CRN 2018 Women of the Channel Details


Biography and Background:
Emily is Datto's Customer Experience Officer, overseeing Technical Support, Knowledge, Training, Community, Services, and Customer Success. 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 onboarding 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. 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 institutionalized 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 been formative in coordinating Datto's Disaster Response Team (DRT) in the wake of Hurricane Harvey and Irma. Tech Support members headed into the disaster zones armed with equipment, supplies, and knowledge to help Datto partners restore businesses in the face of weather-induced trauma. Emily's leadership has resulted in the best customer experience Datto customers have ever received, with CSAT scores routinely over 90%, 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?
•Strengthen Datto partnerships by providing knowledgeable, accessible and heroic tech support to help their businesses grow across all product lines - including the professional automation platform which results from Datto's merger with Autotask. -Build a

What honors, awards, or commendations have you won over the past year?
In 2017, Emily was named the CRN's Women of the Channel list.

Outside of your family, please name a woman you admire and why:
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 your 16-year-old self?
Go for it. Technology is the future and no matter what your other interests, 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's no downside to adding these skills to your vocabulary. Build a network of supporters in your endeavors who can assist you along the way and be there if you have moments of doubt or need a helping hand. The world conspires to close doors, it's your job to create new ones, walk through them and then help open doors for others.

If you could master any new job-related skill, what would it be and why?
Story-telling. I feel like a good storyteller can motivate their teams, and others outside of their teams, to contribute to a cause. Stories are a great way to rally people and communicate a strong sense of purpose, while being easy to relate to. Coming from an Engineering background, I tend to appeal to the logical side of people's brains but stories have a broader market and everyone can relate or be moved by a great story.

What's the best book you read this past year and why did you like it?
The best book I read in 2017 was 'Ghosts of the Tsunami'. It is an interesting perspective on the tsunami that hit Japan in 2011 and how disaster preparation (or lack thereof) led to human suffering that could have been avoided. Incredibly sad, powerful, and well-written, by a Brit living in Japan.


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