Chris Broughton Email & Phone Number

New York City Metropolitan Area

New York, New York, United States

Catalyst + Totango have joined forces to build a leading customer growth platform that helps businesses protect and grow their revenue. I manage a team of global Customer Support Engineers to deliver world class service to our clients. Responsible for: - Escalations and providing additional support for the team.- Managing processes within our Customer Success org and between other departments.- Ensuring individuals in the team are effective and able to grow in their careers.- Zendesk administration:Implementation of automations, triggers and macros.Creation of new reports in Explore. - Updating CSS to reflect company branding in Guide. - Implementation of Stylo.io for AI assistance.- Creating new documention processes to align with KCS.- Align with engineering for escalation and communication processes.Tools:Zendesk, Jira, Notion, Fullstory, Auth0

Kitchener, Ontario, Canada

Offering a service to organizations that look to improve their knowledge articles or current help channels by adding engaging animated video content.

Remote

On an ad-hoc basis, I write thought leadership content for software platforms focused on Technical Support and Customer Experience.

Kitchener, Ontario, Canada

Directing our global internal and external facing technical supporting teams - Technical Support, IT, Technical Account Management and Solutions ConsultingThis role continued the work I was doing as Senior Manager, but with the additional SC team. I was able to use my technical experience to help guide the presales SC team and build comradery between the department.To improve support services, I completed the implementation of an NLP-powered federated search called Yext into the Knowledge Base to integrate all of Vidyard's information sources, such as Zendesk Guide, video hubs, and the blog. The AI-based quick answers created a rich self-serve experience and increased end-user satisfaction.

Kitchener, Ontario, Canada

Continuation of manager role with added IT management responsiblities

Kitchener, Ontario, Canada

Responsible for overseeing a team of 15+ highly skilled Technical Support Specialists and Technical Account Managers, while maintaining best-in-class CSAT standards and fostering a rewarding experience for all department members.I ensured that processes were efficiently designed and documented using tools such as Confluence.We implemented a follow-the-sun model with SupportNinja in the Philippines, and I was responsible for reviewing their performance alongside their team leader.I onboarded new team members, ensuring a strong alignment with technical and cultural values.I revised onboarding documentation and established a program to guide new members from basic system knowledge to the in-depth technical expertise required for success.I enabled the team to complete knowledge base updates using KCS principles, ensuring documentation accuracy through peer review before external publication.

Kitchener, Ontario, Canada

Continuation of TAM work

Kitchener, Ontario, Canada

As a named TAM on multiple Enterprise accounts, it was my responsibility to work with clients as a trusted technical advisor to help them achieve maximum potential with the Vidyard products. This covers API integration, SEO, SSO, HTML/CSS/JavaScript customization and any services offered. I also continued to produce animated explainer video guides using Vyond, which were then implemented into internal Vidyard resources such as sales, launch, knowledge.vidyard.com and learn.vidyard.com

Kitchener, Ontario, Canada

A continuation of support work but also took lead on migrating our Salesforce Service Cloud support software over to Zendesk. Through doing so, I built Macros, Triggers and Automations within Zendesk to improve processes to benefit the team's efficiency and overall customer experience. Using KCS as a methodology, I ensured that documentation was created and maintained to ensure positive self serve experiences.

Kitchener, Ontario, Canada

This role required working as part of the Customer Experience team to take ownership of technical support queries and provide solutions to Vidyard's customers regarding the SaaS platform. These queries tend to be regarding (but are not limited to) HTML/CSS, Player Embedding, Encoding, Analytics, Video Playback, and Integrations into Salesforce / Marketing Automation Platforms such as Marketo, Eloqua, Pardot, HubSpot and Act-on. I had also been heavily involved with video migration for clients, contributing to the Knowledge Base (text/video using GoAnimate) and the technical implemention of Personalization campaigns.

Bath, United Kingdom

This analytical role situated in the Planning Support/MIS team at the university and required the ability to support, develop and configure software solutions to improve and maintain the university's core business structure (HR / Finance / IT / Student Services / Marketing / Estates). Some specific examples of work performed include:• Configuring the HR admin system (NGA ResourceLink) and use CSS knowledge to implement a new Web Recruitment and HR Self Service system, branded and bespoked for the university. Continually communicate with HR to gather any new requirements and take appropriate actions on any issues that arose.• Perform routine upgrades to the HR software and test these releases alongside administration staff. • Develop forms and business processes to provide automation of manual 'paper' tasks, using JavaScript and SQL skills on HP LiquidOffice.• Use SSRS, Crystal and SQL Server knowledge to provide reports out of the HR databases, without relying on internal business object suites.• Research and create documentation on software recommendations for updating older systems .• Provide support to the HR administration team on their day to day activities and forward any technical enhancement requests or discovery of bugs to the suppliers of the software when viable.• Maintain support notes in OneNote, updating and improving these when necessary.

Bristol

The majority of work in this role was performing configuration on Web solutions for flexible benefit schemes that have been outsourced to Xerox such as BNY Mellon's 'Flexability' and Prudential's 'Pru Choice'.This role involved working closely with project managers, admin and the Vebnet support team to maintain these systems, whilst also providing technical analysis to client managers for changes that have been requested.Some examples of this work:• Manipulate large amounts of employee data and use design specifications to build complex decision tables with a high level of accuracy through the web based Vebnet interface.• Notify the Vebnet support team of any issues with the software i.e bugs or improvement suggestions, providing enough technical information for their developers.• Provide technical guidance to admin teams via analysis documentation, over emails and through meetings.• Prioritise ‘business as usual’ and ‘new implementation’ client work effectively, whilst also keeping on top of issues raised with the software providers.

The role involved supporting users and performing upgrades on a bespoke pension administration database system.I also maintained the admin and accounts systems and worked closely with the treasury team to resolve issues affecting the payments of pensions. This required working with external companies to resolve any software issues - Products include Lloyds TSB Cash Client Manager, Bottomline Paybase, ODEX EDI and Sage KCS k-PAYE.Some examples of the work included:• Complete support calls for the suite of pension, payroll and accounting systems, utilising the company’s call management system to prioritise tasks.• Manipulate and import data via Excel and Access, gaining knowledge of the MasterKEY pension software’s database relationships.• Improve and write new reports e.g. DC Benefit Statements on MS Access and MS Word, linking through to outputs from MasterKEY.• Communicate information to the development team about software bugs. • Create and review other IT change requests and update business software on servers/desktop machines.• Create test documentation and manage the delivery of new in house software releases, communicating the testing requirements. • Add new pension schemes onto the accountancy/banking software suite using the front end software and SQL. • Travel to other UK offices for DR tests, training, one to one support and upgrades. • Create WebEx tuition videos and MS Word documentation for the offshore team to learn processes.

This organisation works within the UK defense industry and included the following work:• Analysing Visio diagrams and editing these to specifications • Develop databases in MS Access with use of VBA • Create Excel workbooks with VBA macros to meet requirements • Create presentation packs with PowerPoint • Develop an HTML front end for displaying information • Use Enterprise Architect to generate UML diagrams of Sonar Systems and SEA business processes.

London, United Kingdom

This was an interim job while I was at university. I was principally involved with developing databases in MS Access with VBA.