Ashley Green Email and Phone Number
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I’m a seasoned Senior Customer Support and Success Manager and strategist. I’m expert in building and scaling customer success through team-building and using analytics to identify the key drivers of great customer experiences. I’ve worn many hats in my career including software development, sales engineering, technical support/customer success management, and harp-string winding. This diverse background has helped me consistently develop unique strategies for each organization I have worked with. Successfully blending data analytics, team motivation, usage trending, knowledgebase implementation, staffing redesign, and transaction based and Net Promoter survey methodologies has helped me consistently build and scale successful customer care organizations. I passionately believe that successful interaction with your care/support organization is a - if not “the” key driver of a successful enterprise.Specialties: * Customer Support Management * Contact Center Management * Deep experience with SAAS support * Training * Customer Experience * Salesforce.Com Administrator * Staff Development * Process Improvement
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Senior Manager, Technical Enterprise ResolutionGuildLouisville, Co, Us
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Director Of Customer SupportCopper Labs 2020 - 2024Boulder, Colorado, UsCopper Labs is an startup in the energy monitoring space. As an early employee I was responsible for all aspects of Customer Support. My activities included• Selecting and configuring the CRM (initially HubSpot but we later migrated to Salesforce)* Analyzing customer behavior and then creating the knowledgebase to answer the most common questions• Creating automations to respond to most customer questions without the need for direct action on our part• Working directly with both partner utilities and their consumersAnalyzing customer behavior to tune both the Knowledgebase and automations• I also worked in a Customer Success role with existing partners -
Director Of Customer SupportGreenhouse Softwre 2019 - 2020Led the organization responsible for Customer Support across 3 domestic sites and one international BPO teamLead the organization responsible for Customer Support.Selected Accomplishments• Grew the support organization from 12 to 27 members including onboarding 3 new managers.• Updated the customer support survey process moving to StellaConnect, dramatically improvingthe quality of the data and resulting in a 50% increase in responses.• Implemented a NPS process (also using Stella) resulting in actionable intelligence specificallyrelating to customer needs.• Rewrote the Customer Support job description to better target the best candidates.
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Director Of Customer SupportGranicus Inc. 2015 - 2018Denver, Co, UsI lead the Customer Support organization based in Denver, Co. and St. Paul MN. We also have remote employees on the east and west coasts, as well as England to help us "follow the sun." These teams are focused on the relationships, technical troubleshooting, and all around niceness necessary to support the Granicus client base. * Redesigned the implementation for our TBS and NPS survey resulting in improved data volume (4X in TBS) and improved data quality* Instituted a swing shift that allowed us to extend our service availability and substantially lower our case backlog.* Introduced a Tiered structure that allowed more experienced engineers to take on more of the tough cases.* Analyzed the TBS and NPS data to identify the key drivers of satisfaction and developed KPIs against those drivers leading to a 5% (88 - 93) improvement -
Director Of Education And Community OperationsAppextremes 2011 - 2014Broomfield, Co, UsMy responsibilities included designing and developing content for the Conga Suite of solutions. This included webinar development and delivery, creating and implementing the knowledgebase, designing and implementing surveys, and internal/external training. Achievents included:• Creating the first Knowledge base resulting in a 50% drop in support case growth• Implementing a live webinar series to provides advanced training to customers and prospects, lessening the burden on Business Analysts• Creating recorded content to answer FAQs and supplement the webinars• Started Conga University to provide paid training options -
Sr.Manager - Customer OperationsGlobal Healthcare Exchange 2009 - 2011Louisville, Co, UsDirecting a multi-tier organization encompassing Customer Service, Technical Support, Customer Relations, and Transaction Support. Achievements included:• Introduced Transaction Based (TBS) and used the results to identify and improve key drivers of both satisfaction and dissatisfaction. This led to 20% improvement in customer satisfaction • Expanded coverage from 5X9 to 5X24 without adding additional staff.• Introduced inter and intra team cross training to eliminate single points of failure by establishing a baseline proficiency across the product suite and job roles• Introduced Salesforce.com as the standard CRM driving greater visibility and customer intimacy. -
Director - Customer SupportRally Software 2004 - 2009San Jose, California, UsManaged technical support, customer education, employee development, customer and business unit relations, and performance management. Achievements included:• Implemented Net Promoter surveys. Used the results to drive a variety of process improvements• Developed Rally Jumpstart and Rally101 training programs to educate customers on both agile practices and Rally tooling. This led to an immediate 20% drop in case volume • Identified and tracked metrics of all aspects of support activity to aid in improving customer satisfaction, performance management, business planning, and identifying best practices• Maintained zero staff turnover in 5 years -
Technical Support ManagerRational Software 2001 - 2004UsManaged 3 support teams supporting 4 products at IBM/Rational.* Chaired Sales/Support Strike Team to drive more effective communications between sales and support* Led project analyzing 15,000 customer interactions to identify the key drivers of customer satisfaction. Used the results to create a consultation-tracking database to track and measure all the critical aspects of support activity. This led to a 7% (85% to 92%) improvement in customer satisfaction* Helped create first Customer Focus Team bringing development, quality assurance, support, and product management together regularly to identify and act on issues that drive customer success* Created "Perfect Tens" program to recognize employee excellence; program adopted worldwide* Implemented comprehensive "Technical Transfer" program in cooperation with development and quality assurance to prepare support engineers more effectively for new releases -
Sales EngineerRational Software 2000 - 2001Us* Taught open enrollment training for customers on Rational products and practices at Rational University* Created and delivered “boot camps” which became worldwide standard for ramping new sales representatives to sales lines* Helped develop and introduce “remote on-sites” using web conferencing to host customer visits, demos, and training increasing service usage due to reduction in price point* Helped sales team exceed quota
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Technical Support EngineerRational Software 1996 - 2000Us
Ashley Green Education Details
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California Polytechnic State University-San Luis ObispoComputer Science
Frequently Asked Questions about Ashley Green
What company does Ashley Green work for?
Ashley Green works for Guild
What is Ashley Green's role at the current company?
Ashley Green's current role is Senior Manager, Technical Enterprise Resolution.
What is Ashley Green's email address?
Ashley Green's email address is ag****@****mes.com
What is Ashley Green's direct phone number?
Ashley Green's direct phone number is +172026*****
What schools did Ashley Green attend?
Ashley Green attended California Polytechnic State University-San Luis Obispo.
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