Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Michele Doyle, VP, Enterprise Data and Analytics at Advisor360°.

With its rapid growth and day-to-day pace, it is hard to call Advisor360° a traditional start-up.  

Spun out from Commonwealth Financial Network, Advisor360° has gone on to build an enterprise-class, industry-defining wealth management software comprised of innovative solutions to optimize and simplify the financial advisor and client experience. With more than 900 employees, the Weston, Masshussets-based FinTech platform provider is ready to make even greater waves in the industry. 

What has caught the attention of clients, competitors, and enterprise leaders and what truly distinguishes Advisor360° is its data. Data is the foundation of all Advisor360° products and is harnessed through their Unified Data Fabric®.

A propriety data model, the Unified Data Fabric has the unique ability to cleanse data from hundreds of sources and consolidate it into a rich, unified, and easily understood format for advisors, clients, and executives.

The care, maintenance, and management of the data fabric, from engineering to quality to architecture and analytics, is the responsibility of the Enterprise Data Management team. At the helm of that team is Michele Doyle.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Caitlin Moore, SVP of Strategic Accounts at Cohere Health.

What were your dreams or aspirations as a child? Who inspired you while growing up?

As a child, the most memorable dream I had was wanting to become a veterinarian, so that I could help animals. I even had a “Vet Pet Kit” and spent a lot of time taking care of my stuffed animals. While this didn’t happen, I do think that a thread of wanting to make a difference and help in some way is one of the reasons that I’ve spent most of my career in the healthcare industry.

In terms of people who inspired me while growing up, the standouts were largely accomplished female athletes who overcame obstacles to be successful. I remember watching Kristi Yamaguchi, Kerri Strug, Mia Hamm, and others and being in awe of their talent and successes. Watching how hard they worked definitely contributed to my overall work ethic and desire to succeed.

Where did you go to college? What did you study and what did you do after graduating? 

For undergrad, I went to St. Mary’s College of Maryland in Southern Maryland and majored in psychology. I graduated in 2008, which was far from the most stellar time to be exploring a first job. I considered going to grad school right away and short term, I attended the Business Bridge program at the Tuck School of Business and worked part-time in retail at J.Crew and as a lifeguard. Ultimately, I wound up starting my first “real job” at Booz Allen Hamilton as a consultant for federal health agencies, which started to solidify my interest in the healthcare space and gave me a good understanding of both business and government.

Can you share the details on your career path and what were the critical moments that got you to where you are today? 

I spent about four years at Booz Allen Hamilton working for different federal health agencies across various aspects of information security, training, and strategy. The first critical moment in my career path came when I decided to leave my consulting job at Booz Allen and go back to school to get my MBA at the Tuck School of Business. 

Going into business school, I was fairly certain that I wanted to pivot away from consulting and move into a corporate position. However, I ultimately decided that I wasn’t ready to leave consulting. Following business school, I spent a few years at Deloitte, focused on working with health plans and health services companies in strategy and operations consulting.

I knew that eventually I wanted to leave consulting, but wanted it to be for the right role and company. When an exciting opportunity came along to work at the then-unnamed and undefined healthcare joint venture started by Amazon, Berkshire Hathaway, and JPMC, this seemed like exactly the sort of thing that was worth leaving for. I spent a couple of years there, further solidifying my desire to stay in healthcare and helping me understand that the next thing for me should be a health tech startup, which ultimately led me to Cohere. 

At my Tuck School of Business MBA graduation.

What is your current role and responsibilities?

I am the SVP of Strategic Accounts at Cohere Health. In this role, I am responsible for our customer accounts and ensuring success at those accounts. Cohere’s accounts, implementation, and PMO teams all roll up to me and I work closely with each team to ensure that we’re delivering a great product and experience to our customers from the time sales hands off to implementation through the entire lifecycle of the customer. To make this happen, we work closely with all of the different teams across the company. I’ve really enjoyed the evolution of my role over my 3 years at Cohere and right now we are very focused on getting all of the critical processes and structure in place that we need to continue scaling.

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals?

Making connections across the industry you’re interested in is critical. My path to my current role at Cohere involved a huge number of networking conversations and exploring a lot of different opportunities. Talking to people is immensely helpful in understanding what’s out there and what you want to do. In my case, each of the previous roles I held helped me learn more about what I want and need to be happy and successful in a role. Networking conversations with others really helped refine this further.

What has contributed to your success thus far and what types of obstacles have you had to overcome along the way? What is your proudest professional accomplishment?

I would say that two main things have contributed to my success thus far. The first is a strong work ethic and the drive to keep going through any obstacles thrown my way. This was instilled in me through years of competitive swimming, and it’s equally important in the workplace. The second is a willingness and desire to always keep learning and to not be afraid to mess up every once in a while. Without this, it’s a lot harder to succeed, since you aren’t willing to experience the uncomfortable feeling that tends to open doors. Both of these things have allowed me to overcome obstacles such as having to search for a new role in the midst of COVID, figuring out how to scale effectively to support additional customers, and finding ways to keep customers happy through difficult situations.

Overall, I’m proud to say I’ve created the path that got me to where I am today and to have built a very strong network that I’m confident will enable me to land on my feet no matter what happens.

What are the most important skills that you need to do your job well?

One of the most important skills is being able to build strong relationships. In my role this is critical both internally and externally, and without it I would not be able to succeed. I didn’t know it at the time I got my degree in psychology, but the people aspect of everything is often just as important as the work itself.

What do you find most interesting/rewarding about your work?  What’s the most challenging?

The most interesting part is that every day is different and that we are constantly having to figure out how to approach new issues and problems. I thrive in an environment where I’m not doing repetitive things and working at a growing company is fantastic for that. There are constant opportunities to learn and grow. I also enjoy the people-related aspects of my work. I love building strong relationships with both colleagues and customers and really value those relationships.

The most challenging part is that we’re a growing company and have a lot of work to do to scale and effectively deliver for all of our customers. It can be tough some days, especially when we’re working to address customer issues, but it’s also very rewarding.

A dinner out with Cohere colleagues 

Are you involved with any professional organizations outside of the company? Volunteer work?

I’m a member of the Health Tech Nerds community, which has been a fantastic way to meet others who work in health tech and to stay up to date on the industry. I’ve also worked to stay engaged in communities related to my undergrad and grad degrees. I was previously a member of the St. Mary’s Alumni Council and I love staying involved in alumni healthcare and women’s activities for Tuck School of Business.

Q&A

What do you enjoy doing in your free time?

In my free time, I can generally be found doing something active and outside. I love running, hiking, skiing, and biking. I also enjoy traveling and exploring new places and try to do that as frequently as possible. My fiance and I got the opportunity to go skiing in Zermatt earlier this year, which was an incredible experience!

Beautiful views while skiing in Zermatt.

How do you manage stress?

Running is one of the main ways I manage stress. There’s nothing like a great morning run to calm you down and get you ready for the day ahead. Outside of that, time with friends and family is a great way to de-stress.

How many cups of coffee do you have in a day?

I tried coffee once in college and hated it, so I’ve never been a coffee drinker. There are many days when I do wish that I drank it, though!

Any book or podcast recommendations?

My recent favorite books include Demon Copperhead, Corrections in Ink, and Remarkably Bright Creatures. My favorite podcast remains How I Built This. I am a big Guy Raz fan and I love hearing how various people built their companies.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Phoebe Smith, Delivery Director at Attensi.

Where did you grow up and how would you describe yourself as a child?

I grew up in a small village in Surrey, near London. As a child I loved to learn and try different things, so I joined every club going including the orchestra, drama clubs, and I played a lot of sports. My favourite was field hockey, which gave me amazing opportunities, including travelling to New Zealand!

What did you study in college and what was your first job out of school?

I studied Political Science for my Bachelors at the University of Birmingham (UK) and International Public Policy MSc as a Postgrad at University College London. My degrees gave me a great foundation in critical and tactical thinking, and I loved the ever-evolving, unpredictability of politics. Writing essays on topics as they were playing out gave me valuable experience working superfast! 

My first job out of school was in the charity sector – I worked for international development charities in the fundraising departments, which was super fulfilling. 

Can you share the details on your career path and what were the critical moments that got you to where you are today?

My career path is a little windy with a pivotal thread throughout – people. I started in the charity sector, then I went into the biotech world as a researcher at a headhunting firm and then to a professional learning company, before joining Attensi. Every role I’ve had has included working with and connecting people. There’s always been a heavy emphasis on learning too.

I’ve had a number of ‘a-ha’ moments in my career. One that really sticks out is when I first started managing people. I was working with a team member on a goal that was really challenging for them. Helping them push themselves and watching them succeed in it was incredible – I knew that’s what I wanted to do.  

What is your current role and responsibilities?

I am Director of Customer Simulations for our UK and US teams. Our Customer Simulations department includes Project Managers, Designers and Writers who make the amazing solutions our customers play. My responsibilities include leading and developing an incredible team, setting best practices, meeting our goals and KPIs, unblocking challenges, solving problems, stakeholder management, managing capacity – both short term on projects and longer term with hiring, and aligning our team to the company’s strategic goals. My role has a lot of variety and it’s a lot of fun!

Looking back, is this where you thought you’d be professionally?  Was it always your goal to be in this position?

I’ve never been great at the ‘where will you be in 10 years question’, but if I think back to where I’ve always felt the most fulfilment in my career, and the types of culture I’ve gravitated towards, I couldn’t be happier with where I currently am. Working at Attensi is incredible, and I am so lucky to work with the team I do. I’ve been able to be a part of building something extraordinary, and I truly believe in the work we do and our purpose. We hire smart, innovative, kind people who we genuinely encourage to run with their ideas and provide feedback on how we can build and grow. I feel very grateful to be in this position. 

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals?

Remember that you own your career - you are in the driving seat. My key piece of advice would be to take the time to understand yourself, your strengths and focuses, and align those to what’s needed for where you want to be. Then, push yourself on the goals that you’re avoiding! The scariest goals really are the most satisfying to achieve, and they are what will push you towards the next step in your career. I recommend working with others on these – peers, managers, mentors - both to hold yourself to account and, importantly, for their advice and support. 

What are the most important skills that you need to do your job well?

There are a few skills come to mind. Firstly, people skills – building relationships, communication and providing feedback. Secondly, organisation! I am deeply reliant on my to-do list to keep track of everything going on. Thirdly, balancing tactical and strategic thinking – connecting everyday detail to the bigger picture and purpose. 

What do you find most interesting/rewarding about your work?  What’s the most challenging?

I’m going to sound repetitive here but the most interesting and rewarding part of my work is working with the team to achieve something great, whether that’s delivering a super high value training to a customer, an innovation that’s going to push us further as a company, or a personal goal of theirs. 

The most challenging part is the constant need to prioritise, reprioritise and general time management. There are times I have to pull myself away from something I’m really enjoying because it’s not the biggest immediate priority, and that takes discipline. It can be hard to fit everything I’d want to into a day.

What is your proudest professional accomplishment?

I’m lucky to have had a few professional accomplishments I feel really proud of. A recent moment that stands out is our global Customer Simulations trip to Prague earlier this year, where our whole team gathered to celebrate achieving super impressive goals alongside superfast growth. Our team has more than doubled in the last couple of years - to 55 people - and seeing our team all together, celebrating our collective achievements, it was really special. 

Are you involved with any professional organizations outside of the company? Volunteer work?

Working in the charity sector has stayed with me, and I continue to support a number of charities across different causes through fundraising, donating and volunteering. This will always be very important to me.

Q&A

What do you enjoy doing in your free time?

I love country walks, reading, interior design and the theatre. An ideal Saturday includes a long dog walk with family and friends, a potter around some antique shops and a leisurely meal at a pub. 

How do you manage stress?

I love a to-do list and feel a lot calmer when I have everything I need to do written down. And then, it’s really important to take some time to de-stress and relax – for me, that’s getting away from screens and going for long walks with my husband and dog.

How many cups of coffee do you have in a day?

I am so stereotypically British I don’t drink coffee, but I average around 5 cups of tea a day.  English Breakfast tea with milk and no sugar, perfection. 

Any book or podcast recommendations?

I am much more of a book person - podcasts rarely hold my attention but reading can. A couple of recommendations: 1. Start with Why by Simon Sinek, which influenced how I think about leadership and communication. Side note: Simon Sinek and Adam Grant are both worth a follow on Linkedin. 2. The Name of the Wind by Patrick Rothfuss. I love books set in fantasy worlds, and this is my absolute favourite. 

What advice do you have for recent college graduates?

Starting your career can feel overwhelming. I recommend you identify companies that align with your ethos, where you’ll feel a sense of purpose and fulfilment in what you do, and start your journey there. Once you find those companies, don’t be afraid to reach out to people who work there. A quick, targeted LinkedIn message can lead to great opportunities. We love hearing from potential applicants at Attensi!

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Amy Dwyer, VP of HR at 3Play Media.

Where did you grow up and how would you describe yourself as a child? 

I grew up in Rhode Island and believe it or not… was a very shy child. I loved to read, camp with my family, and spend time at the beach.  

What did you study in college and what was your first job out of school? 

I earned a B.S., Human Science and Services and an MBA.  My first job out of college was as a Developmental Specialist at a day program for adults with developmental disabilities.  In this role, I was responsible for assisting adults with disabilities to develop the skills needed to participate in appropriate and meaningful work or volunteer opportunities in their communities.  As I was working as a Developmental Specialist, I was also pursuing my MBA.

Can you share the details on your career path and what were the critical moments that got you to where you are today?  

I had done a job shadow and summer internship in HR departments while pursuing my undergraduate degree and found the work interesting.  Once I began working as a Developmental Specialist and had been with the company for a couple of years, a position opened up in the HR department.  The role was Director of Recruitment, being responsible for all things related to recruiting and hiring.  I decided to take a chance and interview for the role and was hired.  I loved recruiting and was fortunate to have a manager and team that was very supportive and provided strong mentorship and learning opportunities..  

Upon graduating with my MBA, I wanted to branch out and try a role in the “for profit” world given that I had only experienced non-profit work.  I began working for a tech start up in a hybrid role (50% recruiting and 50% generalist).  My HR career in tech continued to grow through an acquisition of the company and I gradually began to take on more and more responsibilities and continued to learn new aspects of the business and HR.

After having my second child, I was presented with an opportunity to work closer to home in a brand new “non-tech” industry.  This position allowed me to create and lead the HR function within a company.  It was a great experience and laid the foundation for me to continue to grow my career as an HR leader.

Eventually, someone I have a lot of admiration and respect for reached out to ask if I would be interested in creating, growing, and leading the HR function at 3Play Media.  I was extremely excited at the prospect of moving back into the tech world.  I was really missing the pace and working with incredibly smart and talented individuals.  The rest is history….

What is your current role and responsibilities?  

I currently lead the HR/People function at 3Play Media.  In my role, I am responsible for developing people strategies and programs that align with our business goals and empower our employees to be happy, engaged, and successful.

Looking back, is this where you thought you’d be professionally?  Was it always your goal to be in this position? 

I didn’t intentionally choose where I am today but I do think leading HR is where I am meant to be.  I sort of took a chance on HR and realized that it is my true calling and career passion.

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals? 

Be open to learning everything you possibly can about human resources and people management and leadership.  When opportunities to try new things within the field of HR present themselves, be bold and step outside of your comfort zone.  Always lead by example and be compassionate and kind.  Most importantly - Take the time to understand the business and strategy, as well as how employees do the work.  Essentially, immerse yourself in all aspects of the organization.  Lastly, always be trustworthy and fair.

What are the most important skills that you need to do your job well? 

Working in HR requires lots of patience and understanding.  It is also critical to excel in listening and communicating.  Excellent management and leadership skills are very important, as others will be relying on you for advice in these areas.  Lastly, you will want to be business and tech savvy.

What do you find most interesting/rewarding about your work?  What’s the most challenging? 

I am always meeting new people and helping people to solve problems.  I find it rewarding to know that my work with employees directly impacts the success of our business.  It can be challenging when I am unable to help an employee achieve their goals and find success within the organization.  It is hard to tell someone that they are no longer a good fit for their role.

What is your proudest professional accomplishment? 

This is a hard question but I would say I am most proud of being a positive role model for other women, especially moms trying to do it all.  The road has not always been easy and at times I have had to make difficult choices.  With perseverance,determination, and amazing time management... you can do it all! 

Are you involved with any professional organizations outside of the company? Volunteer work? 

I am a member of NEHRA and  SHRM, as well as the Associated Industries of Massachusetts HR group.  I am an eBuddie with Best Buddies International, teach religious education at my church, and also teach interviewing skills classes at our local unemployment assistance office.

Q&A

What do you enjoy doing in your free time? 

I love being with my family and friends and pup.  I am an avid reader and enjoy traveling and spending time at the beach or pool. 

How do you manage stress? 

This is still a work in progress….I am always working hard to manage my stress levels and set boundaries.  When things get very stressful, I like to get outdoors and go for walks.  I also try to take time to be with my closest friends so we can vent and share some good laughs.  In the past, I enjoyed yoga and found it to be a great stress reliever and am planning to get back to my practice soon.  I have also found trying new things to be a great way to get my mind off the things that are troubling me.  Recently, I took up an adult jazz dance class and found that it was a great way to refocus.

How many cups of coffee do you have in a day? 

I don’t really drink coffee but I run on hot tea… I drink several cups of tea a day.

Any book or podcast recommendations? 

I probably shouldn’t admit this…but I mainly listen to podcast for fun and I am obsessed with reality TV…so some of my favorite podcasts are those hosted by reality TV stars (e.g. Jeff Lewis, Bethenny Frankel, etc).  Their podcasts are full of drama and don't have much educational value but I still enjoy them!

What advice do you have for recent college graduates? 

Build your network and find a great mentor or mentors.  Take your time to find a role within a company where you truly value their mission, vision, and values.  Work hard, keep learning, and always make time for self-care and pursuing your passions.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Carrie Moser, SVP & General Counsel at Lakeside Software.

Where did you grow up and how would you describe yourself as a child?

I spent the first 12yrs of my childhood in Southeastern Ohio and then moved with my family to the North Shore of Massachusetts for junior high and high school. I’ve been in New England for 30+ years now and I think I am just now considered a local. 

I’m the oldest of three girls so I think I was always a bit of the “bossy older sister” as a kid. I was rarely afraid to share my opinion and my parents definitely encouraged me to think for myself while also sticking up for others. 

What did you study in college and what was your first job out of school?

I majored in political science and minored in Art History at Rutgers University. I knew I wanted to go to law school and I was a bit single minded in my pursuit. After undergrad but before law school, I worked at an employee benefits company. I had already been accepted into law school and I suspect I wasn’t the most dedicated employee they had ever hired. In hindsight, another 2-3 years of work experience before law school probably would have matured me a bit more. 

Can you share the details on your career path and what were the critical moments that got you to where you are today?

I went to law school with no intention of ever becoming a corporate lawyer. I was interested in pursuing a public interest career and contemplated whether I even wanted to practice in the traditional sense. But after a few years bouncing around in the public sector without ever totally finding my niche, I pivoted to an inhouse legal role and haven’t looked back since. Inhouse legal work has proven to be a great fit for me and it’s wholly opposite of anything my younger self envisioned.

What is your current role and responsibilities?

I’m currently Senior Vice President and General Counsel at Lakeside Software. I’m responsible for the company’s global legal affairs and I recently assumed responsibility for managing our compliance team as well. More generally, I see myself as a business advisor and risk assessor for the company. 

Looking back, is this where you thought you’d be professionally?  Was it always your goal to be in this position?

If my younger self could see me now….she would be aghast.  But I think that’s the beauty of the journey.  You think you know what you want. You think you know what you’re good at. You think you have a plan.  But you’re so often mistaken until you actually experience things firsthand.  

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals?

It’s ok to end up somewhere else. There’s no single path. There’s no secret recipe. Allow yourself to be surprised. Permit yourself some mistakes. Nobody learns much from the wins.

What are the most important skills that you need to do your job well?

I think emotional intelligence is the most underrated skill generally, but especially for lawyers. Active listening is also hugely important. And you need to be very comfortable being the only person in a room to ask a question or voice a concern. 

What do you find most interesting/rewarding about your work?  What’s the most challenging?

The most interesting/rewarding parts are also probably the most challenging. Navigating tough conversations. Helping the business through a crisis or a sea change moment as an organization. Working cross functionally with stakeholders that have competing interests. Educating folks on emerging issues. Finding paths through rough terrain.

What is your proudest professional accomplishment?

Probably not something I can talk about without violating attorney client privilege. But I am very proud of hiring really strong, diverse teams of inhouse lawyers. Fostering and mentoring talent is almost always more rewarding than pocketing a kudos for yourself.

Are you involved with any professional organizations outside of the company? Volunteer work?

I am an active member of TechGC – which is a truly great community for inhouse legal leaders at scale up and start up tech companies. It definitely helps take the edge off what can be a lonely job at times. 

Q&A

What do you enjoy doing in your free time?

Travel (I try to visit one new country every year), reading (25-30 books per year), and spending time with my niece (6yrs old) and nephew (4yrs old). There is also nothing more relaxing than wandering the aisles of TJ Maxx on a Saturday morning with a latte in hand. 

How do you manage stress?

I’m not sure you can ever really “manage” stress. I think you learn to tolerate it. To weather it. But it’s not something you ever conquer entirely. It is just part of the territory. All the conventional wisdom is true…sleep, supportive family/friends, interests outside of work, vacations, etc.  But I think the honest answer is that it becomes much more tolerable once you have had enough success to feel confident in your abilities no matter the outcome of a single matter and have made enough mistakes to know that they are rarely fatal. A sense of humor helps too!

How many cups of coffee do you have in a day?

2-3 cups on average but I am guilty of ultimately pouring more than I drink in the end.

Any book or podcast recommendations?

The Maeve Kerrigan series by Jane Casey. 

What advice do you have for recent college graduates?

Take 3-5 years off before considering grad school. Take a job that pays the rent, but allows you to have a social life. Travel. Take all of your vacation and sick days. Keep yourself safe and healthy, but have some adventures and make some mistakes. Keep an open mind about everything. Read all of the books. Avoid credit card debt. Don’t be a jerk. Pretty but uncomfortable shoes are wildly overrated.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Jaclyn Balben, SVP, Operations at Bamboo Health.

Where did you grow up and how would you describe yourself as a child?

I grew up about an hour outside of Boston in Franklin, MA. I have three sisters who I am very close with. We played every sport and game imaginable, swam, and adventured endlessly as kids. 

My parents encouraged us to apply ourselves to everything we did, and provided us opportunities to learn and challenge ourselves. I benefited enormously from having parents who role modeled the power of hard work and the value of integrity and character. My mom often described me as an “old soul” when young.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Jessica Haas, VP of CX at Appcues.

Where did you grow up and how would you describe yourself as a child?

I was blessed to grow up in idyllic Monterey Bay, California, just a few houses down from the ocean. My older sister, Rachel, and I would go to the beach almost everyday and my childhood is full of warm, sunny, beachy memories. 

As a child, I would describe myself as curious and borderline annoying.  I had a lot of energy,  talked constantly, and could never sit still but my family loved me anyway. Around my sophomore year in high school, I started to channel that energy in productive ways but I have fond memories of the chaos in my youth. 

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Shannon Fitzpatrick, VP of Product at Nayya.

Where did you grow up and how would you describe yourself as a child?

I grew up in San Antonio, Texas. I was a goofy, nerdy, outgoing kind of kid. My teachers said I was smart but had a tendency to distract the other children in class.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Hayley Islas-Wolf, Regional Vice President at Liaison International.

Where did you grow up and how would you describe yourself as a child?

I was born and raised in Los Angeles, CA. I was always fiercely independent, loved the arts, was a social butterfly and an achiever.  I could be found making art, playing the piano, singing, dancing, and working with my dad around the house on projects.  I am the middle child between two sisters.  With a family legacy in the entertainment industry, I had thought I would end up in that world, but I instead made my own path.

What did you study in college and what was your first job out of school?

I was an Interpersonal Communication major with a minor in Music at California State University Long Beach.  I worked throughout college and held several internships, but my first job post graduation was at Deutsch, an advertising agency in LA.  I was a human resources assistant and started hiring for all of the entry level jobs at the agency and running the internship program along with making lots of copies and filling. I quickly realized that human resources was not where I was going to stay and somehow stumbled into working on a college campus.

Can you share the details on your career path and what were the critical moments that got you to where you are today?

I got recruited to be an Admissions Counselor at a college and got bit by the higher education and technology bug.  I loved the tactical and strategic side of hitting goals and working smarter. I also enjoyed creating relationships with the incoming students throughout their journey and being an advocate for them. I found that by creating innovative strategies and events, students had better outcomes and, at the same time, the institution excelled. It was a win-win. 

I was quickly promoted to helping run the Admissions Office at a small regional school.  After spending a lot of time being scrappy and having to bring in big numbers and try new things constantly, I was ready for the next step in my career.  First I served as the Associate Director of Admissions at Azusa Pacific University. I then went on to serve as the Director of Admission at Pepperdine University for the undergraduate college. At the age of 29 I was the youngest director at a top 50 school in the nation while also managing to graduate with my masters in business.

I learned so much being on college campuses and running the office that brought in the revenue for the institution.  Not only did we need to do the basics and day to day functionality well, we needed to think creatively, maximize everything and serve the students and institution.  In my time on college campuses I ended up taking on the big technology projects like implementing a Student Information System and CRM.  I loved that data and strategy could then be paired with the human element of managing and empowering a team to then effect change at a larger organization.  It was exhilarating.

After working at three very different institutions - regional to mid to competitive, I realized that all colleges and universities had a lot of the same obstacles and problems. Some of which could be solved by technology and thinking outside of the box.  I knew at this point in my career that going into a more consultative and technology focused career path, I could effect more positive change in the world of academia and lean into my strengths.

What is your current role and responsibilities?

I am the Regional Vice President for Sales at Liaison International, a higher education specific tech, consulting and services company.  I oversee the western United States and all International new business.  I have a great team of AVPs that provide solutions and consult for colleges and universities in those areas.  I get to play a strategic role in our growth as an organization, serve as an executive sponsor for the universities we work with and help coach and mentor.

Looking back, is this where you thought you’d be professionally?  Was it always your goal to be in this position?

I don’t know if I had a particular goal of being an RVP early on in my career, but as I found my direction and what I was passionate about, it makes sense.  I love solving problems and thinking creatively - ultimately helping others achieve their goals and dreams. Technology and strategy removes barriers and enhances the human element.  I love the consulting side of my job - using what I have spent my career doing and helping colleges and universities at a much larger scale and then I also love my team.  It is also fun to be a part of our company’s strategies and helping to voice the staff and customers voices in the process.  I knew I would be in leadership and use my people and technical skills in a role, so though I may not have known I would be a Regional Vice President at a large technology company, I knew the skills and goals I had that align with my current role.

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals?

Sometimes it feels like you are working hard and not seeing movement in your career.  Especially as a woman, it is important to become your own advocate.  I had to really hone this skill and it took longer than I would like to admit.  I learned that by not buldosing or being docile - rather letting your work, relationships and achievements speak for themselves - you can then ask for what is next in your career. It is okay to ask and be ready for the next step in your career.

Remember, you are the only one who is in control of your trajectory and career.  It is important that you always put out the very best of who you are and when you are feeling frustrated and trapped, it is important to communicate and advocate for yourself.  Jumping job to job or company to company only solves part of the problem.  If you have a good boss and work for a good company, it is better to try to help make the changes you want to see and to ask for what you would like.  Questions like, this is where I would like to be in a few years or even now, what do you need to see from me, how can I enhance my skill set to achieve that, and what feedback (good or bad) do you have for me so I can be the best I can be.

What are the most important skills that you need to do your job well?

I think communication, collaboration, ingenuity, coaching and care.  Communication is essential in my role with my direct team, which all of the universities and colleges we work with and then across the organization as we continue to work on ideas and enhancements.  

This leads directly into collaboration.  This can be seen in all areas of work and ultimately we know that by collaborating and working together whether that is client to vendor or internally person to person, when we put our heads together and have candid and healthy collaboration we can achieve much greater results.  

Leading into ingenuity.  I love thinking outside of the box.  When faced with a problem or an obstacle that looks daunting or insurmountable, it is always very advantageous to take a step back and think about all of the ways to reach its summit. Often times when we think creatively and outside of the box, incredible results can be achieved.  I have done this in every role in my career and I think has lead to some of my best successes.

Coaching and care to me go hand in hand.  In my current role managing a team, it is important that I don’t just solve every problem that comes our way, rather work with my team and others to come to a solution.  This allows for others to be empowered moving forward.  Also, I manage out of a place of individuality.  Everyone is treated equally, but my approach with each person is different, because each person has a different need or way they thrive in their own unique personality style.  This has served me well and is how I like to be led.  It creates room for each person to truly thrive and flourish.

What do you find most interesting/rewarding about your work?  What’s the most challenging?

Working in the technology space in higher education can be challenging and my career in higher education prior as I am an innovator and often like to see results quickly.  Higher education can oftentimes feel like a very big ship that take a very long time to turn.  I guess it is also part of the thrill, when you can be a part of that change, but change moves slowly.  I truly believe in the work we are doing.  Whether I was in my roles as a Director of Admissions or now as a Regional Vice President helping Higher Education Administration and end users serve students better, we are indirectly and directly helping set up the future generation.  I am also very passionate about equity, diversity and inclusion.  It was a very large focus in all of my roles on campuses and I think even if technology or consulting can bring down some of the barriers or biases, then we are winning.  That is meaningful work!

What is your proudest professional accomplishment?

I think I look at my age and my career and I very proud of all the hard work I have done.  I have talked about getting to a top 50 university as a director of admission under the age of 30, my roles and career trajectory at TargetX and Liaison.  What I did not mention is that during the last 4 years my husband and I also opened up two bars!  I was able to balance and effectively run my career and two successful businesses that got featured on national news.  We have now sold one of them and are in the process of selling the other, but this to me is a huge accomplishment - all while never losing steam at my career.  It was the least amount of sleep or freetime I have ever experienced, but I feel a great sense of accomplishment.  I think in my entire career, I have proven that I am capable, competent and successful.  Now that the bars are sold/in the process of selling - I am so grateful for the new time I have to have work life balance.  This is a new phase in my life where I am not ever going to lose steam on my career or my aspirations, but now I get to balance it out (not working three full time jobs anymore) where I can enjoy walks with my dogs, pick up painting, playing the piano and ceramics and traveling and spending time with my husband.

Are you involved with any professional organizations outside of the company? Volunteer work?

As mentioned, opening up Quail State - the first rooftop craft cocktail bar in Fresno, CA, and then opening up Saint J - the first natural wine bar in Fresno, CA all while maintaining and growing in my career took up a lot of my time over the last 4 years, but I am excited to get plugged back into some of the organizations and volunteering I did prior to my crazy adventure.  In those 4 years, we really worked and helped in the revitalization of the Fresno downtown area and a lot of my time and effort outside of work went into that community.  My husband and I now live back in Los Angeles and are getting plugged into our local community.

Q&A

What do you enjoy doing in your free time?

Traveling - in the past 5 months I have gone to 9 countries alone.  It is something I love and am passionate about.  I also love to work out, hanging with our dogs, and spending time with my husband and friends.

How do you manage stress?

Taking care of my mental and physical health are essential.  I love being active - HITT, barre, hot yoga, weight lifting, hiking - it is such a good physical and mental reset for me.  Also, I think it is important to fuel the soul - for me this is being creative in the arts or gardening.

How many cups of coffee do you have in a day?

This is a funny question, but I hear you.  I typically have two cups of coffee in a day.  I try to not overdo my caffeine intake and I do not drink any other caffeine if possible in the day.

What advice do you have for recent college graduates?

It takes time to learn and master something.  Be humble, don’t be afraid to make mistakes, but learn from them.  I think the best piece of advice is make the mistake and then never do it again.  That is what will set you apart from the rest and enhance your career trajectory.  Also, the other piece of advice I would have is that so much for my early career I was looking for the greener grass.  Ultimately, what I learned is the grass was never greener at a company or institution, but what was important was have a good manager, a caring work environment and a place that at the end of the day is doing something you believe in.

Our Lead(H)er series features impressive women leaders in the tech industry. In this Q&A, we are featuring Stephanie White, Senior VP Customer Success at Duck Creek Technologies.

Where did you grow up and how would you describe yourself as a child?

I grew up in rural Northeastern Pennsylvania.  We had a lot of freedom to enjoy the mountains and lakes where we grew up.  As a child I was a rule follower and a people pleaser.  I liked to have fun but had to be in the lines. 

What did you study in college and what was your first job out of school?

I studied International Business, with a focus on Accounting and Minor in Japanese.  My first job out of college was Andersen Consulting in New York City and I was staffed on a project at Marsh and McLennan as my first client.  I thought I would be assigned to that project for 6 months, hop around to different companies and industries, but I ended up taking on various roles including Program Management, Developer, Tester, BA, led development teams and conversion teams and stayed at that client for over 3 years.  

Can you share the details on your career path and what were the critical moments that got you to where you are today?

I started my first job at Andersen Consulting after college and never left.  I worked in Andersen Consulting’s consulting practice, which became Accenture, implementing core systems for insurance, reinsurance and capital market customers for about 12 years.  During the last few years, I worked in the Accenture Quality and Process Improvement program, guiding project teams on best practices and ensuring projects were meeting CMMI certification standards. My next role was within the Accenture Software group, where I worked with several organizations to integrate acquisitions into the division.  One of the products we worked with was Accenture Claims, where I got reconnected with several members from my first project at Marsh.  I was asked to take on a role leading the QA, BA, and Documentation teams for Accenture Claims in 2009.  In 2011, we acquired Duck Creek. I continued leading various engineering teams, including QA, Support, Release Management, Dev Ops, Performance Test, UX and Technical Writing through 2018 across the Duck Creek suite of products.  

In 2018, I was approached to take on a new challenge leading our customer facing support organization for our growing Cloud customer base as well as OnPrem customers.  Many across the organization thought I was crazy for even considering the role, but with challenge comes tremendous opportunity to improve our business, and my teams and I have been able to experience the rewards together.  Although apprehensive at first, I have never been so passionate about our company, the role our team plays as our customers advocates and how we help them achieve success.  

After I had my first child, in 2002, I started working part-time 3.5 days a week and was fortunate enough to continue part-time, after my son was born in 2005, and for several more years.   I was always very goal oriented, and I struggled the most during this time.  I was trying to be the best parent, wife, friend, daughter, sister and employee.  I was also taking care of my terminally ill father 1000 miles away.  It was very difficult.  I felt like I did not fit in the stay-at-home mom role.  There wasn’t a part-time mom’s group.  And I didn’t feel like I could advance in my career being part-time.  My part-time status was always a consideration when it came to performance cycles.  I felt like I was on pause.  However, I do not regret it and would do it all over again to spend that precious time with my kids.  Well, I would do it a little differently now that I am older and hopefully wiser.  I learned there is no set path, you choose the one that is right for you.  I made the choice to focus on raising my family and knew the consulting lifestyle and commuting from NYC every day, was not going to allow me to be the mom I wanted to be.  And that meant taking a step back from my career.  

What is your current role and responsibilities?

As SVP of Customer Success at Duck Creek Technologies, I am responsible for the teams of passionate technology professionals who focus on customer experience and ensuring our customers achieve their business and IT outcomes using our software.  The team of Customer Success Managers and Customer Success Engineers are advocates to the customer for the duration of the customer’s contract from kickoff through post Go-Live production phase. Our team of Onboarding Success Managers focus on ensuring the customer is trained on our proven Cloud standards, guide in preparation for go-live with speed and minimal risk and are operationally ready in production to drive value.  Our upgrade team works with customers to keep them current and getting value from the latest versions of our software.  Our migration team supports our OnPrem customers moving to the Cloud. And lastly, our Customer Success Ops team enables all our organization to focus on driving proactive strategic value to our customers through standardized playbooks, communication, metrics, and analysis.  

Looking back, is this where you thought you’d be professionally?  Was it always your goal to be in this position?

Definitely not.  At one point as a child, I thought I wanted to be a dentist like my grandfather and uncle.  After living in Japan and learning Japanese in high school as an exchange student, I wanted to focus on using language in business.  While I have had occasional opportunities to leverage language for short projects, I have not used it in my day to day job. Even so, that incredible experience and my appreciation for people of all cultures and backgrounds is something I am privileged to leverage everyday at Duck Creek and across our customers and SI partners.  I love people and nothing makes me happier than to see them thrive and succeed.  

For people who are looking to be in a similar position, what advice would you give to others in terms of helping them achieve their career goals?

Never sacrifice what you believe in to achieve success.  You won’t be happy if you are not true to who you are.  

What are the most important skills that you need to do your job well?

Empathy, listening, integrity, data driven decision making, and being action oriented. 

What do you find most interesting/rewarding about your work?  What’s the most challenging?

Every day is different and brings a new challenge.  This is what I find most rewarding because there is nothing monotonous or predictable about any given day – it is also what is the most challenging.   This is software and there is no defect free software that meets 100% of every customer’s needs out of the box…and our customers have complex businesses.  As a result, I am constantly growing and learning from others, our customers, and colleagues.  I have been honored to be presented with new challenging opportunities throughout my career, which I find extremely fulfilling.  There is nothing more gratifying than solving complex problems and seeing customers succeed. There is also nothing more rewarding as a leader than seeing your team members achieve their goals and full potential, whether it is overcoming an obstacle, getting recognition from a customer, or getting a promotion and advancing in their career. 

What is your proudest professional accomplishment?

Co-founding the Women’s Resource Group at Duck Creek in 2020. It was the first Employee Resource Group (ERG).  With a couple new ERGs launching, we are now at 7 and counting.  I continue to be the executive sponsor of the WRG (now at 350 members globally), and a member of the Employee Experience Council.

Are you involved with any professional organizations outside of the company? Volunteer work?

I am a member of Athena Alliance and various Customer Success related communities and networks. My husband and I will be empty nesters next year, so I hope to volunteer more consistently, however, I currently support a local organization called Blessing Bag Brigades, donate blood, volunteer, and support various other local school and community events.  

Q&A

What do you enjoy doing in your free time?

I enjoy time with family and friends…we love to travel, go to the beach, play tennis, run, bike, ski, go someplace new or try a new adventure.  

How do you manage stress?

Exercise.  As much as I say I hate to run, when I am stressed, I feel so much better after a great run or playing tennis.  Humor always helps. When I stress, it helps to look back at another time I felt overwhelmed or stressed, and remind myself how everything worked out.  Deep breaths and reminding myself that ‘this too shall pass’ often helps.

How many cups of coffee do you have in a day?

Too many.  I try to stick to one pot of the (fairly large) French Press I make every morning. I am the only coffee drinker in my house, so if it is there, I drink it.

Any book or podcast recommendations?    

Latest read: Chief Customer Officer playbook, Podcast: Women in Tech, the Double Shift

What advice do you have for recent college graduates?

You can pave any path forward you desire. Details from your past, where you grew up and where you went to school does not define you. It is your work ethic, attitude, energy, passion, and moral values that define you and will bring you success and happiness.  Stay true to who you are, and you can achieve anything.