Director, Application Support & Consulting

• Aug 2022 - Present

Product Application Manager at Ware2Go

• Feb 2021 - Oct 2022

Sr. Customer Care Manager

• Feb 2020 - Oct 2020

• Assess and evaluate customer service performance, establish standards, and facilitate improvement throughout the organization • Works collaboratively with other departments, maintaining open and active communication for the purpose of ensuring effective client relationships, support of company directives and policies and leveraging of technologies in order to enhance overall company performance. • Responsible for visioning and setting the culture of customer care teams. Coach and motivate the employees in the department and the overall organization. • Promote high performing teams that set goals and constantly look to improve. • Utilize strong reporting and analytics to understand the business and look for way to improve efficiencies, cut cost and generate revenue. • Prepare weekly, monthly, and quarterly reports for executive management. Show less

Head of Customer Success

• Mar 2018 - Feb 2020

• Set strategy and goals for the Customer Success team and manage the team to meet and exceed these goals through a continual improvement methodology • Define the metrics and success criteria for our Customer Success function, owning outcomes inclusive of Customer Satisfaction, increased adoption and renewals and operational efficiency • Develop success plans for customers that outline their desired outcomes, critical success factors, metrics for success, potential issues, and recommendations • Lead change initiatives, develop staffing plan, and identify, implement, and manage tools related to superior customer services • Build strong relationships with Senior Executives • Develop processes and playbooks that will delight customers in a repeatable and scalable way • Be the voice of the customer within the company to influence product direction and other strategic decisions • Collaborate across the organization with Sales, Marketing, Product, and Engineering to address key churn risks and increase customer retention and satisfaction Show less

Customer Success Manager

• Mar 2017 - Oct 2018

• Lead a team of Incident & Crisis Managers responsible for engaging and prioritizing key stakeholder participants in Major Incident (MI) related activities • Manage resource scheduling to ensure continuous MI and Crisis event handling coverage globally • Ensure team resources & capabilities are consistent with Service-wide vision, and that business metrics are embodied in the design • Establish & maintain a culture of quality & accountability through KPI measurements, data reporting, and service objective alignment Show less

Customer Success Payments Supervisor

• Oct 2016 - Mar 2017

• Timely and accurate completion of Incident records; including thorough documentation of timeline of events, outcomes and next steps • Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the team(s) • Accurately auditing Incidents classifications for categorization, prioritization, and related configurations and other required data fields (i.e • Changes, Problems, Knowledge Articles, Known Errors, etc.) • Participate in cross-functional post incident process reviews to ensure continuous improvement of operations and execution • Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Sales Leadership, etc • To ensure alignment across the business • Document all Incidents and issues encountered during the shift in preparation for shift turnover reports • Handle ad hoc requests and take on new procedures as required • Assists in other areas of the department and company as necessary Show less

Customer Success Implementation Lead

• Nov 2015 - Oct 2016

• Apply customer-driven design principles to solve client challenges • Gather client system requirements from existing documentation, client interviews, and workshops • Perform gap analyses and recommend solutions • Map client requirements with CRM application functionality • Document and implement requirements, business processes, and design/develop screen mockups and detailed process flows • Configure and implement the enterprise CRM solution at the customer site based on their requirements and recommendations from you and the implementation team Show less

IT Technical Support Call Center Lead

• Dec 2014 - Nov 2015

• Identify risks to the customer achieving their stated business goals and match surfaced performance improvement opportunities to mitigate risks to stated goals • Gather and understand user feedback on new and existing product features and synthesize that feedback to the product team • Advocate for enhancements internally and communicate expectations externally to customers • Partner with the Senior Customer Success Managers to be responsible for customer satisfaction and retention by anticipating needs, resolving issues, empowering the optimized use of the platform, and communicating new enhancements and solutions • Prioritize and surface issues to Senior Customer Success Managers that may lead to client attrition risk Show less

Customer Success Analyst

• May 2013 - Dec 2014

Talks to customers over the phone, email, online chat or social media to resolve their questions or concernsMaintains and updates customer information as necessaryCalmly attempts to resolve and de-escalate any issuesEscalates calls to supervisor when necessary and appropriateResponds to requests for assistance and/or possible processing of credit card authorizationsTracks call-related information for auditing and reporting purposesProvides feedback reports on call issues related to downtime and/or training issuesUpsells to customers as necessaryProvide and work on SQL scripts, embedded reports, and other tools with and within the software to resolve customer issues and requests. Show less