Anna Kehoe

Experience

1. Manager - Support Engineering

   nCino

   Nov 2022 — Present

   Head of Salt Lake City Support geo-location; Key leader overseeing nCino West Coast Support Engineering - Hiring, training and fostering a team of Salt Lake City based Support Engineers built from the ground up - Solution Growth Team representative for Customer Success (SGT). Act as Support Representative on company-level conversations on Retail & Customer Engagement (online banking) product growth- Manage a team of Support Engineers specializing in nCino\'s Retail & Customer Engagement solutions. Ensuring Support Engineering staff have access to the skills, tools, and processes that they need to resolve cases with quality, efficiency, and high customer satisfaction - Serving as the primary escalation point for all customer escalated issues in portfolio and drive the issue to resolution - Exhibit ownership of Support Engineering training and professional development. Creating, coordinating, and instructing training programs to continuously invest in employee technical and communication skill sets- Ensuring staff utilization is aligned proportionally to customers in portfolio - Working closely with Customer Success Managers to proactively identify and mitigate high risk customers in portfolio - Driving continuous improvement of Support Engineering processes and tools to increase case quality, efficiency, and customer satisfaction - Communicating Support Engineering team policies and processes to internal stakeholders and customers as needed - Managing backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction

Education

• University of North Carolina Wilmington

  Business Analytics and Marketing

  2015 — 2019