Tracy F.
About Tracy F.
Tracy F. is a Senior Strategic Customer Experience Manager at Kong Inc., with extensive experience in customer success and cloud security. She has a background in Information Communication Technology and has held roles at Amazon Web Services and Splunk, focusing on customer happiness and retention across various sectors.
Work at Kong
Tracy F. serves as the Senior Strategic Customer Experience Manager at Kong Inc., a position she has held since 2021. In this role, she focuses on developing trusted advisor relationships with customer stakeholders and executive sponsors. Tracy works on identifying renewal risks and collaborates with internal teams to address these issues. She plays a key role in influencing the product roadmap and improvements by acting as a Customer Champion and Advocate, ensuring that customer needs are represented in product development.
Previous Experience at Amazon Web Services
Tracy F. has extensive experience at Amazon Web Services (AWS), where she worked in various capacities. From 2015 to 2017, she served as an Enterprise Cloud Adoption Manager (Post Sales) in Sydney, Australia. Following this role, she transitioned to a Cloud Security Engineer position from 2017 to 2019. Her time at AWS provided her with a solid foundation in cloud technologies and customer engagement strategies.
Experience at Splunk
Tracy F. worked at Splunk as a Customer Success Manager for the NSW Public Sector and Higher Education from 2019 to 2021. In this role, she focused on enhancing customer satisfaction and retention within these sectors. Her experience at Splunk contributed to her expertise in driving customer success and developing effective product use-cases.
Education and Expertise
Tracy F. holds a Bachelor of Commerce (BCom) in Information Communication Technology from The University of Auckland, which she completed from 2012 to 2014. Additionally, she earned a Bachelor of Information Communication Technology with Distinction from the University of Western Sydney, studying from 2003 to 2005. Her educational background supports her strong focus on customer happiness, adoption, and retention across various industries, including Public Sector, Higher Education, and Financial Industries.
Background
Tracy F. has built a career centered on customer experience and technology. With a background in Information Communication Technology, she has gained significant experience in both technical and customer-facing roles. Her work has spanned multiple sectors, allowing her to develop a comprehensive understanding of customer needs and industry trends.