Dave Palmer Email and Phone Number
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With 10 years of experience in the SaaS industry, I am a customer success expert who is passionate about delivering exceptional customer experiences. I currently lead the customer success team at Lucid for Education, the leading online visual collaboration platform for educators and students.In this role, I have built and managed the first customer success team from the ground up, focusing on driving customer retention and satisfaction. I have consistently exceeded annual retention goals and have been recognized for my innovative pricing strategies and retention policies and procedures. I have also leveraged my background in implementation, support, accounting, finance, and human resources to create a well-rounded and highly effective team that supports the customer journey across multiple SaaS products. I empower my employees to achieve their potential and strive to create a supportive and inclusive work environment. My mission is to help educators and students succeed with Lucid's products and services.
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Director, Customer Success, Lucid For EducationLucid Software Mar 2024 - PresentSouth Jordan, Utah, Us
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Head Of Customer Success, Lucid For EducationLucid Software Mar 2020 - Mar 2024South Jordan, Utah, Us
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Customer Success Manager, Lucid For EducationLucid Software Apr 2018 - Mar 2020South Jordan, Utah, Us
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Finance And Accounting ManagerSidewalk, Inc. Jan 2017 - Apr 2018Ogden, Ut, UsMaintain budget and 13-week cash-flow reports, provide daily summary report to executive team. Managed accounts receivable and payable to ensure financial liquidity. Perform data analysis to aid in key company decisions. Managed human resources functions including, new hire process, payroll, benefits, and employee relations.Key Accomplishments:• Created a more efficient accounts receivable process by implementing an electronic system of record.• Decreased Sidewalk aging to under 30 days with the majority of clients paying within 15 days of due date. This was accomplished through increased communication, and setting clear and firm deadlines for payments. -
Customer Support ManagerSidewalk, Inc. Oct 2015 - Dec 2016Ogden, Ut, UsLed a team of Tier II software support specialists in the EdTech industry, providing technical system support for multiple SaaS products. Established team vision and maintained performance metrics. Managed Sidewalk’s in-store textbook rental program, including semester-end return reconciliation process. Implemented and managed utilization of Zendesk customer support application including creation of team metric dashboards, customer satisfaction surveys, and report creation. Team maintained a 99% CSAT score across all clients and products. Key Accomplishments:• Streamlined and clarified rental process for both internal users and college bookstore clients. Coordinated communication outreach to educate clients on process which resulted in decreased confusion and turnaround time for rental returns.• Standardized student communication for rental returns, overdue rentals, and delinquent charges. Resulted in decrease in customer complaints and charge-backs.• Set and achieved team goal to decrease support ticket first-response time from 64 minutes to under 30.
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Implementation ManagerSidewalk, Inc. Feb 2014 - Sep 2015Ogden, Ut, UsManaged installation of Sidewalk Pro, point-of-sale system, at off-campus and university bookstores through extensive training, data curation, and client on-boarding. Provided ongoing consultative support and training to clients. Supported and troubleshot software related issues. Identified and suggested areas for software optimization through extensive research and testing, communicated findings to software engineers for resolution. Key Accomplishments:• Successfully planned for and managed Sidewalk's Largest Pro implementation at a multi-campus university with over 24,000 students. Met regularly with senior university leadership to determine needs, and monitor progress. Personally managed implementation team, data migration and curation, testing, training of campus employees, and hardware installation. Provided on-site support, after initial project to ensure customer satisfaction. • Developed and implemented standardized training programs for internal staff, existing clients, and new customers.
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Human Resources Consultant/ManagerIntermountain Healthcare Apr 2011 - Jan 2014Murray , Ut, UsResponsible for providing HR leadership for more than 800 employees across multiple regions. Lead employee engagement activities and executed strategic HR goals. Acted as a business partner with Medical Group leadership teams to achieve key goals. Advised regional Medical Group leadership teams and other leaders relative to all Human Resources matters. Provided leadership training as well as growth and development opportunities to assist managers through individual and team coaching. Key Accomplishments:• Worked extensively on system-wide compensation analysis project to identify positions with lower than market wages and suggest new pay-grades, compensation structures, and merit-based increases for key employee groups. • Took the initiative to become the subject matter expert on company HR software, and trained other Medical Group employees during system-wide software rollout. -
Hr ManagerIntermountain Staffing Jun 2005 - Apr 2011North Salt Lake, Utah, UsResponsible for managing all company HR functions, as well as counseling employees and managers regarding harassment, good management practices, performance reviews, wrongful terminations, and conflict resolution.Key Accomplishments:• Developed a program for employee career path planning and implemented an HRIS system to track all areas of human resources activity.• Recruited and managed an international intern training program.• Researched, coordinated and implemented recognition program based on tenure• Worked on strategic issues as a member of company Sr. Management team• Trained employees on topics such as benefits, harassment, hiring practices, and employment law -
Branch ManagerIntermountain Staffing Oct 2004 - May 2005North Salt Lake, Utah, UsHeld accountable for recruiting and hiring office staff as well as acquisition of new clients. Achieved recognition for budget compliance while managing branch sales and profitability.
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Assistant Branch ManagerIntermountain Staffing May 2004 - Oct 2004North Salt Lake, Utah, UsHeld accountable for managing customer service, handling all human resources functions, and training other Assistant Branch Managers on office best practices. Handled branch unemployment hearings and accident reporting
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Staffing ManagerIntermountain Staffing Sep 2003 - May 2004North Salt Lake, Utah, UsRecruitment and placement based on client needs. Processed payroll for field employees on a weekly basis. Developed a system for tracking client orders.
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Sales RepresentativeEclipse Marketing May 2003 - Aug 2003UsResponsible for door-to-door sales as one of the top Sales Representatives in Dallas, Texas office.
Dave Palmer Skills
Dave Palmer Education Details
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Westminster UniversityBusiness Administration -
Utah State UniversityBusiness
Frequently Asked Questions about Dave Palmer
What company does Dave Palmer work for?
Dave Palmer works for Lucid Software
What is Dave Palmer's role at the current company?
Dave Palmer's current role is Director of Customer Success, Lucid for Education.
What is Dave Palmer's email address?
Dave Palmer's email address is dp****@****art.com
What is Dave Palmer's direct phone number?
Dave Palmer's direct phone number is +188870*****
What schools did Dave Palmer attend?
Dave Palmer attended Westminster University, Utah State University.
What skills is Dave Palmer known for?
Dave Palmer has skills like Leadership, Management, Employee Engagement, Training, Conflict Resolution, Customer Service, Hris, Project Management, Employment Law, Personnel Management, Team Building, Mediation.
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