Brayden King Email and Phone Number

Primary Support Representative for a portfolio of up to 30 enterprise accounts, fostering strong customer relationships and delivering proactive support.Managed a ticket queue of up to 20 tickets per week, consistently meeting service level agreements by prioritizing support issues and collaborating with cross-functional teams within Gainsight.Demonstrated technical proficiency by owning and resolving customer technical issues promptly, exceeding customer satisfaction expectations.Collaborated closely with Gainsight Admins and other cross-functional teams to gather business requirements, translating them into technical designs and implementing changes in the Gainsight platform and integrated systems.Developed and maintained in-depth knowledge of Gainsight systems, creating clear and concise documentation for issue resolution and troubleshooting procedures.Utilized SupportLogic to monitor customer sentiment and took proactive actions on tickets in Zendesk.Produced and presented detailed slide decks of customer ticket data, showcasing the value of their support package.Contributed to customer success by proactively addressing customer needs and aligning with the goal of creating business rules that analyze customer data and trigger actions for the Customer Success team.Demonstrated exceptional communication skills, providing timely status updates, issue resolutions, and step-by-step instructions to customers, ensuring an exceptional customer experience.

Managed a high-volume ticket queue of up to 20 tickets per week, consistently meeting and exceeding service level agreements by effectively prioritizing and resolving support issues.Collaborated closely with cross-functional teams within Gainsight to ensure swift issue resolution, escalating and working collaboratively when necessary to enhance customer satisfaction.Demonstrated a deep and comprehensive understanding of Gainsight systems, with a strong focus on Reports and Dashboards. This knowledge was leveraged to provide invaluable support to Gainsight Admins, aiding them in maintaining data integrity and optimizing system performance.Maintained an up-to-date knowledge of current issues and bugs within Gainsight, enabling efficient triage and resolution of customer concerns.Utilized Sumo Logic to read and interpret backend errors, allowing for a more thorough and technical approach to problem-solving.Possessed intermediate-level proficiency in Salesforce and its integration with Gainsight, facilitating effective support of communication between the two platforms and overall system functionality.Collaborated with the operations team using the Jira ticket system, ensuring seamless coordination and workflow management.