Ashley Green Email & Phone Number

Louisville, CO, US

Boulder, Colorado, US

• Copper 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

• Led 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.

Denver, CO, US

I 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.

Broomfield, CO, US

• My 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.
• 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

Louisville, CO, US

• Directing 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.

San Jose, California, US

• Managed 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

US

Managed 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.

US

* 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.

US