Andy Troxel Email & Phone Number

Indianapolis, In, Us

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Indianapolis, Indiana Area

I brought visibility to the customer base.Welcomed with open arms, I returned to the organization that was once Steadyserv Technologies, this time within the executive leadership team. Championing fulfillment, installation, adoption, client success, and support functions for the startup, in my first 60 days, I gave the customer success managers a clear (and uniform) directive for customer training. This led to fewer customer touchpoints needed to learn the software, cleaner data, and happier customers (with less churn).It became the organization’s internal training program which highlighted the why behind each aspect of the training with scripts, demonstrations, videos, all within a learning management solution.Overseeing high-profile, strategic pilots was one of my favorite parts of the role. From Denmark to Indianapolis, I worked with key stakeholders at corporate and store levels to implement mobile and software adoption. Proactive during these 3–5-month stints, I anticipated issues (and fixed them) for a seamless customer experience.I am most proud of the quality of service and 100% customer retention rate while the organization endured chapter 11 bankruptcy. I attribute much of this success to the from-scratch CRM build (that I independently created) and later HubSpot CRM implementation which exceeded KPIs and boosted internal work efficiencies.⎼ Impacted by company restructure, my time in this role ended as of February 2021.

Indianapolis, Indiana Area

From antiquated systems to an online solution, I optimized healthcare operations through CRM builds and automation.From a tedious and manual process to an automated, sleek solution, I worked with large hospital systems and laboratory executives for a streamlined experience in this role. Each client requiring a unique platform with multiple solutions, I worked on eight complex accounts seeing one comprehensive CRM implementation from start to finish.A natural eye for process improvements, I revolutionized how the Client Success department generated visibility to client milestones, escalations and status updates to stakeholders. Leveraging Trello for a project management redesign, I single-handedly eliminated unnecessary meetings and checkpoints for the team.I attribute much of my sales and pipeline mastery from this role as well as the deep importance of understanding client needs.

Customers need to be heard. I spent my first three months in the role doing just that - Listening to customers. I acted as the startup’s first feedback loop informing leadership of necessary product improvements for customer retention. During a time of rapid company growth, I held over half of the client accounts on the four-member customer success management team in emerging international markets, national accounts and strategic pilots.Onboarding close to 200 clients in four countries and close to half of the U.S. during my tenure, I drove product adoption by developing client success communication plans and touchpoint maps. From the bartenders to CEOs and internal teams, I collaborated across disciplines and experience levels to drive mobile application and system hardware adoption.I’m most proud of my work as an account lead where a two-location client grew to 120 under contract.

Traveled to 15 countries across four continents

Product Manager for Q&A 311 solutions for government including New York City 311's virtual call center. Created processes for and managed Guide Recruitment & Training, Performance Management, and Quality Control. Scaled program to support exponential growth during crisis events including Hurricane Sandy and Hurricane Irene.Responsible for ChaCha’s Guide program of more than 60,000 independent contractors across the US.Project Manager for company wide quality initiative responsible for administrating JIRA, communicating across functional groups to develop innovative solutions, and creating reporting for executive management team.

Responsible for the administration of the Guide Quality process including monitoring progress on a daily basis and communicating with Guides. Interacted directly with Customer support CRM system including issue entry, tracking, and resolution, including timely customer communication, metric tracking for management, and escalation process. Managed team of 8 independent contractors.