Clair O’Shaughnessy
San Jose,CA
Summary
Experienced Security and Privacy Communications Manager with a proven track record in effectively communicating complex information to diverse audiences. Specializes in building trust and transparency by developing strategic messaging and communication initiatives for security and privacy programs. Collaborates closely with cross-functional teams to ensure accurate and impactful communication of policies, protocols, and incident response procedures. Excels in crisis communications, handling reactive and proactive messaging for security incidents, breaches, and data privacy concerns. Leverages expertise to develop engaging and informative content, including blogs, white papers, and training materials, to educate internal and external stakeholders on security best practices. Navigates the evolving landscape of security and privacy with a keen eye for emerging trends and regulations, providing strategic counsel and driving effective communication strategies.
Overview
10
10
years of professional experience
Work History
Lead, Communications Manager (Security & Privacy)
ZOOM
04.2017 - 02.2023
- Developed and executed crisis communication strategies for security incidents, ensuring prompt and accurate communication to internal and external stakeholders.
- Collaborated closely with cross-functional teams, including legal, IT, and executive leadership (CEO, CISCO, etc.), to assess risks, develop messaging, and implement incident response plans.
- Successfully managed high-stakes security incidents, mitigating reputational damage and maintaining stakeholder trust through clear and transparent communication.
- Created and delivered security awareness training programs to educate employees on security best practices, empowering them to be proactive in safeguarding sensitive information.
- Crafted engaging and informative security communication materials, such as FAQs, customer emails, media statements, and reactive statements, to effectively communicate security policies and procedures to a diverse audience.
- Monitored and analyzed industry trends, emerging threats, and regulatory changes to proactively adapt crisis communication strategies and ensure compliance with security and privacy standards.
- Responsible for all crisis communications (reactive, proactive, and media statements), for Service Impacting Events, bugs, and security vulnerabilities.
- Partnered with Marketing, Support, Product, Billing, Legal, Product Marketing, and Marketplace teams as the only individual at Zoom to send service communications.
- Leveraged in-product and email communications to help solve, prevent, and mitigate key and technical customers issues.
- Provided guidance to global teams as we pivoted quickly to support millions of new Zoom customers during the 2020 Pandemic.
Program Manager
Google
08.2016 - 03.2017
- Created and owned repeatable processes and tools for onboarding and enabling partners.
- Launched and onboarded 200+ partners, using Google Partner Portal and to accelerate onboarding and enablement.
- Decreased cycle time for partner applicants to onboard by 300%, touching 100% of partners in US and 80% of applicants globally.
- Created multi-touch automated email stream to nurture new partners at scale and enable faster onboarding.
- Managed Google Partner Portal, including content creation, posting, updating and responding to community forum inquiries using Jive.
- Single-handedly executed testing validation project to ensure partners were meeting Google certification requirements.
- Cold called existing partners to educate and convert them to new partner program.
Technical Sales Representative, Google Suite
Google
08.2015 - 08.2016
- Provided technical assistance, consultations and step-by-step instruction to small businesses that were interested in Gsuite, while providing 99.9% uptime and highest standard of customer satisfaction.
- Received consistent recognition for high quota attainment, upsell rate and leadership (#1 Salesperson on North American team).
- Educated 2,000 small businesses on Google Suite and onboarded 1,500 clients, creating 65% conversion rate.
- Reached total analyzed revenue of more than $300,000 and maintained 50% upsell rate.
- Headed pilot program with account management department to convert government customers from Google Suite for Government to Google Apps for Work.
- Trained and mentored new team members.
- Directed customers through technical setup, domain verification, and mail records additional for vast variety of domain hosts using HTML, DNS and Metatag.
- Answered questions in multiple cross sell and upsell campaigns while maintaining pipeline follow-up and tracking.
- Managed contacts and conversion rates using SFDC by flagging leads and building reports.
Inside Sales Development Representative
Marketo, Inc.
02.2015 - 07.2015
- Prospected, educated, qualified and developed target accounts and inbound leads to create sales-ready clients and opportunities.
- Achieved ramp quota at 100% and generated more than $450,000 in closed revenue during six-month period.
- Interacted with prospects via phone and email.
- Researched and identified key players to generate interest and develop accounts.
- Successfully managed and overcame project objections.
- Updated lead scoring and prospect interaction in SFDC to ensure efficient lead management.
- Consistently achieved qualified opportunity quotas to ensure territory revenue objectives were met.
- Provided closed-loop feedback to ensure continuous process optimization.
Client Service Associate
Stanford Investment Group
04.2013 - 01.2015
- Worked with Client Service Department and wealth advisors to develop and maintain strong client relationships, ensuring effective communication.
- Updated company website and social media platforms.
- Conducted follow-ups and responded to 300+ client inquiries.
- Managed schedules and coordinated client appointments for five advisors.
- Coordinated in-house and off-site meetings, including book venues, coordinating schedules, and preparing documents and materials.
- Prepared, collated and dispatched marketing materials for prospects.
Education
Master of Arts - Organizational Leadership
05.2019
Bachelor of Arts - Communications
05.2013
Skills
- Crisis and Technical Communications
- Messaging Strategy
- Critical Thinking and Problem Solving
- Oral and Written Communications Skills
- Team Leadership
- Communications Security
Timeline
Lead, Communications Manager (Security & Privacy) - ZOOM
04.2017 - 02.2023
Program Manager - Google
08.2016 - 03.2017
Technical Sales Representative, Google Suite - Google
08.2015 - 08.2016
Inside Sales Development Representative - Marketo, Inc.
02.2015 - 07.2015
Client Service Associate - Stanford Investment Group
04.2013 - 01.2015
Saint Mary’s College Of California - Master of Arts, Organizational Leadership
Saint Mary’s College OfCalifornia - Bachelor of Arts, Communications