Casey Silcox Email & Phone Number

Atlanta, Georgia, Us

Senior leader of the Customer Success organization for the combined entities of PlayOn! Sports (GoFan, NFHS Network, rSchoolToday and VNN), a KKR portfolio company.

Atlanta, Georgia, Us

VP of Success leading the Customer Success and Customer Service teams for the combined entity of GoFan and PlayOn! Sports, a KKR portfolio company.

Alpharetta, Georgia, Us

VP of Success leading the Customer Success and Customer Service teams for the combined entity of GoFan and PlayOn! Sports, a KKR portfolio company.

Newcastle Upon Tyne, Gb

A global business partner responsible for the design, delivery, and execution of our strategy to transform into a Customer Success driven organization. As an internal consultant for the business, I work with leadership across various functions to implement change management strategies that maximize employee adoption and usage, minimize resistance, ensure focus on the strategic benefits, and assess progress towards realization of identified benefits.• Leadership of international project/program teams throughout the business, ensuring delivery though these teams is of the highest standard.• Leverage my experience and available data to pinpoint areas of improvement that rely on continuous feedback, reducing variation, and process simplification to realize identified benefits.• Lead transition management efforts ensuring business continues as normal during transformation periods and that changes are effectively integrated into the business.• Management of risks, issues, and dependencies to prevent or reduce impact on project delivery.

Newcastle Upon Tyne, Gb

Manage a team up to 25 Analysts, Success Coaches, and Coaches along with additional contract staff as needed. We support the adoption of our small to mid-size business product offerings (SaaS and Desktop) in a fast pace, high volume environment serving tens of thousands of customers across North America and globally. The products and services we provide ensure the ongoing success of our business owners by fulfilling all their Accounting, HR, and Payroll needs.• Supported and advocated the development of staff by setting growth and learning expectations for the team’s technical knowledge and business acumen via coaching and feedback. • Produce and evaluate key metrics related to staff performance, operational efficiency, and all aspects of the client experience. Utilize these data points to transform various aspects of the business through strategic initiatives.• Manage large scale hiring efforts including recruiting, interviewing, and onboarding to support seasonal volume and business need.• Handle escalations from colleagues and respond directly to customer feedback and concerns.• Lead Microsoft Cloud Solution Provider (CSP) support and professional service offerings related to Office 365.

Plano, Tx, Us

Managed 12 senior support staff across North America for our “Hunt and Fish” division. The team was responsible for the success of multi-million dollar government contracts across various states and provinces. We managed multiple enterprise level technology platforms that are highly customized and tailored to the business needs and legislative requirements required for each client.• Optimized staffing plans and coverage models to provide the most effective and timely support.• Provided subject matter expertise for various ticketing, CRM and KCS systems. Managed migration projects from multiple tracking systems into a single instance of Salesforce.com.• Forged relationships internally with other functional areas and executives to push continuous operational improvement and client success.• Managed staff goals and objectives that improved career development through personally tailored mentoring and education plans.

Plano, Tx, Us

Led multiple teams (remote and international) supporting three unique products across varying technologies that primarily focus on serving the ski resort, cultural attraction, government and website design/hosting markets. Developed and implemented strategic initiatives that resulted in an improved customer experience, increased agent productivity and retention while balancing overall budgetary needs.• Established clear strategies, best practices and tactics to improve efficiency and equipped team with the tools to provide an exceptional level of customer support. Exceeded all internally defined and contractual SLA’s which resulted in NPS scores over 70.• Worked with product owners to prioritize release efforts and objectives. Assisted in the development of RFP responses and contract negotiations.• Implemented Salesforce.com based Customer Portal and other knowledge centric support initiatives that resulted in reduced volume, as well as a sustainable and scalable growth model.• Analyzed and forecasted future volume across all channels in order to optimize resource utilization and scheduling.

Plano, Tx, Us

Responsible for a high level of customer satisfaction through careful planning, creative problem solving, solid expectations management, and effective relationship development. Provided oversight for all aspects of the client relationship post-delivery of products and services and facilitated internal resources and activities across various departments to assure the needs of the client were met.• Maintained consistent communication and strategic interactions with key customer stakeholders and executives, to ensure business alignment and expectations are well managed.• Leveraged CRM tools (Salesforce.com) to track all client interactions, report on client satisfaction, and manage install base leads and opportunities.• Built strong internal relationships with various functional areas including product management, development, sales, support and consulting to help drive collaboration and strategic direction.• Developed and managed customer reference program to incentivize customer loyalty and improve overall customer satisfaction.

Avon, Co, Us

Owner of the relationship with 40+ accounts across the globe with the primary responsibility of achieving customer loyalty. Provided guidance and consultation on the best use of the RTP|ONE enterprise application, which consumed various operational areas including: ticketing, access control, E-commerce, retail, food and beverage, golf and accounting/finance.• Evaluated business challenges and operational process in order to provide solutions relative to the technology.• Facilitated contractual changes, billing inquiries and collections efforts.• Provided technical consultation regarding optimal hardware configuration, maintenance routines and disaster mitigation strategies.

Avon, Co, Us

Led a team with the primary focus of providing support and consultation to customers experiencing technical and operational issues. Advocated the challenges and problems faced by our customers, while balancing the goals and objectives of the company.• Directed the implementation of Salesforce.com for use across the organization to both reduce costs and improve operational efficiency.• Launched a customer portal to promote self-service initiatives and provide alternate channels for customers to interact with the organization.• Formalized tiered support structure to improve case accuracy, time to resolution, reduce high cost development escalations, and retain high performing staff via internal career growth.

Avon, Co, Us