CRN 2017 Women of the Channel Details

Emily Glass

Customer Experience Officer, Datto, Inc.

Location: Norwalk, CT


Number of years in current position: 1

Number of years involved with indirect sales: 3

Twitter Handle: @emilyglassPM

Fun Facts:

Has a female boss
Is fluent in another language
Enjoys public speaking
Has an advanced degree
Has worked for a solution provider organization
Has a mentor
Is a mentor
Has a personal mantra
Can ride a motorcycle
Had a lemonade stand

Biography and Background:
Emily is Datto's Customer Experience Officer, overseeing Technical Support, Training, Hardware & Logistics as well as internal Operations. Previously, Emily served as Datto's VP of Customer Experience, where she spearheaded the creation of an award-winning partner experience. Datto's channel-only approach places a high value on partner satisfaction, and Emily's team is dedicated to building and supporting exceptional partner relationships and businesses. From product assembly to support in the field, her team proactively cultivates new ways to assure each Datto partner has an amazing experience throughout the course of their relationship with Datto. Additionally, the internal Operations team is responsible for ensuring each employee has the tools and information they need to be most successful in their work, and makes sure Datto's physical space is a true representation of the Datto culture. Prior to Datto, Emily held senior leadership positions at Backupify, Brightcove, and Akamai where she spent time product managing, designing, marketing, and supporting usable products.

How have you personally helped advance your company's channel business over the past year?
In the last year, Emily has streamlined Datto's 24x7x365 call center, facilitated the launch of a Partner Community Forum to connect employees with Datto customers on various topics, led a revamp of internal and external training materials to give employees and partners tools they need to grow via a new Datto Academy and Knowledge base, and spearheaded the implementation of Live Chat on Datto's website to better serve customers. These initiatives accomplish the difficult task of fostering both a positive customer experience and looking out for the needs of internal stakeholders. In the last year, Emily has also reduced average ticket resolution time to where 90% of tickets are resolved in 3.5 days or less, while keeping the Customer Satisfaction Score above 90% during unprecedented case volume growth. Emily also added necessary team structures to scale departmental growth. She did so by creating specialty groups, serving specific purposes for Datto customers: Problem/Incident/Escalations, SaaS, Code Red, Chat, VIP Support, & Innovations. Emily's leadership has resulted in the best customer experience Datto customers have ever received, and inspires people across Datto to aim higher and reach their goals.

What are your goals for your company's channel business over the next year?
In the next year, Emily is striving to strengthen Datto's partnerships by providing knowledgeable, accessible and heroic technical support to help partners grow their businesses. With the addition of a networking product line (through the acquisition of Open Mesh) Emily will also help to launch and support managed networking services to Datto partners and their end clients. In 2017, Emily will also also spearhead the technical support strategy to cover further geographic expansion into EMEA, Australia, and Singapore.

What honors, awards or commendations have you won over the past year?

Outside of your family, please name a woman you admire and why:
Emily says she admires, "Ursula Burns. I never tire of listening to her advice and learning from her past and present actions. She is an inspiration and such a force in the world. Luckily, she is also on Datto's board and I have been fortunate enough to get her advice in work and in life. Her most valuable advice so far has been to take each day as it comes, and even when you might feel like you failed a given day or week, to measure success on longer horizons - as a parent, spouse, friend or employee."

What advice would you give to young women who want to begin careers in technology?
Emily's advice, "Go for it. Technology is the future and no matter what your other interests are, you can add technology to them to make them even more powerful. Technical prowess is essential for success now and in the future and there is no downside to adding these skills to your vocabulary. Build a network of supporters in your endeavors, so they can assist you along the way and be there if you have moments of doubt or need a helping hand. "

If you could be any movie character for one day in real life, who would you be and why?
Emily would be Rita (Andie MacDowell) from the movie Groundhog Day - because time is something she says she can never have enough of.

If you could travel to a city you've never been to before, all expenses paid, where would you go and why?
On traveling, Emily says, "I would visit Newfoundland, in Eastern Canada. Being originally Canadian (and now a dual citizen), I have traveled to many places in Canada, but I have never had the chance to visit Newfoundland. The scenery is outstanding and picturesque, and there are many hiking trails that would be peaceful to explore. I think it would also be a great place to take my family (husband and twin daughters) and have experiences together that would build great memories."

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