Ken MacGillivray
- Role
- Subject Matter Expert, Support Engineering at nCino
- Location
- Wilmington, NC, US
- LinkedIn followers
- 500 followers
About Ken MacGillivray
3X Salesforce-certified, 8X nCino-certified professional. Experienced Support Engineer…
Experience
Subject Matter Expert, Support Engineering
Jun 2022 — Present
Serve as technical expert on the following features: Accounts, Contacts, Total Exposure, nCino Community, Enhanced Credit Actions, Relationship Credit Actions, Deal Proposal, Deal Management, Financial Services Cloud (FSC) • Direct weekly standup meetings for Relationship feature team and organize weekly office hours on the suite of features for my team • Participate in escalation calls for features in my expertise domain • Provide technical review and approval for product development issues • Apply and champion Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process • Complete technical review for knowledge articles • Consult with Enterprise level customers on nCino Gold Standards for feature implementation, usage, and optimization • Collaborate and provide feedback to Product Development, Data Services and Customer Success Managers to drive value and exceptional service to customers • Develop and deliver training and knowledge share to support internal and customer team • Deliver excellence in customer service by resolving Enterprise level and advanced cases with quality, efficiency, and high customer satisfaction • Take ownership of and resolve non-Enterprise level cases based on strategic significance and urgency
Education
University of North Carolina Wilmington
Master of Science (M.S.), Chemistry
University of Virginia
Bachelor of Arts (B.A.), Chemistry
University of North Carolina Wilmington
Master of School Administration Licensure, Educational Leadership and Administration
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