Klaviyo

As a senior member of Deliverability & Compliance team, my role has included direct customer assistance for email deliverability topics as well as project work to improve tools & processes. I've been working on machine learning tools for abuse detection, as well as managing several vendor relationships. My colleagues and I are building out a new team to focus more deliverability resources for premium customers, so I'll include more details as this work progresses.

Senior Deliverability Strategist

Agari

I acted as a nexus point at Agari for all issues around DMARC. I represented the company to standards bodies such as M3AAWG, IETF, and CalConnect. I managed an internal Sender Relations program where I utilized my connections in the email sending world to maintain an accurate internal database of third party sending companies and their email authentication options. I helped my team members in sales, marketing, success, and support as an escalation resource for issues with DMARC, SPF, DKIM, and Agari Brand Protection. I had been doing this work to some degree during my entire tenure with Agari, but as I was taking on more and more senior and strategic tasks, we formalized it with this title change.

Principal DMARC Evangelist

I worked with Agari's enterprise and government customers to help them implement DMARC for email security across their own domain portfolios. This requires deep knowledge of the email authentication standards, SPF, DKIM, and DMARC, as well as a familiarity with the most common corporate email systems and third party senders. I taught email authentication to CEOs and engineers; I helped them understand the data and manage the project of securing their domains. 

I helped these customers manage large projects that sometimes encompassed hundreds of domains and sending applications, all of which needed to be reviewed and set up to be DMARC compliant. As part of this work, I created sample documents for customers to share with their internal team members, and guided them to creating a compliance process and workflow to deal with the equivalent of technical debt with large numbers of existing non-compliant applications.

When I joined Agari, the Customer Success team was very small, and undergoing a transition. The company was poised to take off, and we needed the people and tools and process to support that goal. My colleagues and I built out internal process and project plans (both customer-facing and internal) to ensure our customers succeeded, and that our work was well documented.

Principal Customer Success Engineer

Message Systems

I joined Message Systems when they were a software company dreaming of the cloud. My colleagues and I were part of a specialized unit to jumpstart cloud services, which grew into SparkPost. We started with a lot of smart people and a fantastic mail server application, and created an API-driven, developer-focused cloud email service provider that today sends billions of messages per month and services thousands of customers. 

I established the Standards & Best Practices team to handle customer vetting and all aspects of policy compliance. Working closely with engineers and product managers, I helped develop deliverability and compliance features to make the system easy to use for good customers, and difficult to use for abusers. I created ideal workflows for managing issues internally, and worked to create ticketing and reporting within JIRA and other internal systems. Keeping a regular eye on log data, I put together threat intelligence on known abusers so we could find better ways to block them. I established internal and external acceptable use policies, and worked closely with the sales team to weed out bad prospective deals before they got started. My direct reports and I regularly worked with customers to improve email sending practices and deliverability, and also handled all customer suspensions and terminations. We established blacklist and performance monitoring, and worked closely with ISPs and antispam organizations to terminate abusers and assist wayward good customers.

Director of Standards and Best Practices

Marketo

Marketo's Privacy Team covers a range of functions - delivery operations, deliverability and compliance consulting, customer and team member education, ISP and antispam relations. In this role, I was involved in every function of the team. I developed Marketo's internal compliance information collection and process, and set up automated programs to notify customers of various compliance issues. I used JIRA and Salesforce and Marketo's own product, creating a comfortable workflow without too much human effort required. I trained hundreds of customers and dozens of colleagues on deliverability best practices. I wrote documentation. I consulted with customers and have improved deliverability issues for tiny customers and large enterprises alike.

Sr. Email Strategy & Compliance Analyst

I started at Marketo as part of the technical support team troubleshooting their marketing automation system. This included assisting customers with business and marketing best practices, as well as troubleshooting the product and escalating bugs to engineering. Focused on deliverability, I assisted customers with getting their messages into the inbox, and what to do about problems with blacklists and antispam systems.

Technical Support Analyst, Email Deliverability

Cloudmark

As part of the Security Operations Center, I ensured Cloudmark's anti-spam service was catching all spam and phishing attacks. Focused on mobile anti-spam, I maintained filters affecting nearly 80 million end users.

Abuse Engineer

Splunk

Diagnosed and resolved issues with Splunk's IT data management, search and reporting software on Unix, Linux, Windows and Mac platforms. Replicated customer issues by creating detailed test environments, reported bugs as needed. Performed paid customer training via teleconference as needed to assist the education department.

Support Engineer

Tumbleweed Communications

Fielded frontline telephone support calls and emails for code-level support engineering team. Developed key relationships with enterprise customers to retain loyalty.

Technical Support Engineer

Excite@Home

Started in server operations for the entire Excite.com website, then promoted to junior systems administrator for Inbox Operations (Excite.com webmail service), also worked with IT and internal administration.

Systems Administrator

Email Strategy & Policy

I have a personal mission to improve communication. This has expressed itself in my work life as an interest in building collaborative relationships with colleagues and customers, and a focus on technologies that also seek to improve communication through high volume outbound messaging or inbound security, anti-spam and anti-phishing.

Professionally, I've spent most of my time in the intersection between enterprise-level computing and people. I've worked in customer success, technical support, technical enablement, server operations, email deliverability and anti-abuse. One of my best skills is the ability to translate between more and less technical people. I thrive when I get a chance to guide people through solving technical and strategic problems. 

Specialties: Relationship building, revenue retention, churn reduction, troubleshooting, customer success, technical account management, technical onboarding, conflict resolution, public speaking, training, leadership, pattern recognition, anti-spam, anti-phishing, deliverability, DMARC, DKIM, SPF, compliance, policy, privacy, process, programs, email, email security

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