Kajal Patel

Lead global enablement strategy across cybersecurity product lines, aligning programs with go-to-market priorities, product adoption, and customer retention goals.

• Partner with Sales Enablement, Marketing, and Solutions Engineering to drive product knowledge and pre-sales readiness across global field teams.
• Designed Train-the-Trainer and Capture-the-Flag (CTF) programs that boosted global participation by 30% and became a core differentiator in customer demos.
• Developed product coaching modules and performance dashboards that helped save at-risk accounts and increased renewal confidence among enterprise customers.
• Standardized global curriculum and certification processes across 10+ regions, improving enablement delivery consistency by 20%.
• Collaborate with Product and CS leadership to ensure every enablement initiative directly supports feature adoption and customer success metrics.

Directed internal enterprise programs supporting cybersecurity engineering, product management, and IT operations, strengthening Agile maturity and GTM readiness.

• Partnered extensively with Product Management to coordinate go-to-market releases for Greenlight, MDR, and AI-powered initiatives.
• Championed Agile transformation across 8 engineering teams, improving sprint velocity by 30% and release predictability to 95% on-time delivery.
• Collaborated with Sales Enablement and Customer Success to ensure technical launch content was aligned with positioning, readiness, and post-release adoption.
• Introduced scaled Scrum frameworks and stakeholder scorecards that enhanced transparency and cross-functional accountability.
• Delivered key initiatives that strengthened Sophos’ internal delivery operations and cloud-security product pipeline.

Built and scaled PMO operations, enabling consistent delivery of enterprise cloud transformation programs across AWS and Citrix environments.

• Partnered directly with AWS Enterprise Reps on every major account to design tailored migration strategies and accelerate adoption within customer environments.
• Oversaw AWS WorkSpaces and Citrix modernization programs serving 5,000+ end users, reducing downtime by 40% and improving system reliability.
• Established PMO frameworks, delivery standards, and dashboards that improved executive visibility and portfolio predictability by 50%.
• Mentored project managers and engineers to build delivery maturity, risk tracking, and consistent reporting disciplines.
• Served as the primary liaison between executive leadership, engineering, and clients, translating strategic objectives into operational outcomes.

Directed cross-functional SaaS initiatives across product, marketing, sales, and customer success to enhance platform adoption, streamline delivery, and strengthen customer engagement.

• Partnered with Marketing and Sales leadership on go-to-market planning, messaging, and launch readiness for new product features and integrations.
• Worked closely with Product Management and Engineering to translate customer feedback and sales insights into prioritized development roadmaps.
• Drove UI/UX enhancements and release cycles that improved platform adoption by 25% and reduced churn within key SMB accounts.
• Led offshore escalation and QA teams, introducing workflow automations that reduced resolution times by 35%.
• Collaborated with Customer Success to design enablement materials and playbooks that improved client onboarding and retention outcomes.

Founded and built SmartVault’s first dedicated Technical Support and Escalations department from the ground up to meet growing customer demand and operational scale.

• Created the Tier-3 Escalations function, defining workflows, SLAs, escalation paths, and tooling to ensure transparent, efficient, and high-quality customer resolutions.
• Partnered with Engineering and Product to develop structured feedback loops that turned critical issues into product improvements and release priorities.
• Designed reporting dashboards to track response times, root causes, and closure rates, cutting overall resolution time by 30% within the first six months.
• Hired, trained, and mentored the first wave of technical specialists, establishing the foundation for a scalable, customer-centric support organization.
• Recognized by leadership for creating a sustainable model that improved customer satisfaction, reduced backlog, and directly influenced SmartVault’s service reputation.