Senior Partner Support Engineer, Pardot
San Francisco, California, Us
Key Achievements:• Showcased company offerings to optimize the use of service and increase partner skills in areas of implementation including the use of email builder, website tracking, and form handler troubleshooting —improving partner customer satisfaction ratings by 8%.• Analyzed, prioritized, and presented top customer case categories to internal stakeholders on a quarterly basis, driving product changes and help content articles that reduced case volume by 2.5% • Launched a Partner Community Support Network for >4500 members, providing a platform for ongoing communication for FAQ, troubleshooting, and a forum to publish product releases, beta testing, etc.• Led a documentation migration effort that consolidated internal resources--increasing agent efficiency and productivity by 19%.• Drove customer satisfaction ratings up 11% by researching and troubleshooting critical incidents, developing strategic messaging, and facilitating prompt problem resolution.• Energized and motivated a team of 46-support staff to participate in an ongoing training program designed to boost proficiency in product release expertise; Increased lead time to receive new content and curriculum in under 2 weeks, achieving 100% participation among the team.