Experience

Atlas Networks

• United States
• Telecommunications
• 1 - 100 Employee

• Director of Customer Experience

  • Aug 2021 - Aug 2022

  Seattle



React Mobile

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jan 2020 - May 2021

  Greater Seattle Area Driving current and future customer growth by managing relationships related to onboarding and implementation of new accounts. Growing revenue and customer satisfaction with existing accounts by conducting product adoption health checks and deployment of new features to ensure maximum business value. • Developed customer onboarding process working with the operations team to ensure successful implementations • Created customer-facing support channel using existing company-owned tools… Show more Driving current and future customer growth by managing relationships related to onboarding and implementation of new accounts. Growing revenue and customer satisfaction with existing accounts by conducting product adoption health checks and deployment of new features to ensure maximum business value. • Developed customer onboarding process working with the operations team to ensure successful implementations • Created customer-facing support channel using existing company-owned tools like Jira and Confluence • Became product expert to resolve pre and post-deployment issues related to in-field technology complications • Delivered on the company’s initiative to strive to exceed customers expectations with every interaction • Developed and launched account review program to ensure compliance and usage was measurable and actionable • Conducted customer review calls documenting usage patterns and established goals for a 30/60/90 plan • Collected and analyzed data on the effectiveness of program implementations and advised on customer needs • Key player in launching and improving new technology deployments like Smartsheet, Trillo, and HubSpot Show less



PartnerTap

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Head of Customer Success

  • Aug 2019 - Jan 2020

  Greater Seattle Area PartnerTap makes the jobs of salespeople easier and more lucrative. PartnerTap comes with pre-built salesforce.com integration, leaving the data entry to us. By connecting with your partners your sales network starts to work for you. Partnering with smart data is what we do. You'll always know what accounts you have in common with your partners making lead sharing habitual. Becoming a PartnerTap user is simple, you invite your partners, we provide the automation, you close more business



Oracle

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager, Technical Customer Support, CRM

  • Mar 2011 - Dec 2018

  Greater Seattle Area Continued management of ATG’s global Technical Support team providing 24x7x365 support for Cloud products like Live Chat, Email, and Click to Call. Assigned additional product of Proactive AI engine. Exceeded team SLA standards 27 qtrs. • Recruit, develop, and train team members in effective customer support practices and procedures • Manage support delivery through multiple channels; e.g. CRM tools, live chat, telephone, and email • Promote retention and renewals from key enterprise… Show more Continued management of ATG’s global Technical Support team providing 24x7x365 support for Cloud products like Live Chat, Email, and Click to Call. Assigned additional product of Proactive AI engine. Exceeded team SLA standards 27 qtrs. • Recruit, develop, and train team members in effective customer support practices and procedures • Manage support delivery through multiple channels; e.g. CRM tools, live chat, telephone, and email • Promote retention and renewals from key enterprise clients such as Nordstrom, Macys, Intuit, Dell and Allstate • Compose and deliver all customer-facing communications related to critical issues and product launches • Worked closely to ensure customers understood new product features and advised on their deployment • Enforce company objectives and manage individual and team performance to meet SLA targets • Collaborate on high-profile quarterly product releases with Operations, QA, and Development department peers • Supply customer advocacy feedback to help resolve existing bugs/issues and drive future product development • Managed schedules of team members to meet company’s 24x7 365 requirements for product support coverage • Serve as top escalation point for customer complaints; handle conflicts with grace, empathy, and professionalism • History of outstanding performance reviews, including 7 straight years of "Exceeds Expectations" ratings Show less



Art Technology Group

• United States
• Software Development
• 500 - 600 Employee

• Director, Technical Customer Support

  • Jan 2010 - Mar 2011

  Greater Seattle Area Following instrumental role in positioning prior company (InstantService) for acquisition, retained by the new ownership firm, ATG, to continue leading the customer service function and managing a 11-member support team. • Led formation of a new centralized Customer Service team, integrating staff from three SaaS organizations • Designed new billing/support tools and seamlessly migrated InstantService customers to the new ATG platform • Expanded Support Team capabilities on a global… Show more Following instrumental role in positioning prior company (InstantService) for acquisition, retained by the new ownership firm, ATG, to continue leading the customer service function and managing a 11-member support team. • Led formation of a new centralized Customer Service team, integrating staff from three SaaS organizations • Designed new billing/support tools and seamlessly migrated InstantService customers to the new ATG platform • Expanded Support Team capabilities on a global basis through a series of key hires in Europe and Asia • Worked closely with Development, Operations and Product Management to build out a new Cloud solution • Drove continuous improvement to the company’s chat support tool based on analysis of customer feedback data • Acted as the customer advocate to develop a new proactive engagement tool for chat and marketing Show less



InstantService

• Software Development
• 1 - 100 Employee

• Vice President of Customer Relations

  • Mar 2000 - Jan 2010

  Seattle Joined this innovative chat communications platform/company as employee #35, helping pioneer a brand-new (at the time) concept of chat-based support that was initially met with great skepticism from both individual and enterprise customers • Wore an extensive array of hats, adapting to new challenges to support corporate growth from $150K to $1.5M • Administered service contracts, assisted CFO with pricing strategies, and created monthly billing for customers • Managed the production… Show more Joined this innovative chat communications platform/company as employee #35, helping pioneer a brand-new (at the time) concept of chat-based support that was initially met with great skepticism from both individual and enterprise customers • Wore an extensive array of hats, adapting to new challenges to support corporate growth from $150K to $1.5M • Administered service contracts, assisted CFO with pricing strategies, and created monthly billing for customers • Managed the production of all corporate communications, including press releases and print collateral • Designed and implemented innovative SaaS-based marketing campaigns to promote new customer acquisition • Performed sales enablement functions, traveling with the Sales team to conduct product demonstrations • Led high-volume hiring efforts, conducting interviews and leading new hire orientation and training programs • Facilitated weekly IT support meetings and held ownership of customer care and technical support departments Show less