Mary Lyon

Vice President, Solutions Engineering and Enablement

Filevine

Oct 2024 - Current (1 year 11 months)

In this role, I oversee a team of sales and solutions engineers, overseeing their technical expertise to support the sales process by providing product demonstrations, addressing technical concerns, designing solutions for our customers, and ensuring successful sales target achievement through strategic guidance and coaching. I also manage the internal enablement for all employees within our revenue organization. This involves product training, skills training, onboarding, and ongoing performance accountability and certifications.

Vice President, Expert Teams

Filevine

Jan 2024 - Current (2 years 8 months)

Expert Teams is the team-based department solution to ensuring customers and partners have the best and fastest resolution to their needs. This department is comprised of the company's product workflow solutioners, industry experts, defect reproducers, trainers, and customer communication coordinators. In this role, * I helped ideate and create a new department of product experts and consultants within the company to better fit the needs of our customers and partner network. * I led the department in creating and executing the process for intaking projects for experts, managing escalated customers, certifying new partners, and creating a career lattice and development program for the department. * I oversaw the department of 20 employ

Chief of Staff, R&D at Filevine

Filevine

Aug 2022 - Sep 2024 (2 years 2 months)

Continued to perform all the functions of my previous role in addition to now leading within the Engineering teams directly. Working with Product and Engineering teams to optimize efficiency, word hand in hand with our customers, lead cross department initiatives, department reorganizations affecting over 100 employees, and consistently represented the CTO and CPO in all meetings and projects. Led department initiatives that directly impacted gross margins, platform reliability, cloud spend, and operational efficiencies for the company.

Director of Product Feedback

Filevine

Aug 2020 - Feb 2023 (2 years 7 months)

As the first Director in Filevine’s product team, I established operational processes and assisted with the establishment of this core team in the company. Focused on improving user experience within software by being the voice of the customer for product and engineering. Implemented the first structured product feedback customer program,, created process for research and analytics of our product, created all SOP’s for product management and created a culture of data-driven decision making for the department. Prepared all departments within the company for upcoming releases and ensured the go-to-market and adoption of feature releases.

Director of Customer Success

Filevine

Feb 2019 - Aug 2020 (1 year 7 months)

As the first Director of Customer Success at this company I was responsible for creating processes for our CSM and support teams, implementing new software for NPS and product adoption tracking, and working with executive leadership with interdepartmental improvements for implementation, product releases, and adoption. Focusing on results in keeping churn below 5%, increasing and maintaining NPS to 35, assisting with product expansion, and advising on areas of growth in our company.

Regional Vice President of Sales

Entrata

Oct 2018 - Jan 2019 (4 months)

Works to identify, establish, and develop both new and existing business sales relationships with property management companies in need of an innovative software.

Senior Customer Success Manager

Entrata

Jul 2016 - Jan 2019 (2 years 7 months)

Worked with high ARR clients to ensure their experience on the Entrata software was exceptional. I coordinated with internal teams to resolve issues in the software and proactively create innovative features to serve customers and the market. Completed Leadership Development program and participated in the Values Committee and all company value initiatives for the company.

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Customer Success Manager

Prosper Healthcare Lending

Jan 2016 - May 2016 (5 months)

Remote team member: Advise Dental Offices on how to maximize revenue and contribute to hitting the office goals. Marketing Support: Website help, Email campaigns, Social media help, and direct mail as well as newsletter help Coaching and Training for Dental offices on important topics such as: How to talk about financing to patients, how to sell big cases, how to build awareness of financing, etc Analyze Results: Analyze what data from Dental offices, and keep them up to date on financial and industry facts

Development Specialist

Missionary Training Center

Mar 2015 - Jan 2016 (11 months)

• Creatively acquiring and honing teaching and professional skills personally • Mentoring newly hired teachers and experienced teachers on a daily and weekly basis • Overseeing 12-48 missionaries weekly in classroom settings and large group meetings • Execute weekly zone meetings and uphold all policies and procedures of MTC teachers • Conducted over 1000 organizational trainings for individuals and groups

Zone Coordinator

Missionary Training Center

Nov 2012 - Nov 2015 (3 years 1 month)

• Creatively acquiring and honing teaching and professional skills personally • Mentoring newly hired teachers and experienced teachers on a daily and weekly basis • Overseeing 12-48 missionaries weekly in classroom settings and large group meetings • Execute weekly zone meetings and uphold all policies and procedures of MTC teachers • Conducted over 1000 organizational trainings for individuals and groups

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