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Employee Q&A: Andrea Smith, Director of Worldwide Product Support

andrea-smith-blog-postAndrea Smith is a long-time Adaptive Insights employee responsible for the initial development of the Training and Support departments. Her diverse background in supporting software applications as well as her enthusiasm for working with customers makes her the perfect person to take on the role of Director of Worldwide Product Support.

Learn more about Andrea, including what a typical day looks like for her, what she enjoys most about her role at Adaptive Insights, and what she likes to do when she’s not at the office!

What is your favorite part about working at Adaptive Insights?

My favorite part about working at Adaptive is helping clients and partners with key information and advice that maximizes ease of use and success with the application.   At the end of the day, the most rewarding part of my role is having helped users move forward with their goals.  I really enjoy helping people to succeed with the application.

Can you describe a typical day in your current role?

I am responsible for our worldwide support operations.  A typical day for me involves fielding escalations from clients, partners and fellow employees to find answers and solutions to help them best utilize the Adaptive Suite.  I am actively engaged with my team on a day to day basis providing on-going coaching and technical training to maximize their efficiency.  In my role, I work closely with our Engineering and Product Management teams to provide day to day feedback about the clients’ experiences with the application to help prioritize release updates and product enhancements.

What do you like to do for fun outside of work?

I like swimming, traveling and spending time with my family.  I also like to garden.

Tell us a little bit about your professional background.

I have over 10 years’ experience supporting software applications with a focus on training, support, customer/partner advocacy, implementations, and end user testing. Prior to joining Adaptive Insights, I developed and delivered software training programs for Merrill Lynch, at American Airlines Credit Union, I implemented and administered the loan origination software, and I was a Financial Analyst for American Airlines.

I started at Adaptive Insights back in 2007.  I created the Training and Support departments at Adaptive and led both until 2012 when we hired Craig to take over Education.

What are you currently reading?

I am reading “The Magician’s Elephant” by Kate DiCamillo with my two daughters who are five and eight years old. I am also reading “The Most Productive People in History” by Michael Rank.

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