Greg Boone

WP VIP, Automattic, Inc.

Worked with federal agencies to ensure excellent online interaction with the public. Managed the customer experience, success goals, and led program level strategy.

Public Sector Customer Success Director, Jun 2024 — Present

• Responsible for the health and growth of a $6M portfolio of strategic customers including NASA, Department of State, Department of Veteran Affairs, and The Executive Office of the President.
• Managed five direct reports and worked across teams to maintain 96% gross revenue retention and 130% net revenue retention year over year across the entire portfolio.
• Developed a team relentlessly focused on customer empathy and value-driven results.

Sr. Technical Account Manager, Jan. 2022 — June 2024

• Matched our customers’ goals to the right mix of products and professional services and account management at the right time.
• Educated and advised customers on technical details of our product; aligned customer needs to relevant components.
• Created talking points and other enablement artifacts as a SME about our customers, FedRAMP, risk management, Federal Records Acts, and government ethics.

Technical Account Manager, Jan 2018 – Jan 2022

• Documented processes, stakeholder relationships, success plans, and external customer plans for all customers, and established patterns of continuous delivery improvement.
• Managed the customer journey end-to-end for hundreds of customers.
• Managed risk and customer expectations, and technical process during a major platform upgrade.

18F, U.S. General Services Administration

Supported user-centric design teams by writing content that met user needs and worked on design teams to support product development.

Product Owner and Content Designer, Sep 2014 – Jan 2018

• Led research to deeply understand our agency and strategic partners across government.
• Technical product owner for our flagship website, focused on building an application to support human-centered communication strategy.
• Wrote documentation and customer communications for cloud.gov, 18F’s open source platform as a service.

University of Denver

Adjunct professor at Ritchie School of Engineering, Mar – June 2017

Taught an undergraduate introduction to science and technology studies course.

Excella Consulting/Consumer Financial Protection Bureau

Web Developer and Account Lead, Jan 2013 – Sep 2014

• Supported the agency’s mission through DevOps and WordPress feature development.
• Contributed to and created open source software projects.
• Managed a small team of software engineers as a technical lead.