Aaron Buffington Email & Phone Number

Fargo, Nd, Us

Redmond, Washington, Us

Developed a reimagined North Star customer experience for our top 500 customers.Program management and leadership of program team focused on Customer Experience research and design and Product Management.Understanding the existing experience, map and gap analysis, developing next generation experience through the incorporation of feedback from customers, internal teams, industry research using a data driven approach.Delivered an updated North Star Experience Roadmap, Detailed Customer Personas, and Blueprints for implementation.Drove improved customer experience through the alignment of technical support Severity levels across the Customer Perspective, Technical Support, and Product Engineering.Led a team of Customer Experience researchers, Product Management, Technical Support Management, and Content developers to understand the top customer pain points, develop a gap analysis and delivered a Roadmap and Blueprint for improvement.Implemented the first phase of Customer Portal UX updates for Severity.Managed the Partner Technical Support Planning team during the manager’s leave. Driving daily operations and program work that improved Partner documentation and launched technical support webinars on YouTube with resulted in the improved user experience of our partners.

Redmond, Washington, Us

Delivered impactful user experience changes to the permissions and access model for our Cloud Solution ProvidersWorked across Engineering, Technical Support, and directly with Partner to drive changes to our Granular Permissions, Delegated Permissions, and content.Cloud Solution Providers, our fastest growing partner segment, now have the capabilities to manage their customers’ environments in a manner that meets the needs of both Partners and Customers.Led changes to our Customer Support CRM systems to support real world Partner Support business scenarios.Conducted process analysis, interviews, and gap analysis to identify requirements.Drove requirement prioritization and change into the CRM support tools resulting in fewer Partner and Technical support escalations.

Redmond, Washington, Us

Responsible for the SharePoint and OneDrive top technical support issue improvement process driving cost reductions and volume deflection.Led strategic, cross boundary projects. Automated Top Issues reporting, Communications and reporting rigor.Drove Supportability engagement with Engineering to help deliver specific improvements based on top support cost, volume, and CPE drivers. Apply project management rigor to the process.Cross Group Collaboration to drive service and process improvements, including but not limited to Engineering, Marketing, Global Service Delivery Team, Content and Readiness Teams.Managed a direct report for a six-month term as the scope and volume of our work expanded.Managed a team of vendor Product Feedback Analysts who were responsible for reviewing and coding SRs for analysis purposes.

Redmond, Washington, Us

Primary responsibilities included project managing Dev and Test resources, managing project scope and schedule, risk management and mitigation, and stakeholder management.

Redmond, Washington, Us

Our goal at Professionally Paired is to bring together Nonprofits with local Professionals for skilled volunteer opportunities.

Fargo, Nd, Us

Leadership Fargo Moorhead West Fargo (LFMWF) is a 10-month program centered on cultivating 40 leaders each year through community exploration and leadership development. The program is designed to expose existing and emerging community leaders to the issues that face our region while simultaneously strengthening skills though professional development and civic engagement. LFMWF strives to provide a broad experience to participants by covering topics like education, the non-profit landscape, city planning, innovation, entrepreneurship, communication, leadership skill development, legislative issues and much more. Our graduates have gained the skills and the in-depth understanding needed to be successful business and community leaders.