Greg Kincaid Email & Phone Number

Denver, Colorado, Us

Denver, Colorado, Us

Lead and manage the global Support Services organization, overseeing customer service, managed services, multi-tier technical support, knowledge management, education services, and technical documentation teams.Successfully expanded the support team's reach to provide technical and customer support globally, with teams based in the United States, Singapore, and the UK, as well as with partners and BPOs.Launched the Veritone Academy e-learning platform for employees and partners, providing online courses and training resources for professional development.Initiated a KCS-based Knowledge Management process and tools to improve team efficiency, reduce "tribal" knowledge, and facilitate customer self-help. This initiative led to a 400% increase in the library of articles in the first 30 days.Led the project to overhaul our SFDC case management tools and processes, which resulted in increased automation, AI incorporation, and streamlined interactions between the team and the tools.Implemented paid support offerings, resulting in the first booked revenue for support services.Increased the channels available for customers to reach support, including email, phone, in-app chat, text, and Slack, to ensure customers could connect with support in their preferred way.Improved core metrics by reducing case resolution times, response times, and reducing backlogs. Also, reduced cost per case by increasing capacity through process and tool improvements.Worked with TSIA to benchmark support operations and performance to ensure we are providing exceptional support to our customers.Enabled the team to achieve a 95% positive feedback rate and high customer satisfaction (CSAT) scores.

Seattle, Wa, Us

Led and managed a team of highly skilled Technical Account Managers responsible for providing deep partnerships with Tableau’s largest enterprise customers, supporting mission-critical applications and workflows.Coordinated cross-functional teams in developing comprehensive Tableau workbooks that provided enterprise customers with visual analysis of the Tableau platform’s use and performance.Mentored and coached technical account managers to align with customer's needs and challenges to build trust, foster relationships, and deliver innovative solutions that strengthened customer satisfaction.Increased service revenue by $7 million in just 12 months by realigning support offerings to customer's needs and improving the overall value proposition.Successfully led customer satisfaction initiatives that significantly improved CSAT scores by 20%, resulting in a highly satisfied and loyal customer base.Collaborated with cross-functional teams, including sales, marketing, and product management, to drive business growth by identifying new revenue opportunities and upselling to existing customers.Built and maintained strong relationships with key stakeholders, including C-level executives and decision-makers, to enhance Tableau's brand and reputation as a trusted partner for its customers.Developed and implemented metrics-driven processes to track team performance, including productivity, revenue growth, and customer satisfaction, leading to more efficient and effective service delivery.Initiated regular business reviews with major accounts, providing a platform to discuss service performance, identify opportunities, and showcase Tableau's latest features and functionalities.

Santa Clara, California, Us

As a global team leader, I managed a team of 38 professionals across six domestic and four international offices, responsible for monitoring and troubleshooting appliance products. My strategic leadership ensured seamless functioning and mitigated hardware failure issues.I drove the delivery of premium services, including installation and configuration, to expedite appliance products entering production, resulting in increased customer satisfaction and loyalty. My focus on implementing engineering product improvements boosted performance and service capabilities, enhancing the overall quality of Veritas' products.To increase revenue and customer retention, I directed a cross-functional project to enforce maintenance entitlements, resulting in the reversal of $18M in un-renewed maintenance contracts. Additionally, I oversaw a wide range of functions associated with Call Home Services, Advanced Services, DevOps, Knowledge Management, and Serviceability Engineering, ensuring operational efficiency and quality.By understanding and meeting customer expectations, maintaining strong relationships with key customers, and implementing customer-centric service delivery strategies, I achieved consistent CSAT scores of over 95% top box.To improve operational efficiency, I utilized a 24x7 global staffing schedule, reducing personnel costs and eliminating costly workforce management systems. This resulted in improved employee morale and reduced overhead costs.I analyzed data trends and key performance indicators to identify areas for development and service advancement, making data-driven decisions to continuously improve the quality of service delivery. By implementing enhanced monitoring processes, controlling production and development environments, and instituting right sizing of resources, I reduced monthly cloud services costs by $75K.

Oversaw all aspects of a successful start-up e-commerce business, focusing on yarn and knitting supplies, and later expanding to a broad range of craft products.Increased annual sales from start-up launch to $750K through aggressive growth strategies, including expanding product offerings and streamlining operations.Developed and expanded product offerings from just 2 SKUs to approximately 5,000 SKUs, responding to customer demand and market trends.Built a reputation for high-quality customer service, establishing a "personal touch" approach that set the business apart in the industry.Established a just-in-time fulfillment model with vendors, enabling same-day shipping of customer orders while minimizing inventory costs.Implemented quality controls to ensure customer satisfaction, and directed business operations to ensure efficiency and profitability.Led a team of employees and vendors, fostering collaboration and providing guidance and support to ensure success.Conducted market research and analyzed data to identify new growth opportunities, and developed and executed strategic plans to capitalize on them.Cultivated relationships with key partners and suppliers, negotiating favorable terms and pricing to support the business's growth and profitability.

Rochester, New York, Us

Certificate, Stratigic Leadership Development

Business Program