Andrew Soderberg Email & Phone Number

San Marcos, Ca, Us

Soderberg Consulting provides comprehensive web accessibility and internet services, including WCAG 2.1 accessibility audits and remediation, as well as UX/UI best practices and information architecture development. We offer content management administration services to colleges, universities, and business clients. With 24 years of experience building accessible enterprise and institutional websites, and 20 years specializing in Section 508 and WCAG-compliant consulting, training, auditing, and remediation, we have supported numerous organizations in enhancing their digital accessibility. Clients include IBM, HP, Quantum, Eastern Florida State College, MIT, and San Antonio College, among many others.Specializing in higher education, with dozens of successful college and university website redesigns and implementations, our team members have also built hundreds of corporate websites over the past 25 years. Expertise in UI/UX, information architecture, and content management professional services (OmniUpdate's OU Campus, WordPress, SharePoint, Drupal, Joomla, Apache, and others). Accessibility testing tools including Siteimprove, Monsido, Powermapper. and Compliance Sheriff.Zendesk Support ticketing administration expertise as well as implementation best practices, setup, and configuration of support forms, knowledgeable, portal customizations, Explore analytics, agent and admin training and customer support strategies.Training is available to provide your staff with the skills needed to maintain web accessibility compliance. Remote webmaster services, augmenting your current webmaster, or provide complete website maintenance and CMS server management are also available.

Florida, Us

Get Staffed Up is a virtual staffing provider of remote administrative & marketing staff for law firms in North America.As the first C-suite executive at Get Staffed Up, I was responsible for overseeing all customer success and support functions, managing the client onboarding process, staff training, upselling, and churn prevention. This included effectively supporting over 600 administrative and marketing staff placed with leading U.S. law firms. I led the development and expansion of a global team, recruiting and training talent across South America, Africa, and the Asia-Pacific region. I also created and directed strategies, goals, and processes for staff onboarding, client support services, and customer success teams.• Business Process Development: Designed and implemented business processes for three core teams—admin staff onboarding and training, client onboarding, and client support—while training Director and Manager-level leaders to execute these strategies. This resulted in reduced churn, improved client • Department Reorganization: Restructured departments and management teams to better align with corporate objectives, driving operational efficiency and goal attainment.• Process Documentation & Knowledge Base: Partnered with department leaders to create and document all team processes, ensuring consistent remote staff and client engagement. Developed the company’s knowledge base to enhance staff training and process execution.• Customer Outreach Best Practices: Defined best practices and trained a team of 35 in customer outreach, focusing on improving remote staff engagement. Introduced and directed new retention strategies, including Quarterly Business Reviews and client health check-ins.

Ballerup, Capital Region, Dk

Monsido is the leading provider of web accessibility, content quality assurance, data privacy, and performance tools.As Monsido’s first executive in charge of customer, reseller, & partner success, I oversaw onboarding, training, product adoption, upselling, and churn prevention, ensuring clients’ websites met accessibility compliance and web governance requirements. I successfully built and developed three global teams, recruiting and training staff across the U.S., Denmark, and Australia.• Strategic Growth: Implemented best-in-class training, support, and customer success processes, driving a 250% increase in upsell revenue over the 2021 forecast in just the first three quarters. Improved year-over-year retention from 90% to 98%.• Knowledge Base Expansion: Revamped the knowledge base workflow, doubling the number of articles from 75 to over 150 within six months, enhancing customer self-service options.• Customer Engagement & Retention: Defined and executed customer outreach processes that boosted product engagement by introducing QBRs, health checks, and new retention strategies, leading to a 40% reduction in churn compared to 2021 forecasts.• CSAT Improvement: Increased customer satisfaction (CSAT) from 90% to +97% by setting clear objectives, training teams, & improving support response times.• Onboarding & Self-Help Efficiency: Developed and implemented streamlined communication processes for new customer onboarding. Trained teams to encourage customers to utilize the knowledge base, increasing self-help usage and improving satisfaction while reducing support workloads.• Post M&A Integration: As part of the senior management team, I led the successful integration of operations across three companies. Streamlined customer-facing teams & unified interdepartmental processes for customer success and support. Delivered clear, effective communications to the combined customer base, ensuring a smooth transition with no impact on customer satisfaction.

San Diego, Ca, Us

Global leader of customer technical support, I was responsible for delivering seamless support to clients ranging from regional telcos to major international tier-one satellite and cable operators. I oversaw technical support for our product and service lines worldwide, ensuring customer issues were resolved swiftly and professionally within stringent SLA agreements.Directed 4 teams of 30 support engineers across AMER & LATAM, EMEA, & APAC providing 24/7/365 support globally.Achieved 600% ROI over 5 years by transitioning from Salesforce cases to the Zendesk Support Suite, reducing backlog and significantly boosting team performance, validated by IDC Research.Revamped KB, increase articles by 200% to over 1,500 within 12 months, compared to 4 years for the initial 500.Cultivated key customer relationships & negotiated support contracts generating over $10 million in ARR.Coached & mentored teams on best practices, leading to a 50% increase in performance over 12 months, offsetting a 50% increase in ticket volume without additional headcount.Elevated CSAT from 80-84% to over 99% throughout 2020 by defining clear objectives, training teams, & best-in-class tools.Developed an online Customer Care Kit to streamline onboarding and support orientation, increasing self-help utilization & boosting customer satisfaction.Mentored & trained support engineers on case handling best practices , fostering continuous improvement.Analyzed & prioritized ticket traffic between customers and support engineers, ensuring customer satisfaction and mentoring teams on improvement areas.Strengthened cross-departmental relationships, significantly improving engineering response times to escalated issues.Monitored department metrics daily, developed KPIs, & implemented a live dashboard to showcase performance metrics in real time.Department improvements contributed to winning four International Stevie Awards for Excellence in Customer Service in 2020 (1 Gold, 2 Silver, 1 Bronze).

Camarillo, Ca, Us

OmniUpdate is the largest SaaS enterprise web content management software provider to higher education institutions.Built and led a cross-functional Customer Success department, comprising Professional Services, Training, and Technical Support teams, while also providing direct consulting on content strategy, web accessibility, information architecture, and content migration to hundreds of college and university clients. As a member of the Executive Team, played a key role in shaping the five-year strategic plan.• Department Leadership & Growth: Founded the Customer Success department, scaling the team from 4 to 31 staff, a nearly 8-fold increase over six years. Designed, implemented onboarding, & project processes for hundreds of clients, generating over $7M in annual maintenance & support (M&S) revenue, representing 30% of total company revenue.• Multichannel Support Services: Launched a comprehensive suite of multichannel support services, including social media engagement, feedback forums, a web-based knowledge base, and self-service help desk options, enhancing customer interaction and satisfaction.• Operational Efficiency: Implemented new project tracking software for professional services, and trained teams in best practices. Reduced project delivery times by 30%, while improving customer satisfaction and profitability.• Data-Driven Improvements: Analyzed KPIs daily to drive process improvements, boosting monthly customer satisfaction scores from the low 90s (2012-2013) to consistently 99% or higher (2014-2016), with annual churn rates below 2%. Achieved Net Promoter Scores (NPS) above 50 in Q4 2015 and Q1 2016.• Customer-Centric Culture: Fostered a “customer-first” culture within a rapidly growing organization, contributing to the international recognition of the Customer Success teams, which earned five Stevie Awards for Excellence in Customer Service over three consecutive years.

La Crosse, Wi, Us

Interact Communications is a research and marcom company serving two-year colleges nationwide.Following the merger with Merlin Media, I assumed the role of Vice President of Web Services, overseeing strategic planning, web accessibility, information architecture, and CMS research for higher education institutions. Led a cross-functional team of 15+ offsite contractors, managing web design and development efforts.• Revenue Growth: Negotiated and secured over $1M in web development contracts annually from colleges and universities.• CMS Research & Implementation: Conducted comprehensive CMS product research and analysis, defined RFP requirements, and developed custom implementation processes for clients with multi-year budgets exceeding $200K.• Information Architecture & Design: Led the development of information architecture, template design, and training programs for all college client websites, ensuring seamless integration and user experience.• Consulting Expertise: Provided CMS strategy, review, and evaluation consulting to all higher education clients, tailoring solutions to meet their unique needs.

Merlin Media Inc. was a successful Silicon Valley creative consulting and services agency providing web design/development, video production and interactive media products.Founded and grew a successful multimedia development company serving Silicon Valley by leveraging vision and entrepreneurial drive to capitalize on emerging web opportunities. Expanded operations to a large contractor base and a team of 12, catering to both domestic and international clients. Successfully merged the company with Interact Communications in 2006.• Apple Project: Created a 40-station interactive computer and video experience for Apple’s 2,700 square foot pavilion at Disney’s Epcot Center, attracting over 1 million visitors.• Revenue Growth: Scaled Merlin Media to over $2 million in annual revenue, acquiring 40–50 new clients and delivering 100–150 projects annually, including work with 20 higher education institutions.• International Projects: Designed and implemented interactive video teaching DVDs for King Faisal Hospital in Riyadh, Saudi Arabia, including providing onsite video interview services.• Resilience through Market Changes: Navigated the “dot-com” bust by shifting focus from high-tech clients to higher education, sustaining business growth during economic downturns.• Multimedia Innovation: Pioneered the development of multimedia products and interactive CD/DVDs, scripting and producing numerous corporate product and informational videos.• Published Author: Authored Desktop Video Studio, published by Random House in 1995.• Industry Recognition: Named one of the “Top 100 Multimedia Producers” by Video and Multimedia Producer Magazine.

Cupertino, California, Us

Hardware Evangelist (technology & business consultant) for Apple’s leading edge QuickTime (digital video) and Firewire (peripheral interface) technologies responsible for developing 3rd party products. • Created & negotiated technology partnerships with over 100 software and hardware companies worldwide.• Provided technology consulting to help vendors develop hundreds of QuickTime compatible hardware products.• Provided technology consulting to help vendors develop dozens of 660 & 840 AV Macintosh compatible hardware products and peripherals.

Advanced Coursework: Computer Science, Biology, French

Advanced Coursework: Computer Science