Dana Spivey
Raleigh,NC
Summary
Accomplished Cybersecurity Leader focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Passionate about the employee experience and customer success.
Overview
11
11
years of professional experience
Work History
Sr. Leader, Customer Success Specialists
Cisco Systems, Inc.
01.2023 - Current
- Leading AMER technical teams for Duo and Secure Access in the customer success organization
- Partner with global Customer Success Manager teams on successful and meaningful customer engagements that drive product adoption
- Coach, mentor, and sponsor leaders and individual contributors on career goals
- Develop and manage product enhancements while ensuring teams have proper enablement
- Collaborate with Customer Success peers, Product, Sales, Ops, Support, etc.
Leader, Customer Success - Duo Security
Cisco Systems, Inc.
01.2022 - 01.2023
- Led team that provided Duo Customer Success technical expertise for Global Enterprise and Service Provider customers
- Created and fostered a culture focused on people first
- Facilitated effective planning and delivery of successful Duo implementations, leading to high customer adoption and satisfaction
- Developed and managed strategic team direction and initiatives, in partnership with the rest of management team
- Developed and scaled our methodology, processes, and tools for solutions delivery
- Collaborated with Customer Success peers, Product, Sales, CX, etc.
- Tracked and optimized key delivery metrics
Leader, Customer Delivery
Cisco Systems Inc.
03.2020 - 01.2022
- Managing resources in emerging technologies: DNA, SDA, and SDWAN
- Bridging the gap by aligning with CX Theater executive leadership in order to drive initiatives around adoption, development, and overall partnership
- Collaborating with TTG, CX Theater, GST, and other CX Centers to ensure consistent delivery, staffing, and headcount needs
- Identifying transition timelines and training for cutting edge technologies
- Maintaining relationships with Service Leaders on needs, expectations, and business outcomes for 40+ customers
- Leading multiple BCS 3.0 accounts as a CXC Delivery Manager responsible for being a single-point-of-contact and owning end-to-end delivery
Leader, Customer Delivery
Cisco Systems Inc.
10.2019 - 03.2020
- Managed a newly formed team focused on the integration of two separate business lines (Proactive and Reactive Services)
- Led 50 early-in-career engineers and coaches in creating an integrated workforce
- Guided engineers on career development, developing into mentors, and Cisco culture
- Built and evaluated training for multiple services lines to align resources based on individual strengths
- Collaborated with business units to determine needs, expectations, and transition timelines
- Represented and led executive level presentations to highlight success and KPIs
Consulting Engineer
Cisco Systems Inc.
07.2014 - 10.2019
- Leader in getting the CX Services Integration Team up and running – provided trainings, immediately took on TAC work, mentored, and encouraged team engagement
- Led Government Systems Engineering Lab testing for the Navy's Nexus 9K and Nexus 3K environments - $3,000,000 engagement
- Trusted technical advisor to multiple customers and ensured a great customer experience
- Consulted on customer networks to provide key insight on preventative outages and network improvements
- Mentored and trained several groups of new hires on how to properly perform core deliverables including PSRRs, EoX, PSIRTs, and more
- Led CSPC and NCCM staging and delivery for CAaaS
Education
Bachelor of Science - Industrial Technology
East Carolina University
Greenville, NCSkills
- Authenticity and curiosity
- Process improvement
- Cross collaboration
- Relationship management
- Strategic planning
- Adaptability and resilience
- Customer focus
- Self-motivated
- Leadership
- Technical team building and development
Timeline
Sr. Leader, Customer Success Specialists
Cisco Systems, Inc.
01.2023 - Current
Leader, Customer Success - Duo Security
Cisco Systems, Inc.
01.2022 - 01.2023
Leader, Customer Delivery
Cisco Systems Inc.
03.2020 - 01.2022
Leader, Customer Delivery
Cisco Systems Inc.
10.2019 - 03.2020
Consulting Engineer
Cisco Systems Inc.
07.2014 - 10.2019
Bachelor of Science - Industrial Technology
East Carolina University