Emily Mcdaniel Email and Phone Number
Emily Mcdaniel's Location
St Louis, Missouri, United States, United States
Emily Mcdaniel's Contact Details
Emily Mcdaniel work email
- Valid
- Valid
Emily Mcdaniel personal email
n/a
Emily Mcdaniel phone numbers
About Emily Mcdaniel
15 years of experience in SaaS with expertise in starting and scaling support organizations. Currently working at Gainsight and have a passion for Customer Success!
Emily Mcdaniel's Current Company Details
Emily Mcdaniel Work Experience Details
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Senior Vice President Of Professional ServicesGainsight Mar 2023 - PresentSan Francisco, California, Us
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Senior Vice President Of Global SupportGainsight Mar 2022 - Mar 2023San Francisco, California, Us
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Vice President Of Global SupportGainsight Oct 2019 - Mar 2022San Francisco, California, Us
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Global Director Of Technical SuccessGainsight Apr 2019 - Oct 2019San Francisco, California, Us• Scale the highly technical Global Support organization from the ground up – including team, infrastructure, support plan offerings, processes, and tools.• Drive cross-functional initiatives and build relationships by working closely with Engineering, Product Management, Services, Customer Success, Sales, and other teams.• Identify and implement best of breed applications for ticket management, knowledge base, documentation, and community.• Train team to handle ticket volume from over 500 customers worldwide.• Define and manage escalation processes with cross-functional teams.• Cultivate and develop an international global support team to provide 24x7 support using a follow the sun model.• Deliver an all-time customer satisfaction rating of over 98% in the past 4 years.
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Senior Director Of Technical SuccessGainsight Oct 2017 - Apr 2019San Francisco, California, Us
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Director Of Technical SuccessGainsight May 2016 - Oct 2017San Francisco, California, Us
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Director Of Customer SupportGainsight Jan 2014 - Apr 2016San Francisco, California, Us
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Director Of Support CentralBullhorn Nov 2012 - Dec 2013Boston, Ma, UsIn November 2012, Sendouts was acquired by Bullhorn creating the worlds leading recruiting software company.• Lead change management initiatives relating to acquisition-ensuring smooth transition for Sendouts employees and clients migrating to Bullhorn, resulting in increased retention user rate• Managed support team of 15 people in central office region including managers and individual contributors -
Director Of Customer SupportSendouts Jan 2011 - Nov 2012Clayton, Missouri, Us• Key member of the management team responsible for leading companywide meetings, strategic planning sessions, and driving change initiatives • Led the formulation of customer service impacting policies• Recruited and trained new team members and provided ongoing training and support for the whole team.• Established measurable goals for the department.• Motivated employees to achieve the company vision. • Served as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.• Coordinated with development to ensure tickets were being moved through the queue within a time-frame that meet client expectations.• Communicate complex and sometimes technical information internally and externally.• Communicate with e-learning team to make sure help materials are up to date and relevant.• Worked with implementation to make sure handoff of accounts from implementation to support is smooth and successful.• Worked with 3rd party vendors to streamline the on-boarding process for current clients.• Worked closely with product management to ensure future product enhancements met client expectations. • Worked with the leadership team to ensure product releases were a success. -
Account ManagerSendouts May 2007 - Feb 2011Clayton, Missouri, Us• Responsible for implementing largest new enterprise clients including onsite enterprise installations and supported enterprise client base ongoing• Develop specifications and scope of work (SOW) for custom development items including custom reports and process workflows• Provided training and consulting on core products to new and existing clients • Actively managed internal CRM tool for scheduling and tracking activities• Contributed in release testing and sprint testing• Provided feedback to product development for future product enhancements• Created and maintained internal and external training materials
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Sales AssistantHousehold Finance Mar 2005 - May 2007Us• Assisted Branch Manager and all Account Executives with preparing loan documents, customer inquires, preparing reports, and performing all necessary clerical functions to help support branch operations• Reconciled daily and monthly accounting entries, and all financial transactions• Reported control weakness, compliance breaches, and operational losses• Disburse proceeds, process counter payments, and audit• Built and maintained relationships with new and existing customers• Analyzed loans to ensure company guidelines were followed
Emily Mcdaniel Skills
Customer Relations
Customer Satisfaction
Customer Service
Human Resources
Applicant Tracking Systems
Temporary Placement
Management
Account Management
Salesforce.com
Marketing Automation
Saas
Sales
Cold Calling
Sales Management
Training
Recruiting
Marketing
Organization
New Business Development
Negotiation
Online Advertising
Access
Marketing Strategy
Crm
Consulting
Project Management
Customer Experience
Customer Retention
Building Relationships
Microsoft Office
Team Building
Team Leadership
Call Center
Technical Support
Software Implementation
Leadership
Team Management
Professional Services
Talent Acquisition
Networking
Strategy
Customer Relationship Management
Software As A Service
Emily Mcdaniel Education Details
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Southeast Missouri State UniversityBusiness And Marketing
Frequently Asked Questions about Emily Mcdaniel
What company does Emily Mcdaniel work for?
Emily Mcdaniel works for Gainsight
What is Emily Mcdaniel's role at the current company?
Emily Mcdaniel's current role is SAAS, Professional Services, Customer Support, Customer Success Leader.
What is Emily Mcdaniel's email address?
Emily Mcdaniel's email address is em****@****uts.com
What is Emily Mcdaniel's direct phone number?
Emily Mcdaniel's direct phone number is +131486*****
What schools did Emily Mcdaniel attend?
Emily Mcdaniel attended Southeast Missouri State University.
What skills is Emily Mcdaniel known for?
Emily Mcdaniel has skills like Customer Relations, Customer Satisfaction, Customer Service, Human Resources, Applicant Tracking Systems, Temporary Placement, Management, Account Management, Salesforce.com, Marketing Automation, Saas, Sales.
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