Lauren Tobon

About Lauren Tobon

I have always loved the combination of design & functionality to create delightful experiences. I own strategies that improve experiences, ease processes, & ignite creative and innovative thinking. As a customer-centric leader offering 10+ years of success delivering complex enterprise-wide programs, I function as a central hub & subject matter expert in human-centered change management, customer success best practices, products, customers, & stakeholders. I thrive in problem scoping, technical analysis, & driving creative strategy and execution.At Citrix, I swiftly leveled up my game when promoted to Sr. Engagement Program Manager to effectively partner with designers, developers, & business stakeholders to develop class-leading customer & employee experiences, as I firmly believe you can’t have a good customer experience without a good employee experience. I have digested, mastered, & implemented agile methodologies to better conduct client research, understand needs & behaviors throughout the end-to-end journey, & efficiently solve complex problems by applying creative thinking, logic, & pragmatism.I have developed an ability & joy in training teams in agile transformation, digitization, & organizational change to drive more efficiency, effectiveness, & better positioning to respond to changing priorities. I believe that turning data & raw feedback into actionable insights for different business units, translating what it means for them & why it\'s important, is one of my super powers. Additionally, serving as a trusted advisor & confidante to senior executives, organizational partners, management teams, & staff, I am called upon in times of change & uncertainty to manage chaos confidently & pivot to meet customer needs.I feel lucky to have streamlined success by employing a combination of curiosity & defined overall vision. I look forward to continuing to function at a broad-based, strategic level while being capable of driving detailed, tactical execution.EXPERTISE AREAS: Customer Success Strategy CX Leadership & Development Human-centered Change Management Project Management Solutions ArchitectureCOMPETENCIES:Customer Insights – Journey Mapping – Prosci’s ADKAR Model – Employee Engagement & Communications – Team Leadership – Program Management – Process Improvement & Efficiency – Customer Success Oversight – Experience & Engagement Analysis – Design & Development – Training & Development – Client Engagement – Change Transformations – Cross-Functional Collaboration – Content Development – Project Management

Experience

1. Manager, Go to Customer Enablement

   Rapid7

   Dec 2024 — Present

Education

• Florida State University

  Bachelor of Arts, Creative Writing

• Florida Agricultural and Mechanical University

  Journalism

Skills

• Readiness
• Requirements Analysis
• Business Process
• Editing
• Training Delivery
• Communication
• Instructional Design
• Siebel
• Document Review
• Instructor-Led Training
• IT Strategy
• IT Operations
• Gotowebinar
• Change Management
• Technical Documentation
• Crm
• Employee Training
• Software Documentation
• Articulate Studio
• Virtual Teams
• Organizational Change Agent
• Training
• Business Analysis
• Leading Change
• Articulate Storyline
• Content Development
• Journalism
• Ap Style
• User Adoption
• Internal Communications
• Copy Editing
• Content Management
• IT Solutions
• Document Drafting