Heather Pacan

Global Head of Solutions-PreSales Engineering

Head of Technical Support

An engaging Head of Solutions Engineer with a proven track record of driving customer growth, adoption, and satisfaction for various information technology enterprises. Expertise in delivering dependable and inclusive technical journeys for clients, from small businesses to multinational enterprises.

Known as an accomplished leader who aligns the culture and objectives of geographically dispersed sales support teams to deliver exceptional business outcomes and customer success. Recognized as the 2022 Woman of the Channel for expertise in continuous improvement, team-building, sales enablement, and operational efficiencies.

​Recognized as the 2023 & 2022 Woman of the Channel for expertise in continuous improvement, team-building, sales enablement, and operational efficiencies.

    Bio

    Experience

    Jan 2022 – Present

    Vice President of Americas, Sales Support

    Leads a global sales support team with 36 direct and indirect reports in 5 countries, covering customer service, customer retention, presales engineering, and post-sales technical support for a premier network monitoring organization that offers solutions to businesses across industries and sizes. Successfully onboarded, satisfied, and expanded the accounts for 500,000 global users. Defines and tracks KPIs and OKRs, develops and implements strategic plans and initiatives, ensuring alignment with company goals.

    • Created a new (TAM) Technical Account Manager position that contacts ~ 180 customer’s technical contact quarterly, offering software education and facilitating retention and upgrades.

    Dec 2018 – Jan 2022

    Regional Manager, Technical Services Americas

    Directed the international Technical Services team supporting North and South America, encompassing 9 Presales Engineers and Post-Sales Technical Support Specialists in the US, Canada, and LATAM.

    • Crafted a plan and implemented a Phone Support pilot resulting in happy customers in the U.S. enterprise licenses becoming a valuable marketing tool with Zero cost.
    • Created a new Implementation Certification for 13 partners that facilitated implementing PRTG and offered it as a certification.
    • Built the LATAM Tech Support Team that streamlined into a multilingual team (English, Spanish, and Portuguese) covering 7 time zones for customers resolving issues within the working day.

    Aug 2016 – Dec 2018

    Senior Presales Engineer

    Coordinated the execution of strategic initiatives with various teams, including international presales, sales, marketing, customer service, and technical support, to assist the global sales teams in selling the portfolio of PRTG products and reaching goals. Promoted the products to prospective clients through online demonstrations, webinars, trade shows, and partner events.

    • Created over 15 short tutorial videos on camera available on the company website, with some translated into multiple languages. Received international recognition and positive feedback from customers for the helpfulness of the videos.

    Mar 2012 – Aug 2016

    Product Specialist, Presales Engineer

    Assisted the sales team with closing deals by performing presales activities such as onsite and virtual software demonstrations with prospective clients, proofs-of-concept, and technical presentations at trade shows on Password and Software Deployment products for leading password management and authentication vendor.

    • Developed the product story for the Beta Test Team, trained global product specialists in over 50 countries, participated in joint presentations at customer technology symposiums, and was named the Chief Engineer to demo Microsoft Ignite.
    • Worked with a colleague in Sweden to create the first-ever series of Getting Started webinars to empower customers in a self-service training environment.

    Sep 2009 – Mar 2012

    IS Manager

    Controlled the Active Directory Domain for the US region of a project and program management consultancy based in London, England. Partnered with the United Kingdom-based global domain administrators to maintain the directory infrastructure.

    • Implemented a cloud-based backup system for 13 locations in the U.S. that pivoted away from backup tapes and enabled quick server restoration.
    • Collaborated with the U.K. home office and Atkins IT staff to re-IP address the network, set up DNS application relays and tests, and streamlined the 11-office consolidation plan execution within four months.
    • Ensured all service tickets were resolved according to service level agreements (SLA) by managing service desk technicians’ operations and day-to-day activities for the US Service Desk.
    • Served as US representative and approver on the Global Change Control Board; contributed to global discussions and projects with Group Information Security members based at headquarters.
    • Maintained all US Windows infrastructure, new technology implementations, upgrades, and server security.

    Jun 2004 – Mar 2009

    Active Directory Systems Engineer

    Maintained a 60,000-object active directory globally.

    • Engineered a build for a virtual parent domain controller that enabled connectivity during a network outage with zero access delay for over 50 field locations.

    Results

    Drove customer growth, adoption, and satisfaction by mobilizing global sales support teams in 5 countries

    Recognized as the 2022 Woman of the Channel for expertise in continuous improvement, team-building, sales enablement, and operational efficiencies. Nominated for 2023.

    Built pioneer professional services post-sales model for the region after identifying an installation gap in Direct Sales.

    Expertise

    • Customer Growth & Retention
    • Sales Enablement
    • Global People Leadership Development
    • Presales Engineering
    • Customer Success
    • Global Team Leadership
    • Post Sales Technical Support
    • Client Engagement
    • Project Management
    • Process Management & Improvement
    • Strategic Planning & Execution
    • Change Management
    • Data-Driven Decision Making
    • Continuous Improvement
    • User Requirement Identification
    • Public Speaking
    • Customer Journey
    • Event Planning & Execution

    MEET HEATHER

    Education

    Master of Science (MS)
    Information Systems
    Bachelor of Science (BS)
    Information Systems

    Q&A

    What is your greatest accomplishment?

    Last December, I hiked Volcano Acatenago in Guatemala. It took every ounce of strength in me, both physically and mentally. Absolutely, the hardest thing I ever did, but I didn’t give up, and I made it to the top

    What are you working on right now?

    I’ve been studying Spanish for the last 4 years. The majority of my team is in Latin America. We do work in English, but I feel that to learn a language is to learn a culture, and it has brought me a greater understanding of my team members as well as made me closer to them.

    What are you passionate about?

    Experiencing other places especially places off the beaten path. It’s such a big world out there, and I want to get to know it. A majority of my closest friends are from other countries.

    Do you have a favorite season?

    Since I live in Pennsylvania, I love the fall. The crisp cool air is energizing, and the changing colors are a feeling of excitement looking towards the holidays to come.

    What life circumstance has most shaped your world view?

    I have had the privilege to work for international companies, which has allowed me to travel and experience different continents, cultures, and amazing people all over the world.

    If you were an action figure, what accessories would you be sold with?

    My passport – without that, I couldn’t leave the country and enter another!

    INTERESTS & HOBBIES

    Formula One Racing

    Walking

    Pokemon Go