LinkedInJoseph Palumbo

Joseph Palumbo

Strategic Leader of Cloud Onboarding and User Experience at Rackspace

Location
San Antonio, Texas Area
Industry
Information Technology and Services
Current
  1. Rackspace, the Open Cloud Company
Previous
  1. Rackspace, the Open Cloud Company,
  2. Apple, Inc.,
  3. Wells Fargo
Education
  1. University of the Incarnate Word
Recommendations1 person has recommended Joseph
Websites
500+connections

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500+connections
Rackspace, the Open Cloud Company

Rackspace, the Open Cloud Company

Strategic Leader - Cloud Onboarding and User Experience

– Present

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Background

Summary

As a founding member of Rackspace's Managed Cloud support team, Joseph spends half of his time teaching customers about the Cloud and the other half learning about the Cloud from them. Whether its hosting webinars or spending face time with entrepreneurs in Rackspace's Startup Program, this former Lead Mac Genius is always looking for an opportunity to talk about technology and it's influence on our historical partition.

When he's not in meetings, he can be found presiding over cultural happenings around the Rackspace office, discussing support innovation with other 'Fanatics' and wishing paper documents had a built-in search function.

Top 5 Strengths
1. Strategic
2. Ideation
3. Individualization
4. Context
5. Learner

_Code_
Github: https://github.com/palumbo

Experience

Strategic Leader - Cloud Onboarding and User Experience

Rackspace, the Open Cloud Company
– Present (1 year 2 months)San Antonio, Texas Area

Leveraging my expertise in onboarding customers to lead a cross-functional initiative to create a seamless and engaging digital experience that scales to provide more customers the knowledge and tools they will need to be successful.

In addition to my technical insights, I've assisted in a crafting the ideal tone and language of the onboarding experience by creating much of the initial content (written and video) that customers will encounter throughout strategic points in their cloud enculturation. This was accomplished by data driven content strategy which showed some of the most common "friction points" customers encounter when getting started. This content is currently distributed via the Rackspace Blog, Rackspace Knowledge Center, marketing emails and Community Forums.

Currently utilizing the latest in web analytics (Omniture) and core business intelligence to determine how to define, capture and analyze key performance indicators that will measure the effectiveness of the individual components and overall onboarding program.

Team Lead - Cloud Launch Team (FutureZen)

Rackspace, the Open Cloud Company
(1 year 6 months)San Antonio, Texas Area

After identifying a key source of lost revenue, increased support cost and customer churn within the legacy support model, I devised and implemented a complex cross-functional solution. Part of that solution was creating and training a team of cloud usability experts to "project manage" accounts into a steady hosting state.

To ensure we were investing in the right activities, my team and I identified the key performance indicators that would measure both the team's effectiveness and predict future customer success. This role (Cloud Launch Manager) is now an integral and advertised part of the Fanatical Support experience in the Rackspace Cloud.

Account Manager

Rackspace Hosting
(2 years 4 months)

Designing a new, proactive Account Management team for The Rackspace Cloud focusing on customer education and increased technical support.

Lead Mac Genius

Apple, Inc.
(1 year 9 months)

Lead a crew of Apple's finest, frontline technicians in one of Apple's busiest and high grossing stores.

Coined the phrase, "We fix relationships, not computers!"

Business Banker

Wells Fargo
(5 years)

In addition to surpassing all of my department's sales goals, I worked closely with leaders from within our Business Banking team and H. D. Vest, a subsidiary of Wells Fargo, to grow a strategic vein of business within a niche market of wealthy, investment-savvy customers across the country.

While part of the Wells Fargo team, I obtained my Series 6 and 63 license from the National Association of Securities Dealers which allowed me to educate and advise my customers about investments, retirement accounts and trusts.

Certifications

Up and Running with Sublime Text 2(Link)

lynda.com, License 27F3DF
– Present

Skills

  • Cloud Computing
  • Mac OS X
  • Salesforce.com
  • Customer Relations
  • Customer Service
  • Mentoring
  • SaaS
  • Hosting
  • Consultative Selling
  • Virtualization
  • Account Management
  • Computer Hardware
  • Process Improvement
  • Problem Solving
  • Server Architecture
  • Team Building
  • Coaching
  • Solution Selling
  • MySQL
  • Ubuntu
  • Apache
  • Customer Satisfaction
  • Team Leadership
  • Troubleshooting
  • PHP
  • System Administration
  • Linux
  • Negotiation
  • Security
  • Data Center
  • OS X
  • Selling
  • Team Management
  • Start-ups
  • Leadership
  • Entrepreneurship
  • Managed Services
  • See 22+  See less

Education

Texas Tech University

Economics

Active in student politics and appeared in the college newspaper several times.

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