Adam Moss Email & Phone Number

Yucca Valley, California, United States

Seattle, Washington, United States

Revamped customer support and success platform with cutting-edge strategies. Streamlined support operations by transitioning from email-based to a contemporary process, integrating industry best practices for enhanced efficiency and satisfaction

Seattle, Washington, United States

Seattle, Washington, United States

Implementation and modernization of company processes, procedures, software, tools, and documentation inclusive to Customer Support and Customer Success to ensure high levels of customer satisfaction while vastly increasing scalability. Responsibilities:Accountable for entire Customer Support and Success ProcessesDefine key performance indicators (KPIs) and report to stakeholdersReview KPIs and ensure that they meet business goals.Design, document, review, and improve processes.Establish continuous service improvement (CSI) wherein the procedures, policies, roles, technology, and other aspects of the Support and Success management process are reviewed and improved upon.Remain updated on industry best practices.Design, implement, and document industry-leading scalable processes for Customer Support, Success, Incident Management, Sales/Marketing, and Internal Operations. Ground-up design, implementation, and administration of Atlassian Product Suite for Company Operations.Customer-facing request portal with high-value information on request status, steps, and escalations. Request capture forms with variable fields based on request types, asking for the correct information upfront to speed resolution of the request. Special handling of high-value client requests based on multiple service categories.Design and administration of internal request portal where agents view requests and respond to customers. Implementation of automation and workflows to ensure high efficacy and accuracy of responses while improving key performance indicators. AI-assisted customer and agent sentiment tracking.

Seattle, Washington, United States

Collaborate and Advise directly with Sales, Engineering, Product, and Customer resources ensuring that our platform is a fit for the prospect by understanding their business objectives and goals.Design, implement and document automated customer onboarding processes for various customer types and feature sets. Integration of various previously un-integrated systems, platforms, and tools to reduce manual work and human error.Design, implement, document and execute on from scratch Proof of Concept Program for Enterprise customers resulting in a highly scalable and repeatable process that builds upon previous PoC's to more efficiently run future engagements. Administrate and overhaul existing Customer Relationship Management processes and software to vastly improve the efficiency of sales representatives with customized automation to minimize manual work and ensure high data quality and reliability. Cleanup and Migration of data between systems.Administration and updates to WordPress-based marketing sites for existing and upcoming rebranding.Implement and Administrate cloud-based document templates for various functions such as NDA's, Proposals, Proof of Concepts, etc, to decrease manual work of sales representatives.

Seattle, Washington, United States

Design, implementation, and administration of On-Call alerting and monitoring for mission-critical systems, services, and early warning alerts. Working closely with product engineers and architects to define, classify, and catalog all platform services.Train others in the industry best practices for incident management through documentation, playbook, and easy-to-use communication tools and templates. Demonstrate the value of a well-defined incident management process.Responsibilities:The primary point of contactGaining an accurate understanding of the incident, or focus the group discussion on gaining an accurate understanding.The goal is not to get everyone thinking alike; the goal is to get everyone thinking in the same direction.Ensure smooth collaboration between stakeholdersEngage any appropriate resources based on ongoing information gathering.Developing an action plan based on information gathered from internal and external resources.Clear and concise communication across the various resources involved in the incident.Providing information to key stakeholders (executives, customers, vendors, etc.) in a timely manner.Focused on moving the incident toward resolution in safe and timely mannerLead post mortem activities and document result, follow up on action items.

Seattle, Washington, United States

Act as the primary point of contact for high-value enterprise customers, and internal "Voice of the Customer". Foster a strongly collaborative relationship to facilitate becoming a trusted advisor and subject matter expert on the customer's business. Meet regularly with clients to review all facets of our companies collaboratively business goals and objectives. Understand, document, and communicate customer feedback to relevant internal stakeholders in Product Management, Engineering, and Executive teams.Implement leading indicators based on various datasets encompassing platform usage and engagement with services to help predict growth and prevent churn.

Seattle, Washington, United States

Primary Process Engineer/Architect for varied company operations and projects, including engineering, support, product management, sales and marketing, and customer success as a member of an agile team comprised of members varying experience level, skillsets, and backgrounds.Collaborate with various internal, external, and cross-team stakeholders to understand objectives, struggles, and roadblocks. Document and improve upon existing processes to achieve a holistic company view and improve communication, collaboration, and visibility. Measure and report on achievements, while becoming a trusted and valued asset to all stakeholders.

Implement a scalable and repeatable process for onboarding customers who are migrating or requiring new Short Codes for their Application/Platform. Responsible for entire process from customer interest in a short code, all the way through going live in production.

Responsible for working closely with Senior and Junior account executives in the pre-sales process to understand, document, and advise on customer pain-points, needs, and pathway to providing a successful solution via our CPaaS Platform

Worked closely with Sr. Product Manager and VP of Product to implement tracking and improvements to the product feedback process. Wrote user stories, documented customer feature requests, and bugs while communicating priority and severity with development teams.

Design, Implement, Track, and Report on process improvements in regards to Customer Success, Onboarding, and Support.

Palo Alto, California

Greater Seattle Area

-Develop and continually refine deep Flowroute product knowledge.-Conduct regular training sessions and rep evaluation, to assure the sales organization has a proficient understanding of the value proposition, how to position and sell the product, and how to leverage Flowroute’s edge in this space.-Provide informational Flowroute presentations and live software demonstrations.-Participate in functional and technical discovery sessions.-Lead whiteboarding sessions and/or work independently to map requirements to valid use cases that are addressed by Flowroute’s product capabilities.-Craft proposed Flowroute solution architectures that address customer requirements and fit appropriately into their technology environment.-Address competitive differentiation and technical objection-handling as needed.-Facilitate solution knowledge transfer to industry partners.-Support local marketing events and participate actively in the Flowroute Community.-Interact with current customers and prospects to define market requirements and new feature requests, ensure these are captured and communicated to the product team.-Provide business and technical support/leadership to the sales team-Work closely with product marketing to formulate value propositions and define go to market plan

Greater Seattle Area

Post-Sales:Manage all post-sales activity for Flowroute’s customers through strongrelationship-building, product knowledge, planning, and execution.Passionate and relentless about all elements of customer success.Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.Ensure that a plan is in place with each customer for deployment, change management, and adoption programs. Assists customers with best-practice recommendationsIncrease customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews.Track accounts to identify churn risk and work proactively to eliminate that risk.Work closely with the Product and Engineering on identification and tracking of enhancement requests and bugs.Function as the voice of the customer and provide internal feedback on how Flowroute can better serve them.Identifies areas for revenue expansion within assigned accountsPre-Sales:Demonstrate and present Flowroute’s products/services to prospects and customers, both on-site and remotely via webinar sessions.Willing to travel to visit prospects and customers, and to engage in onsite customer work where required.Should be able to eliminate sales obstacles using creative and adaptive approaches.Organized and analytical approach to growing adoption and awareness of Flowroute’s products and servicesComfortable creating custom collateral, documents, and artifacts – that are relevant for the account.Generate custom-tailored demos, based on customer needs highlighted in the discovery process.Maintain an advanced level of awareness of the market landscape and competitive solutions.

Seattle, Washington

Mentor new support engineers in technical knowledge and tech support best practicesProvide group and 1:1 technical assistance for difficult issuesWhen needed, participate in customer meetings and communicationsProactively review cases to identify potential blockers and make suggestions for progressingModel proper usage of processes and toolsEnsure the quality of issues reported to the engineering teamIdentify knowledge base areas that require improvements and lead implementation of improvementsUse metrics and experience to identify hot issues both for individual customers and for groups of customersChampion the implementation of support process and education changes to improve the customer experienceCoordinate the rollouts of new products within the support team Coordinate with the engineering and marketing teams on product improvements

Seattle, Washington

Assisted with the transition of Support team from traditional management structure to a self-managed agile structure as a part of a company initiative to implement a flatter hierarchy. Worked closely with my team to adjust to a manager free environment by integrating those traditional responsibilities into our team operations. New tasks for the team included recruitment, compensation adjustment, team dynamic problem-solving, and reporting to senior company leadership.Primary responsibilities were troubleshooting customer and carrier facing issues with VOIP/SIP communications, products, and services including:- Internal and external networking and firewalls- Extensive VOIP hardware and software devices, servers and PBX's- Complex and unique SIP communications troubleshooting with various tools- t.38 FaxingAdditionally providing support for all Flowroute non-VOIP products such as: - Number Management API- SMS API- Account Manager Portal- Numbering and Portability Process and Support

Greater Seattle Area

Hired to lead a team of 4 other support engineers. Meet weekly with team members one on one to determine common pain points and work to address them. In support of this along with colleagues from other teams assisted in designing and configuring a replacement ticketing system to integrate workflows of a newly created Numbering and Portability team while increasing the visibility of common customer issues through improved support process and data collection.Primary responsibilities were troubleshooting customer and carrier facing issues with VOIP/SIP communications, products, and services including:- Internal and external networking and firewalls- Extensive VOIP hardware and software devices, servers and PBX's- Complex and unique SIP communications troubleshooting with various tools- t.38 FaxingAdditionally providing support for all Flowroute non-VOIP products such as: - Number Management API- SMS API- Account Manager Portal- Numbering and Portability Process and SupportProjects:Replace aging Zen Desk ticketing system with Salesforce Desk.

Downtown Seattle

• Technical support of Nordstrom Applications, Systems and Employees• Tier 2 Support of Desktop software including SME of several products• Training of new and existing analysts on individual basis• Training overview and usage of new software in a classroom setting• Service Desk Incident Coordinator responsible for communication and coordination of widespread critical issues impacting the business• Windows 7 migration point of contact for entire Technology Support Services Organization.• Office Communicator to Lync upgrade project and SME with Windows Server Engineering• Oversaw implementation of innovative communication tools within the Service Desk• Implementation of process, hardware, and software solution for Service Desk work at home program• Part of internal hardware team responsible for inventory and upkeep of Service Desk assets

Downtown Seattle

Technical support of Nordstrom Applications, Systems and Employees

Bellevue Washington

• Provide support to Boeing employees worldwide.• Tier 2 support for Boeing Travel and Expense reporting system.• Tier 2 support for Boeing Mainframe(ES) applications.• Tier 2 support for Boeing Unix installations and applications.• Tier 2 support for Boeing Desktop hardware and software.• General User Application support.• Prioritized work from multiple queues based on business impact and customer need.• Provided credit card support to Boeing employees• Training of new Tier 1 analysts in a classroom setting

• Website Design and Development• Resolved software and hardware issues at client’s locations.• Built custom hardware systems tuned to client needs

• Performed diagnostics of software and hardware issues.• Carried out Virus and Spyware removal on customer equipment.• Provided computer sales support.

• Responsible for monitoring computer lab and assisting students.• Provided phone based computer and network support.• Provided on site computer and network support.

• Purchase and built computer equipment.• Installed computer Network.• Maintained computer network and Access database.

Computer Engineering

Diploma

Activities and Societies: Honor Roll, Advanced Placement English, Integrated Team AwardAP English Literature