Experience

MCO (MyComplianceOffice)

• United States
• Software Development
• 100 - 200 Employee

• Global Client Support Team Manager

  • Nov 2020 - Present

  Hudson, New York, United States, Remote → Manages a diverse global support team and ensures all team members adhere to company standards for efficient and complete customer satisfaction. → Sustaining a team C-SAT score of 99% with many individual team members maintaining 100% for several rolling months. → Encourages team members to reach their maximum potential by creating meaningful interpersonal cross-team relationships with an emphasis on taking pride in their responsibilities, finding & executing solutions, and the… Show more → Manages a diverse global support team and ensures all team members adhere to company standards for efficient and complete customer satisfaction. → Sustaining a team C-SAT score of 99% with many individual team members maintaining 100% for several rolling months. → Encourages team members to reach their maximum potential by creating meaningful interpersonal cross-team relationships with an emphasis on taking pride in their responsibilities, finding & executing solutions, and the importance of continual education. → Optimize existing processes while also identifying and implementing new company standards in client retention, resolution, best practices, and team goals. → Evaluates and improves tutorials and other communication infrastructure. → Serves as scrum master for issues that seek resolution of which rely on cross-team interactions and contributions. Expert with Microsoft Office Suite | Advanced Zen Desk, JIRA, StrikeDeck

• Global Customer Success/Experience Manager

  • Mar 2020 - Nov 2020

  Hudson, New York, United States, Remote → CSM accountable for over 40 high-touch, mid-tier clients with a combined ARR of over $2M. → Increased NPS score 60 points within assigned book of business, contributing to a new, overall high-record score company wide. → 100% client retention rate, contributing to a 97% retention rate company wide. → Responsible for clients' growth and success via comprehensive and bespoke account leadership. → Conducted regular weekly, monthly, and/or quarterly meetings with the client's… Show more → CSM accountable for over 40 high-touch, mid-tier clients with a combined ARR of over $2M. → Increased NPS score 60 points within assigned book of business, contributing to a new, overall high-record score company wide. → 100% client retention rate, contributing to a 97% retention rate company wide. → Responsible for clients' growth and success via comprehensive and bespoke account leadership. → Conducted regular weekly, monthly, and/or quarterly meetings with the client's executive team to strategically align with their organization goals. → Second team member in a newly-formed department who provided input in department goals, processes, and company wide initiatives for client customer success.

• Senior Customer Support Executive

  • Sep 2014 - Mar 2020

  Hudson, New York, United States, Remote → Performed advanced customer service solutions for SaaS platform focused on Financial Industries and Compliance. → Responsible for product demonstration, implementation, providing technical advice, counsel and expertise for over 400 clients. → Transitioned new clients seamlessly into expertly using and maintaining their individual platforms while providing sophisticated support for complex or recurring issues. → Served as an escalation point of contact and independently resolved… Show more → Performed advanced customer service solutions for SaaS platform focused on Financial Industries and Compliance. → Responsible for product demonstration, implementation, providing technical advice, counsel and expertise for over 400 clients. → Transitioned new clients seamlessly into expertly using and maintaining their individual platforms while providing sophisticated support for complex or recurring issues. → Served as an escalation point of contact and independently resolved challenges regarding implementation and production support issues raised by staff and/or clients. → Created, maintained, and adjusted project scopes for multiple clients at tandem while providing up-to-date projections and expectations. → Played a key role in developing strong client relationships that has seen MCO grow to become a trusted advisor in maintaining current trading regulations imposed by Federal guidelines. →Received several company accolades stemming from outstanding client support, minimizing churn, and maintaining a "client-first" mindset in all situations. TerraNua and MyComplianceOffice (MCO) has been supplying a range of Governance, Risk and Compliance IT solutions to a range of large and small financial services and corporate clients. MCO is a global leader in the delivery of integrated compliance and risk solutions including Employee Code of Conduct and Third Party Vendor Risk Management.