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Work Background
Hillary Wicht, Inc.Chief of Staff
Mar. 2025
OneTrustVP Customer Experience Operations
Jan. 2024 - Jan. 2024Renton, Washington, United StatesDriving strategic transformational initiatives for post-sales.
Oversight to a global operations team, responsible for Professional Services, Customer Success, Support operational excellence and transformation.
Responsible for process and data operations: integrated dashboards, initiative roadmap, continuous improvement.
Evaluating current post-sales practices and results for areas to optimize and deliver at scale. Systems ownership and oversight following requirements and changes management protocols. Specific systems: Gainsight, Certinia, Saleforce. Driving annual planning for customer experience business and staffing.
Launching programs for risk management and escalations, digital customer onboarding, telemetry-based customer health scoring, and proactive use case-driven success motions.
Partnering cross-functionally to drive more ACV and smoother renewals and expansion sales.
Palo Alto NetworksSenior Service Delivery Leader
Jan. 2023 - Jan. 2024Greater Seattle AreaThe SDL role is in Customer Success Signature Program Team, responsible for driving successful delivery of services to strategic Palo Alto Networks customers.
Working closely with the Account Team, Professional Services, Customer Success, and Services Sales teams to develop strategies for the delivery of our services to enable our customers to achieve their overall security objectives.
ForcepointGlobal Vice President, Customer Success
Jan. 2022 - Jan. 2023Remote: Greater Seattle areaLeading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.
Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.
Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, SMB, etc.
Partnering with sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.
NetskopeSenior Director, Global CX Programs and Services
Jan. 2020 - Jan. 2022Santa Clara, California, United StatesBusiness, operational and strategic leadership on Customer Experience team, establishing data-driven decision-making. Supporting company and customers throughout the customer journey. Programs include Partner Success, SMB Adoption, CX PMO, Value Realization, Risk Management, customer health scoring and others.
NetskopeGlobal Director, Customer Experience Operations
Jan. 2019 - Jan. 2020Santa Clara, CA
NetskopeSenior Manager, Customer Success
Jan. 2019 - Jan. 2019Santa Clara, California (working remotely)
NetskopeSenior Manager, Global Services
Jan. 2018 - Jan. 2019Los Altos, CaliforniaBusiness and strategic direction for Professional Services and Training teams
A10 NetworksSenior Manager, Support and Services
Jan. 2013 - Jan. 2018Greater Seattle AreaDirecting business for global Professional Services and Training operations . Managing pre- and post-sales administration and delivery. Resource management, escalations, scoping and complex pricing, reporting up to executive leadership, and driving professional growth among individual contributors and managers. Responsible for all team business operations, delivery and customer satisfaction.
POPProgram Manager - Microsoft
Jan. 2012 - Jan. 2013Greater Seattle AreaProject management and strategic consulting for marketing services, extending from deeply technical projects to end-user marketing materials. Working with customers to develop the correct solutions for messaging and audience needs. Managing PM team and career growth.
POSSIBLEProgram Manager - Team Microsoft
Jan. 2012 - Jan. 2012Greater Seattle AreaProject management and strategic consulting for marketing services, extending from deeply technical projects to end-user marketing materials. Working with customers to develop the correct solutions for messaging and audience needs. Managing PM team and career growth.
Aquent StudiosDirector of Operations
Jan. 2007 - Jan. 2012Seattle, WaResponsible for pre-sales to delivery customer experience for projects including technical documentation, case studies, marketing and advertising, as well as staff augmentation.
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