Amber Lee
Customer/Sales Engineering | Product Management | Team Building & Leadership | GTM Strategy | Ex-Rapid7 | Ex-runZero/Rumble | Cybersecurity/AI/Transportation | MBA | LGBTQI+ 🏳️🌈
Google
ex-CyCognitoMy entire career has been centered around customer experience.
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I've been a Senior Technical Trainer, a Support Manager, a Customer Success Engineer, a Product Manager and now a Sales Engineer - and in every role I have been successful by putting the cutomer first, and advocating for them to make the product I support and my organization even better. A few of my career highlights include: • Met 100% or higher for all quarterly sales goals within the Google sales program. • Drove 200% growth in revenue growth within the entry-level licensing segment by designing packaging and SKU set at runZero. • Achieved a 20% increase in pass program revenue through the release of the first digital pass fulfillment project in March 2022 by building an app for pre-purchasing passes and diversifying product offerings to meet evolving customer needs at the Massachusetts Bay Transportation Authority. • Directed the rollout and administration of Pendo to establish platform analytics and a digital adoption experience for existing and potential customers, leading to a 30% increase in the adoption of the CyCognito platform. • Launched a core integration suite of four products within 90 days while surpassing the initial roadmap estimate of six months at CyCognito
GTM Index
- GOOGLEJOB
- Specialist Customer Eng -…1Y 10M
Specialist Customer Engineer - Anti Fraud Architecture
Google
- CYCOGNITOJOB
- Customer Success Team Lead…4M
Customer Success Team Lead, North America
CyCognito
Continue in all duties listed for Senior Customer Success Manager in addition to managing the United States CS team, operations, and escalations.
- Senior Customer Success Mgr9M
Senior Customer Success Manager
CyCognito
● Provided exceptional customer and partner experiences through comprehensive onboarding, training, technical guidance, and support. ● Delivered expert advisory services and best practices to ensure optimal product utilization and problem resolution. ● Served as a subject matter expert (SME) for complex escalations, providing timely and effective solutions. ● Facilitated effective communication across all levels, from practitioners to C-suite executives. ● Conducted onboarding and technical training sessions to enhance customer knowledge and skills. ●Maintained a deep understanding of market trends and conducted thorough research to identify emerging opportunities and challenges. Accompli…
- Product Mgr1Y 4M
Product Manager
CyCognito
Oversaw the search logic and language, API, and automation to ensure efficient management and enhancement of the user experience. Administered customer relations and feedback programs to foster a collaborative environment and drive continuous improvement. Developed and defined customer persona to enhance targeted marketing strategies. Acquired US-based customer insights and feedback while facilitating customer interactions with products. Identified key aspects of the product by tracking user behavior to enable informed decision-making for marketing strategies and product improvements. Highlights of accomplishments in this role include: • Launched a core integration suite of four products wi…
- RUNSYBILJOB
- Product and GTM Consultant3M
Product and GTM Consultant
RunSybil
Reporting to the Founding CEO leading strategy around company structure and GTM strategy. Responsibilities include: ● Roadmap planning and strategy ● Market and industry research ● Establish product value propositions ● User stories and journeys ● Design partner program selection management ● Vendor research, selection, and negotiation ● recruit, motivate, and mentor to success Accomplishments include: ● Established desired market and product fit ● Ran successful customer research program to define MVP ● Negotiated profitable industry partnerships
- RUMBLE,JOB
- Dir of Product Management1Y
Director of Product Management
Rumble, Inc.
Position eliminated in reduction of staff. Spearheaded the establishment of foundational processes and procedures, as well as the creation of budgets, documents, and overall scope in a startup environment. Assisted in introducing new products in the market during the trial phase by steering the pricing strategy, crafting SKUs, facilitating design and development sessions, and building a roadmap while adeptly managing vendor relationships, selections, and negotiations. Controlled a vendor budget of $50K with a focus on strategic allocation of resources. Highlights of accomplishments in this role include: • Drove a 200% surge in revenue growth within the entry-level licensing segment by desi…
- MBTAJOB
- Product Mgr - Institutiona…1Y 6M
Product Manager - Institutional Pass Programs
MBTA
Administered and refined the operations of a key legacy revenue center at the MBTA while proactively preparing for the migration to the Next Stage Fare Transformation Solution. Applied findings from platform analytics and user insights to enhance and outline the roadmap in alignment with user expectations and the evolving trends in the market. Programmed and managed the team to increase operational efficiency and adapt to emerging technologies. Highlights of accomplishments in this role include: • Achieved a 20% increase in pass program revenue through the release of the first digital pass fulfillment project in March 2022 by building an app for pre-purchasing passes and diversifying produc…
- NEXTHINKJOB
- Service Delivery Mgr1Y 4M
Service Delivery Manager
Nexthink
Led a team of engineers in Spain indirectly within the dynamic landscape of an IT Automation-focused start-up in the US. Coordinated daily operations, including team coordination, role clarity, and various administrative tasks, such as task assignments, work streams, and scheduling. Provided crucial statistics and feedback for roadmap planning by collaborating with engineering and product teams. Highlights of accomplishments in this role include: • Established and managed effective cybersecurity use cases to safeguard against a variety of cyber threats and vulnerabilities, encompassing phishing, credential dumping, and browser hijacking. • Enabled the proactive prevention and mitigation of…
- OPĀQJOB
- Dir, Customer and Partner…1Y 9M
Director, Customer and Partner Success
OPĀQ
Acquired by Fortinet Undertook a diverse range of responsibilities, including customer-facing support, product implementation, sales, and engineering support. Delivered top-tier onboarding, training, and support services to facilitate the success of customers and partners. Developed comprehensive training programs for company partners responsible for product sales on behalf of the organization. Highlights of accomplishments in this role include: • Designed and deployed an on-demand and ILT training and certification program for partners post-acquisition, resulting in enhanced partner engagement and performance by 40%. • Offered valuable support for 25 customers, which led to the successful…
- ALIENVAULTJOB
- Technical Course Developer1Y
Technical Course Developer
AlienVault
Spearheaded the development and implementation of educational course plans in a dynamic environment. Played a vital role in creating technical training materials and creating real-time scenarios in cloud-based lab environments to address data breaches and security challenges. Identified and resolved missing links and bugs during the software development phase. Highlights of accomplishments in this role include: • Maintained and enhanced existing technical training materials while establishing on-demand and ILT courses and labs. • Attained course effectiveness by identifying and addressing specific skill gaps to maximize learning outcomes for students. • Conducted training sessions for instr…
- RAPID7JOB
- Senior Customer Success Su…2Y 1M
Senior Customer Success Support Engineer
Rapid7
Interacted with customers to understand requirements and present tailored solutions to fulfill specific needs through product demonstrations. Integrated customer feedback into product development and enhancement processes in collaboration with cross-functional teams. Worked closely with the renewals team to deliver impactful techno demos on overlooked product features. Highlights of accomplishments in this role include: • Cultivated positive business relationships to attract new customers, resulting in expansion of the customer base. • Improved customer satisfaction by building an optimized process for prioritizing customer requests and detecting bugs. • Steered customer retention efforts…
- Job: Google — Specialist Customer Engineer - Anti Fraud Architecture · 2024-12 – present · 1y 8mo
- Job: CyCognito — Customer Success Team Lead, North America · 2024-08 – 2024-12 · 4 mo — Continue in all duties listed for Senior Customer Success Manager in addition to managing the United States CS team, operations, and escalations.
- Job: CyCognito — Senior Customer Success Manager · 2023-12 – 2024-09 · 9 mo — ● Provided exceptional customer and partner experiences through comprehensive onboarding, training, technical guidance, and support. ● Delivered expert advisory services and best practices to ensure optimal product utilization and problem resolution. ● Served as a subject matter expert (SME) for complex escalations, providing timely and effective solutions. ● Facilitated effective communication across all levels, from practitioners to C-suite executives. ● Conducted onboarding and technical training sessions to enhance customer knowledge and skills. ●Maintained a deep understanding of market trends and conducted thorough research to identify emerging opportunities and challenges. Accompli…
- Job: RunSybil — Product and GTM Consultant · 2023-08 – 2023-11 · 3 mo — Reporting to the Founding CEO leading strategy around company structure and GTM strategy. Responsibilities include: ● Roadmap planning and strategy ● Market and industry research ● Establish product value propositions ● User stories and journeys ● Design partner program selection management ● Vendor research, selection, and negotiation ● recruit, motivate, and mentor to success Accomplishments include: ● Established desired market and product fit ● Ran successful customer research program to define MVP ● Negotiated profitable industry partnerships
- Job: Rumble, Inc. — Director of Product Management · 2022-08 – 2023-08 · 1y — Position eliminated in reduction of staff. Spearheaded the establishment of foundational processes and procedures, as well as the creation of budgets, documents, and overall scope in a startup environment. Assisted in introducing new products in the market during the trial phase by steering the pricing strategy, crafting SKUs, facilitating design and development sessions, and building a roadmap while adeptly managing vendor relationships, selections, and negotiations. Controlled a vendor budget of $50K with a focus on strategic allocation of resources. Highlights of accomplishments in this role include: • Drove a 200% surge in revenue growth within the entry-level licensing segment by desi…
- Job: MBTA — Product Manager - Institutional Pass Programs · 2021-10 – 2023-04 · 1y 6mo — Administered and refined the operations of a key legacy revenue center at the MBTA while proactively preparing for the migration to the Next Stage Fare Transformation Solution. Applied findings from platform analytics and user insights to enhance and outline the roadmap in alignment with user expectations and the evolving trends in the market. Programmed and managed the team to increase operational efficiency and adapt to emerging technologies. Highlights of accomplishments in this role include: • Achieved a 20% increase in pass program revenue through the release of the first digital pass fulfillment project in March 2022 by building an app for pre-purchasing passes and diversifying produc…
- Job: CyCognito — Product Manager · 2020-05 – 2021-09 · 1y 4mo — Oversaw the search logic and language, API, and automation to ensure efficient management and enhancement of the user experience. Administered customer relations and feedback programs to foster a collaborative environment and drive continuous improvement. Developed and defined customer persona to enhance targeted marketing strategies. Acquired US-based customer insights and feedback while facilitating customer interactions with products. Identified key aspects of the product by tracking user behavior to enable informed decision-making for marketing strategies and product improvements. Highlights of accomplishments in this role include: • Launched a core integration suite of four products wi…
- Job: Nexthink — Service Delivery Manager · 2019-01 – 2020-05 · 1y 4mo — Led a team of engineers in Spain indirectly within the dynamic landscape of an IT Automation-focused start-up in the US. Coordinated daily operations, including team coordination, role clarity, and various administrative tasks, such as task assignments, work streams, and scheduling. Provided crucial statistics and feedback for roadmap planning by collaborating with engineering and product teams. Highlights of accomplishments in this role include: • Established and managed effective cybersecurity use cases to safeguard against a variety of cyber threats and vulnerabilities, encompassing phishing, credential dumping, and browser hijacking. • Enabled the proactive prevention and mitigation of…
- Job: OPĀQ — Director, Customer and Partner Success · 2017-04 – 2019-01 · 1y 9mo — Acquired by Fortinet Undertook a diverse range of responsibilities, including customer-facing support, product implementation, sales, and engineering support. Delivered top-tier onboarding, training, and support services to facilitate the success of customers and partners. Developed comprehensive training programs for company partners responsible for product sales on behalf of the organization. Highlights of accomplishments in this role include: • Designed and deployed an on-demand and ILT training and certification program for partners post-acquisition, resulting in enhanced partner engagement and performance by 40%. • Offered valuable support for 25 customers, which led to the successful…
- Job: AlienVault — Technical Course Developer · 2016-04 – 2017-04 · 1y — Spearheaded the development and implementation of educational course plans in a dynamic environment. Played a vital role in creating technical training materials and creating real-time scenarios in cloud-based lab environments to address data breaches and security challenges. Identified and resolved missing links and bugs during the software development phase. Highlights of accomplishments in this role include: • Maintained and enhanced existing technical training materials while establishing on-demand and ILT courses and labs. • Attained course effectiveness by identifying and addressing specific skill gaps to maximize learning outcomes for students. • Conducted training sessions for instr…
- Job: Rapid7 — Senior Customer Success Support Engineer · 2014-03 – 2016-04 · 2y 1mo — Interacted with customers to understand requirements and present tailored solutions to fulfill specific needs through product demonstrations. Integrated customer feedback into product development and enhancement processes in collaboration with cross-functional teams. Worked closely with the renewals team to deliver impactful techno demos on overlooked product features. Highlights of accomplishments in this role include: • Cultivated positive business relationships to attract new customers, resulting in expansion of the customer base. • Improved customer satisfaction by building an optimized process for prioritizing customer requests and detecting bugs. • Steered customer retention efforts…
- School: Questrom School of Business, Boston University — Master of Business Administration - MBA
- School: Bay Path University — Bachelor’s Degree, Criminal Justice
Skills
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