Emily Tallon Email & Phone Number

Fort Collins, Co, Us

I lead the Support organization, developed our tech touch program for customers, as well as our CS Operations Enablement functions. I focus on the customer’s ability to get value from our services, and the customer success teams' ability to do their best work.Digital Success and Knowledge Management: • Developed the onboarding automation and training programs for customers to transition to a new platform using Intercom, with a 66% open rate• Update and structure the customer-facing help center through multiple product launches, andact as the customer representative in Engineering initiatives to keep content up to date. Createvideos and articles for all releases.• Led a proactive content gap analysis using Zendesk analytics, increasing article views YoY by 763% for the customer help center• Monitored failed search terms, improving the average click through rate YoY by 30% for the customer-facing help center, and 16% on the internal knowledge base• Developed training programs and resources for customers, contributing to an increase of 175% in new product adoptionCS Ops and Enablement:• Executed automation programs for our renewals and invoices, tiered customer training, and targeted messaging • Led the project to increase CS enablement scores, resulting in a 62% increase in CS sentiment in the first quarter.• Created system and process training videos and collaborated cross-functionally to address knowledge gaps between teams• Own a variety of CS applications, including Zendesk, the company survey tool, and Intercom• Develop internal and customer-facing communication campaigns around major initiativesSupport:• Managed a team of technical support and content specialists, achieving a 97% CSAT score while producing 200+ customer-facing articles and 400+ internal help resources to enhance support and enablement.• Established our Premium Support and Managed Services programs to provide paid advanced support models

As the leader of a new department, I created processes and programs to improve the customer experience • Owned the knowledge management system lifecycle, from planning and implementation to continuous maintenance and content audits • Transitioned the content management system to Zendesk to improve flexibility and accessibility• Implemented Zendesk as the support ticketing system and developed organization-wide processes around customer tickets, bug tickets, and reporting• Owned low-touch SMB accounts, representing $1.5M+ in ARR• Created a self-service onboarding program, reducing onboarding time from 1 hour to 10 minutes and improving customer time-to-value• Launched the first customer-wide CSAT program and maintained a 100% positive rating for the first year• Identified and raised ticket trends for proactive monitoring, eliminating monthly outage communications and reducing notifications from 2 per month to zero• Built and managed the first Support team, establishing key processes and workflows to scale customer support operations

As the first dedicated support team member, I implemented processes and tools to improve the customer experience. • Developed the Support function from the ground up as the first team member, introducing processes and tools that prioritized customer experience and service excellence.• Rolled out and launched the customer ticketing application (Zendesk) with email, chat and phone integrations• Created the company’s first comprehensive customer help center by producing 117 articles in the first 8 months• Built the first comprehensive help center by creating all content and the organizational structure, built on Intercom’s CMS• Partnered with Product on a variety of new feature launches, including advising on customer insights, and managing the bugs after feature launches

Dallas/Fort Worth Area

Enabled the success of employees’ communication campaigns through multiple platforms, from knowledge repositories to frontline communications, by guiding them through the design, strategy, training and launch of microsites, surveys and forms. • Consulted with subject matter experts across all levels of the organization to design and implement intranet knowledge base pages based on their content strategy and our user experience studies• Developed departmental help centers used by over 130,000 employees, creating or restructuring 34 departments’ knowledge bases• Fulfilled requests for advanced use cases on the platforms, including restructuring knowledge centers, and creating and distributing company-wide forms and surveys• Trained all skill levels on multiple SaaS platforms, including creating user guides and holding virtual and in person sessions• Project Manager for multiple complex projects, including the company-wide User Experience study, migrating the survey tool behind SSO, and implementing a text notification tool• Led Agile project management for the communications department, working with cross-functional teams to enhance the intranet and digital communication systems• Reporting of user adoption through Adobe Analytics for leadership presentations

Dallas/Fort Worth Area

Helped shape the Credit Union culture through communication and engagement campaigns and developing the employee intranet. • Owned the corporate intranet and knowledge base, using the CMS tool Passageways• Transformed the intranet into a functional resource by restructuring the knowledge base and managing all content and design aspects• Led a comprehensive intranet redesign, applying content design principles to structure and present content for enhanced usability and impact• Collaborated with Legal and Audit teams to ensure help center was compliant with all regulatory requirements for the banking industry• Designed a new website feature for announcing content changes and important updates, improving user awareness and compliance with new policies• Won an award for innovative design around the announcement tool, which was then sold as a premium feature for the platform after I showcased the tool at a vendor conference• Managed all feature development projects, system upgrades and migrations• Led webinar and conference sessions on employee engagement and using the intranet to drive community involvement

Dallas/Fort Worth Area

• Designed and maintained presentations for executive and Board of Director meetings• On special assignment for 1.5 years with Employee Communication and Engagement team to re-brand and redesign the employee intranet• Led the communication project for employee education on the new Online Banking product release

Winchester, Uk

• Assisted with the fall semester of international student arrivals • Created and updated student records• Organized room bookings and student airport transfers• Issued the required paperwork and assisted with visa process during enrollment • Primary social media contact for incoming student questions and advice

Winchester, Uk

• Sales and administration duties, including stock management, data entry and customer assistance

Sicilia, Italy

• Lead teacher in immersive English language summer camps• Managed the classroom and planned daily activities.