Professional summary

Results-oriented leader with a very strong technical background and 15+ years of experience in customer and partner education, and training. Expert in learning and development space, including many AI tools. Skilled in technical enablement of customers, MSPs, and other partners. Has a proven track record of increasing customer and partner success rate by 40% by providing the best training. A problem-solver and leader who is result-oriented and has a strong focus on achieving success for the organization. Employment history

ILLUMIO SENIOR MANAGER, TECHNICAL TRAINING AND SUCCESS Sunnyvale, CA Jul, 2022 - Nov, 2023

Managed customer and partner product and training needs Worked with Managed Service Providers

Provided technical product demos

Identified and implemented innovative approaches to training delivery, such as utilizing virtual reality or interactive simulations, and AI tools to enhance the learning experience Developed and implemented a comprehensive training program Facilitated learning programs for individuals in various roles Worked on KPI and CSAT initiatives

Managed a team responsible for delivering training worldwide Technical enablement of customers and partners

Designed the complete certification platform

Revamped and launched new product training programs Created training docs, certification standards, and testing materials Increased training revenue

Launched the self-paced training portal

Developed learning groups and instructor-led sessions Successfully trained thousands of individuals

Worked with cross-functional teams to increase product knowledge and training revenue Developed and implemented strategies to improve customer and partner technical training programs, resulting in increased customer satisfaction and partner success. Identified areas of improvement in the training programs and developed strategies to address them Collaborated with product management and engineering teams to gather feedback on training programs and make necessary updates to ensure alignment with the product roadmap and new feature releases. Link to the Illumio's Learning & Training Platform Rachna Ralhan

Senior Manager, Customer & Partner Training and Success San Jose, 95120

408-***-****

ad2gbb@r.postjobfree.com

Employment history

ILLUMIO MANAGER, TECHNICAL TRAINING AND SUCCESS Sunnyvale, CA Jan, 2021 - Jul, 2022

Managed customer product and training needs

Delivered product demos

Grew the MSP platform

Managed a team responsible for delivering training worldwide Technical enablement of customers and partners

Revamped and launched new product training programs Created customer training docs, certification standards, and testing materials Increased the team revenue by 50%

Collaborated with customers and partners to provide them with the best product training Provided consistent feedback to the product team and the marketing team on product features Developed and executed a comprehensive technical training curriculum for customers and partners, ensuring they have the knowledge and skills to effectively use our products and solutions. ILLUMIO CYBERSECURITY: INSTRUCTIONAL DESIGNER/ CONTENT DEVELOPER SUNNYVALE, CA Mar, 2019 - Jan, 2021

Successfully designed and launched Self-paced training programs. Developed product technical training courses using Camtasia, Adobe Captivate, and various editing tools. Managed independent content creators and service providers. Led product training boot camps for employees, partners, and customers. Collaborated with subject matter experts to gather content for cybersecurity training programs. Created engaging and interactive training materials to enhance the learning experience of cybersecurity training programs.

UDACITY BLOCKCHAIN CONTENT DEVELOPER & INSTRUCTOR MT VIEW, CA Oct, 2018 - Mar, 2019

Created content for the Blockchain Nanodegree program Taught Blockchain on Udacity’s Learning Management System Developed on-camera content

Designed a complete Front End and a Back End on BlockChain for a Crowdfunding Website to raise money on Blockchain

Conducted research to stay up to date with the latest developments and trends in the blockchain industry to ensure the content created is relevant and cutting-edge. Identified opportunities to integrate blockchain technology into various industries and applications Link to the Udacity's Blockchain program taught

Employment history

RACHNA'S WELLNESS CENTER SENIOR DIRECTOR SUNNYVALE, CA Apr, 2006 - Mar, 2019

Managed training and sales

Increased customer success through various initiatives Constantly worked on increasing KPI and CSAT

Managed nutritional training and fitness training platforms Successfully launched a commercial product line

Developed marketing programs through AM radio, event participation, and online. Increased revenue by 50% within 2 years

Decreased customer churn rate by 80%

Responsible for increasing revenue and customer success Developed strategies to improve customer satisfaction and engagement, resulting in higher retention rates. DATA I/O SENIOR SYSTEMS ENGINEER SAN JOSE, CA

Feb, 2000 - Feb, 2004

• Acted as liaison between Atmel & Data I/O

• HW embedded programming for all Atmel Logic devices

• Extensive HW/SW debugging for NPI and existing products Collaborate with cross-functional teams to identify and implement improvements to existing products and processes

DATA I/O @ ATMEL SENIOR SYSTEMS ENGINEER San Jose, CA Nov, 1997 - Feb, 2000

• Acted as liaison between Atmel & Data I/O

• HW embedded programming for all Atmel Logic devices

• Extensive HW/SW debugging for NPI and existing products Lead cross-functional teams to ensure successful collaboration and communication between Atmel and Data I/O

Education

Ethereum and Solidity Developer’s Program Online Jun, 2018

Full Stack Programming Course Online

Jan, 2018

Masters of Engineering, Business and Software Management Santa Clara University Santa Clara, CA Jun, 2003

Bachelors of Electrical Engineering University of Washington May, 1997

Skills

Results-oriented leader (Expert) People manager (Expert) Technical background (Expert) Customer satisfaction (Expert) Retention (Expert) Growth (Expert)

Product management (Expert) Customer and partner success & education

(Expert)

Technical enablement (Expert) Cybersecurity (Skillful) Sales (Expert) Documentation (Expert)

Training needs (Expert) Certification & curriculum development (Expert) Delivery of customer training programs (Expert) Customer Success Leadership (Expert) Strategic Planning and Execution (Expert) Customer Relationship Management (CRM)

(Expert)

Customer Satisfaction Measurement and Analysis

(Expert)

Data-Driven Decision Making (Expert)

Team Leadership and Motivation (Expert) Stakeholder Management (Expert) Collaboration (Expert) Cross-functional teams (Expert) Alignment (Expert) Optimize customer experience (Expert) Customer lifecycle KPI (Expert)

CSAT initiative (Expert) Training worldwide (Expert) Certification platform (Expert) Product training programs (Expert) Customer training docs (Expert) Certification standards (Expert) Testing materials (Expert) Global customers (Expert) Training and certification organization (Expert) Hiring and development (Expert) Data analytics (Expert) Customer churn risks (Expert) Customer onboarding journeys (Expert) Personalize customer engagement strategies

(Expert)

Instructional design (Expert) Content development (Expert) Self-paced training programs (Expert) Camtasia (Expert) Adobe Captivate (Expert) Editing tools (Expert)

Content creators (Expert) Service providers (Expert) Product training bootcamps (Expert) Blockchain content development (Skillful) Instructor (Expert) Blockchain Nanodegree program (Expert) Learning Management System (Expert) Front End (Skillful) Back End (Skillful) Crowdfunding Website (Skillful) Senior Director (Expert) Sales and revenue management (Expert) Skills

Customer relations (Expert) Commercial product line (Expert) Marketing programs (Expert) AM radio (Expert)

Event participation (Expert) Online marketing (Expert) Senior Systems Engineer Liaison

HW embedded programming HW/SW debugging

Software Systems Engineer Technical liaison

Boot code programming Microcontrollers

Logic devices Device programmers

Test and debug RMA boards Ethereum

Solidity C++

JavaScript Node.js

Express.js React

Redux Visual

Logic Analyzer Oscilloscopes

Links

LinkedIn Illumio's Training Portal

Udacity's Blockchain Nanodegree

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