated processes for enterprise product.
-  Created and maintained internal training resources.

Technical Solutions Engineer

- Drove the QA team in cross-departmental communication and testing optimizations
-  Supported performance testing in acceptance environments
-  Supported QA team members with individual and team milestones
-  Held Chapter Chair role and facilitated discussions around quality as a construct and how to maximize efforts internally and externally

StyleSeat

Lead QA Engineer

- Baked quality into the holistic feature rollout process across the company.
-  Organized and supported cross-company dogfooding efforts and training on acceptance environments.
-  Represented quality in feature planning, testing optimization and release strategy for all features.

Senior Quality Assurance Engineer

First QA Engineer. Created and maintained repeatable testing frameworks and processes.

-  Built the Quality Assurance Team from the ground up.
-  Created and managed bug tracking and prioritization, multi-environment testing processes, release management and cross departmental communication.
- Involved in feature planning, testing optimization and release strategy for all features.

Quality Assurance Engineer II

- Created an in-house Quality Assurance structure while providing testing support in an agile development environment with weekly releases.
-  Maintained software and data quality through the use of SQL, RubyonRails, and blackbox testing.
-  Developed bug investigation, triage and escalation processes

Node.io

Test Engineer

- Created case structures test plans based on the development, enhancement and maintenance of products.
-  Developed and managed Manual QA process for release cycles, working cross-functionally in an agile environment, providing end-to-end quality assurance.
-  Managed user testing sessions in line with major releases
-  Worked closely with all departments to develop clear product vision and customer satisfaction
-  Perform platform release and platform code integration support
-  Maintained test documentation and project planning
-  Familiar with various testing strategies including Black Box, UAT, functional, smoke, and sanity

ToutApp, Inc. (Acquired by Marketo, Inc.)

Quality Assurance Engineer

Research various mechanical and environmental structures in an effort to improve water, sanitation, and hygiene in the west African region of Agyementi, Ghana

Sarah Cirone