Blake Wendel Email & Phone Number

Austin, TX, US

Austin, Texas, United States

• As the Director of Customer Success, I play a vital role in ensuring the success and satisfaction of our customers. My strategic vision, customer-centric mindset, and leadership skills are instrumental in driving.
• Establish and maintain strong relationships with key customers, serving as their trusted advisor and advocate.
• Drive customer retention efforts, avoiding churn and ensuring long-term customer satisfaction.
• Identify upsell and cross-sell opportunities, collaborating with sales to drive customer expansion and revenue growth.
• Lead and mentor the Customer Success, Americas team, fostering a culture of customer-centricity and continuous improvement.
• Collaborate closely with all internal teams and stakeholders as the voice of the customer to drive satisfaction and address needs effectively.

Austin, Texas, United States

Austin, Texas, United States

Austin, Texas Area

• Responsible for proactive management and risk mitigation of DISCO clients to ensure their long-term success and account expansion.
• Serve as the main external POC for any escalations to ensure issues are resolved quickly
• Analyze business processes and client data to quantify account health and prioritize internal process changes as well as client outreach
• Monitor trends in NPS and CSAT for assigned accounts to ensure company efforts are yielding the intended improvements in client experience
• Track critical feedback and continuously advocate for product and process changes to improve CSAT
• Collaborate cross-functionally within and across the various internal functions to address client concerns and barriers

Austin, Texas Area

• Responsible for managing and leading enterprise companies through proactive planning services in order to ensure a successful breach response.
• Expand relationships within client’s organization to illuminate the complexity of an effective data breach response
• Grow revenue streams by expanding business opportunities with existing clients including Reserved Response contract renewals
• Facilitate onsite exercises for 25+ people including C-level executives, legal, privacy, information security, communications, customer support teams, etc.
• Maintain expertise related to breach response industry including changing regulations and emerging trends
• Collaborate across a variety of internal and client teams to deliver services

Austin, Texas Area

Procore is a leading provider of cloud-based applications for Construction. In 2016, Procore was recognized as a Forbes Billion-Dollar Startup. We have earned a spot on the Deloitte Technology Fast 500 list, been named an Inc 5000 Fastest Growing Company for the last three consecutive years, and were recognized by Forbes magazine as a Cloud 100 company..

Austin, Texas Area

• Responsible for managing and advising enterprise companies through data security incidents by coordinating breach response operations.
• Provide emergency support for enterprise clients experiencing data breach incidents
• Management of all aspects of the detailed incident response project from sales contracting and implementation through fulfillment
• Collaboration with Operations Departments to ensure company deliverables are on time and accurate
• Ensure partner retention by building and maintaining strong, long-lasting relationships
• Provide expert advice and best practices to assigned Enterprise client accounts

Austin, Texas Area

• Responsible for strategy and operations of Production Services, the Live Webcast/Webinar Team, the Contact Center and the Client Success Team.
• Development of strategic action plans and goals for Operations Department to ensure maximum productivity, flexibility, and interdepartmental communication. This has resulted in an overall increase in customer.
• Collaboration with all departments to identify top issues, risks, and opportunities for business and then shared weekly with rest of Executive Team
• Management and tracking all aspects of the Operations Department including staffing, budget, and yearly performance reviews
• Development and documentation of new standard policies and procedures for Operations Department (FAQs, Evaluations, and Survey Questionnaires for end-users)

Austin, Texas Area

• Leader of Client Success responsible for mentoring and training other staff while continuing to manage and build relationships with the top tier accounts.
• Prepared and delivered monthly client revenue forecasts to Executive Team
• Delivered business intelligence and analysis reviews for top tier accounts
• Managed and drafted client contracts, renewals, and addendums
• Represented and promoted company’s product and services at field events, through on-site training sessions, and demonstrations to prospects
• Assisted in responding to functional and technical elements of RFIs/RFPs

Austin, Texas Area

• Responsible for coordinating company’s services to defined list of medical accounts while representing the clients’ interests within the company and serving as the client’s direct liaison.
• Identified client’s organizational needs and objectives for growth and product adoption
• Ensured customer retention by building and maintaining strong, long-lasting relationships
• Identified and grew vertical’s overall revenue opportunities beyond organic growth
• Collaborated with Sales Team to ensure vertical’s growth attainment

Austin, Texas Area

• Responsible for supporting new and existing customer’s variety of requests using vast knowledge of company’s product and services in order to keep them satisfied and retain business.
• Provided front-line customer/technical support via phone, email, and chat
• Maintained team’s highest client satisfaction scores
• Developed and helped troubleshoot technical solutions related to product
• Documented and monitored support tickets to ensure timely resolution and compliance with service level agreements

Austin, Texas Area

• Senior member of the support team responsible for providing escalated technical support troubleshooting for variety of issues via phone, live chat, and email.
• Reviewed system specifications to find conflicts with software installation
• Analyzed trace route reports to troubleshoot connection and latency issues.
• Maintained productivity goals while surpassing satisfaction expectations
• Acted as coach for others representatives looking to improve quality
• Worked with Quality Assurance team to test and document bugs

B.A. In Biology

Education record