Jenn Camia Grant, PMP is a Senior Program Manager in the Cisco Smart Web Technology Group. This team is responsible for the Support Site area on Cisco.com which attracts 4 million unique visitors monthly. Cisco customers solve four of five issues online – an industry-leading 83.8% annual support case deflection. Jenn has led successful KM initiatives involving the support tools, the software download experience, and the troubleshooting content on the Support Site. She led the development of the externalization process allowing Tech Zone content to be shared with Cisco customers. This process received the Customer Experience Recognition Award (CERA) in 2014. To date, the externalization process is credited with $40 million in cost savings from case deflection. Jenn also owns the automation and expansion of externalization in 2015. Jenn holds a B.S. in Foreign Service from Georgetown University and a Masters in Landscape Architecture from North Carolina State University.