About

Work Experience

• Product Specialist, Instructure

  Jan, 2024 - Present

  Acted as a subject matter expert within the Center of Excellence, providing comprehensive
  technical expertise and guidance to prospects and customers throughout the entire customer
  lifecycle, including pre-sales, post-sales, renewal, and cross-sell/upsell activities.

  Played a pivotal role in driving sales and customer success by serving as a point of contact for
  key customers, building and maintaining strong relationships, and actively participating in short-term engagements to support expansion and adoption. Additionally, collaborated closely with the sales team, offering product knowledge, sales materials, and strategic insights to achieve revenue targets.

  Demonstrated in-depth understanding of the products and services within the assigned category, staying updated on the latest updates, features, and industry trends. Contributed to strategic planning by providing insights and recommendations based on customer feedback and market trends, actively participating in go-to-market planning, product bundling strategy, and cross-functional collaboration with internal teams.

• Technical Customer Success Manager, Instructure

  May, 2021 - Dec, 20232 years 7 months

  I fostered and nurtured technical relationships while managing a designated portfolio of Enterprise Premier accounts. As a technical leader, I successfully addressed intricate challenges involving diagnosis, escalation, regression testing, and performance oversight. My commitment to cultivating an in-depth product expertise allowed me to deliver top-tier technical guidance and assistance.

  Collaborating seamlessly with both internal and external stakeholders, including C-level executives, I played a key role in driving issue resolution and escalation. As a customer advocate, I bridged the gap between customers and Instructure, representing their perspectives across diverse departments.

  My collaboration with Customer Success Managers led to identifying opportunities for upselling and expansion within assigned accounts. Additionally, I took the initiative to develop internal tools that streamlined the daily operations of Customer Success Managers, enhancing overall efficiency.

• Customer Success Manager, Instructure

  Apr, 2020 - May, 20211 year 1 month

  In my role, I adeptly managed the renewal process for a specific region of Instructure's customers, specifically the North Central region. I established and cultivated relationships of trust with campus leadership within universities and companies across the region.

  I developed and executed strategies to elevate customer satisfaction and bolster logo retention, enhancing the overall customer experience. Furthermore, I actively contributed to the establishment of a global community space aimed at harmonizing operations across NORAM, EMEA, LATAM, and APAC teams.

  Leading quarterly webinars, I extended valuable training and networking opportunities for Canvas administrators, promoting continuous learning and engagement. I also spearheaded the creation of an encompassing internal training program, effectively onboarded new team members, and facilitated their seamless integration.

  Leveraging tools such as Tableau, I crafted and presented executive business review presentations to senior leadership and Canvas administrators. These presentations drove increased adoption among faculty and students, identified opportunities for enhancement in the upcoming year, and highlighted potential upsell and add-on opportunities.

  Collaborating across departments, I played an integral role in identifying and implementing innovative ways to deliver exceptional customer experiences at scale. Notably, I contributed to enhancing the cohort onboarding and implementation process for new customers, underscoring our commitment to delivering lasting value.

• Adoption Consultant, Instructure

  Nov, 2019 - Apr, 20205 months

  I have been instrumental in championing the widespread adoption and seamless implementation of the Canvas Learning Management System (LMS) at OCPS. My role has entailed dynamic coaching, targeted training, and motivational guidance for K12 school and district stakeholders, effectively empowering them with comprehensive Canvas insights.

  Collaborating synergistically with coaches and members of the implementation team, I've driven efforts to amplify Canvas utilization. My focus has been on forging meaningful bridges between pedagogy and technology, enriching the educational experience.

  A significant aspect of my role involves crafting tailored training materials, help documents, course resources, and engaging presentations uniquely tailored to the specific needs of schools and districts.

  Harnessing the power of data, I've identified pivotal areas requiring additional training, coaching, or support. I've been privileged to conduct customized professional development workshops tailored to the unique requirements of each school district.

  A vigilant progress monitor, I've consistently championed achievements and facilitated success at both the school and district levels. I've dedicated myself to assisting teachers in drawing vital connections between Canvas utilization and the implementation of instructional best practices.

• Assistant Director of eLearning, Lake-Sumter State College

  May, 2019 - Nov, 20196 months

  Responsible for leading the centralized, college-wide instructional design processes, focusing on fostering quality learning that promotes academic excellence and student success. Supervises a team of instructional and multimedia designers. Supports and advances all academic disciplines and educational support areas, providing expertise and assistance in the field of instructional design. Responsible for the planning, operation, administration and control of the adopted quality assurance processes, to include ADA compliance. Responsible for supervising faculty development related to eLearning products, and supporting all faculty, students, and staff by providing self-help guides, videos and on-demand training materials. Provides coordination and support for initiatives and programs for quality online and hybrid teaching and learning including Online Teaching & Learning faculty development courses; adopted quality assurance processes; online and hybrid curriculum development and instructional design; strategic planning; and the implementation and evaluation of online/hybrid initiatives. The incumbent also assists the eLearning director with institutional strategic planning tasks related to eLearning.

• eLearning Instructional Technology Manager, Lake Sumter State College

  Aug, 2016 - Nov, 20193 years 3 months

  Responsible for managing academic affairs’ educational technology access, service and user interface with courseware on classroom instructional units and open labs in collaboration with IT. Also responsible for the oversight of authorized education publisher products – including specific learning management system content, open source, freeware, and cloud applications which are accessed on college open labs and classrooms for academic affairs and student services. Additionally Responsible for faculty training in eLearning.

• eLearning Technology Coordinator, Lake Sumter State College

  Jul, 2015 - Jul, 20161 year

  Serves as lead of a team providing assistance in the planning, development, and coordination of education technology for faculty, staff and students. Primary responsibilities include coordinating systems administration for eLearning systems (including BlackBoard & Collaborate), organizing the production, creation and delivery of professional development content related to distance learning and educational technology for faculty and staff via web, Internet, digital media and other emerging delivery. Leads audiovisual and mobile computer equipment services, maintenance, and trouble shoots technology college-wide. Coordinator with PC technology support, desktop publishing, and training of faculty in the creation of classroom instructional material.

• eLearning Tech, Lake Sumter State College

  Jan, 2012 - Jun, 20153 years 5 months

  Serves as part of a team providing assistance in the planning, development, and coordination of
  education technology for faculty, staff and students. Primary responsibilities include systems
  administration for eLearning systems (including BlackBoard & Collaborate), the production,
  creation and delivery of professional development content related to distance learning and
  educational technology for faculty and staff via web, Internet, digital media and other emerging
  delivery. Manages audiovisual and mobile computer equipment services, maintenance, and
  trouble shoots technology college-wide. Assists with PC technology support, desktop publishing,
  and training of faculty in the creation of classroom instructional material. Responsible for
  demonstrating LSCC’s core value of Service Excellence; respect, competence, responsiveness,
  and collaboration, in all interactions.

Skills

Education