Vanessa Hanks
About Vanessa Hanks
Vanessa Hanks serves as the Sr. Director of Customer Success at Trellix, where she leads the formulation of global educational services and the development of skill-based cybersecurity courses. Previously, she held a similar role at FireEye for over a decade, where she merged educational services and established industry-standard practices.
Work at Trellix
Vanessa Hanks serves as the Sr. Director of Customer Success at Trellix, a role she has held since 2022. In this position, she focuses on enhancing customer experiences and ensuring the effective delivery of educational services. Her responsibilities include directing the formulation and implementation of global educational strategies, which involve the creation of course materials and the facilitation of both on-site and remote instructor training. Hanks collaborates with engineering teams to enhance product supportability and integrates educational offerings with customer support services.
Previous Experience at FireEye
Prior to her role at Trellix, Vanessa Hanks worked at FireEye for 11 years, serving as the Sr. Director of Global Customer Support & Services from 2011 to 2022. During her tenure, she played a key role in merging educational services with McAfee, aligning pricing models and Learning Management Systems to establish a unified approach. Hanks also spearheaded the development of end-of-life policies and customer satisfaction metrics, ensuring that educational services aligned with organizational goals.
Education and Expertise
Vanessa Hanks studied Computer Science at Kingston University, where she earned a Bachelor of Science (BSc) degree. Her educational background provides a strong foundation for her expertise in cybersecurity and customer success. Additionally, she attended Withington Girls School, which contributed to her early academic development. Hanks has applied her knowledge to develop skill-based courses in cybersecurity, focusing on real-world applications rather than just product functionality.
Achievements in Educational Services
Throughout her career, Vanessa Hanks has made significant contributions to the field of educational services in technology. She has led initiatives to create a unified educational framework that enhances customer learning experiences. Hanks has been instrumental in developing skill-based courses in cybersecurity, addressing critical market needs by shifting the focus from product features to practical applications. Her efforts have helped align educational services with broader organizational objectives, improving overall customer satisfaction.
Collaboration and Cross-Functional Work
In her current and previous roles, Vanessa Hanks has emphasized collaboration with engineering teams to ensure product supportability. She works cross-functionally to integrate educational offerings with customer support services, fostering a cohesive approach to customer success. This collaboration is essential for aligning educational resources with customer needs and enhancing the overall effectiveness of support services.