Inbound Customer Support Operations Pro - CS Leadership

LILLY PRESMAN, PSM

San Jose, CA 650-***-**** *****.*******@*****.*** https://www.linkedin.com/in/lillypresman Summary

Accomplished Customer Success manager with a proven track record at companies that include Workday, Visa, and Symantec. Extensive experience with QA and Customer Success methodologies and the use of LMMs for client-facing AI-related projects and products. Known for driving customer adoption, retention, and adding long-term value by leading cross-functional execution across Support, Product, and Engineering. Trusted partner to Product and Engineering. Delivering scalable, high-quality solutions recognized by Executive Leadership for strengthening customer confidence and reducing operational risk.

Skills

Driving customer adoption of AI/LLM-enabled features

Strategic Account Management & Executive

Engagement.

Customer Lifecycle Leadership

o Onboarding Adoption Renewal

Cross-Functional Customer Advocacy & Escalation

Management

Data-Driven Success & Continuous Optimization

Workday US Payroll, Absence, Time Tracking and

Benefits modules

Agile and Scrum leadership (PSM)

CI/CD, DevOps, and Release Quality Integration

API, web services, and full-stack testing

Defect lifecycle management and quality metrics

Performance, load, security, and risk validation

Process transformation and continuous improvement

Talent development, coaching, and escalation

management

Experience

Customer Success/Engagement Manager 08/2025 to Current CUTROOMS, Remote Consulting

Delivered key analysis and data for operational workflows, driving improved customer outcomes.

Optimized mission-critical CS tools and systems, ensuring data integrity and usability for strategic decision-making.

Developed and managed dashboards to track key metrics, including health scores, engagement, adoption, renewal/expansion opportunities, and churn risk.

Led onboarding and enablement processes for new clients, ensuring timely handoffs and smooth transitions.

Created and maintained success plans, renewal playbooks, and account documentation in partnership with CSMs.

Managed automated or manual interventions based on customer behavior and health indicators.

Aligned GTM and Product teams to surface customer insights and feedback, building roadmap priorities.

Managed internal knowledge bases, process documentation, and SOPs for CS Teams deliverables.

Implemented scalable improvements that enhance operational efficiency and customer impact. QA Manager 08/2016 – 08/2025

WORKDAY, INC. - Pleasanton, CA

Leveraged LLMs to generate intelligent test cases, enhanced scripts, and expanded coverage in complex, high-volume scenarios, tackling edge cases in mission-critical environments

Provide strategic leadership for quality assurance initiatives across enterprise document management platforms, aligning test strategy with business objectives and product roadmaps.

Configured, tested, and optimize Workday US Payroll, Absence, Time Tracking and Adaptive Planning modules, deployment cycles, and reducing production risk.

Lead integration efforts and built Power of One of Workday and Adaptive Insights from day one

Lead comprehensive full-stack validation (UI, API, backend services) o Ensuring document workflows, permissions, integrations, security controls, and performance standards. o Delivering risk assessments, usability insights, and data-driven quality metrics.

Built, mentored and retained high-performing QA teams;

Applied Lean and Six Sigma principles (process mapping, root cause analysis, defect trend analysis) to reduce rework, streamline validation workflows, and improve delivery predictability. QA Lead Engineer 07/2015 to 08/2016

FORESCOUT TECHNOLOGIES, INC. - Campbell, CA

Directed functional and automation QA teams supporting ForeScout CounterACT, ensuring adherence to Agile quality standards and release governance.

Defined and executed test strategies, balancing scope, risk, and timelines to consistently meet delivery commitments.

Coordinated Product Management, Engineering, and Tools teams to manage dependencies and system-wide impacts.

Led QA resource planning, onboarding, performance management, and professional development to scale team capability.

Championed customer-centric testing methodologies that aligned validation with enterprise security use cases.

Ensured QA practices aligned with enterprise security and ISO-style governance expectations, supporting audit readiness for large-scale customers and government environments.

Conducted root cause analysis to prioritize defects based on customer impact, security exposure, and operational risk. Customer Success / Escalation Manager 12/2003 to 07/2015 SYMANTEC, INC. - Mountain View, CA

Owned enterprise and government customer escalations, delivering decisive leadership during critical, high-risk incidents.

Coordinated Engineering, Sales, Account Management, and Customers to drive rapid issue resolution.

Led structured root cause analysis (RCA) and corrective action efforts for high-severity escalations, translating findings into preventive improvements across engineering and QA.

Delivered executive-level communications, customer training, and technical documentation to stabilize accounts.

Drove defect reporting and resolution processes, influencing product enhancements based on real-world customer impact.

Supported post-incident reviews and audit-style investigations, ensuring traceability from defect discovery through resolution and prevention.

Prior Work Experience:

Senior QA Engineer, ORACLE CORPORATION — Redwood Shores, CA

Executed senior-level QA responsibilities, translating complex requirements into scalable test strategies and automation.

Led defect analysis and resolution efforts, identifying root causes and preventing regressions.

Supported customer escalations by replicating production environments and institutionalizing learnings into test coverage.

Senior QA Analyst, VISA INC. — Foster City, CA

Delivered QA leadership for internally developed financial systems in Agile environments.

Managed component-level testing while supporting customer escalation investigations.

Developed automated test assets to improve release confidence and system stability. Education and Training

Bachelor of Science

Chernivtsi University, Ukraine

Certifications & Licenses

Professional Scrum Master (PSM)

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