Gregory Lemay Email & Phone Number

Boston, Massachusetts, United States

As part of the Product Specialist team I create content for customer enablement such as interactive workshops on new features and how-to's, short instructional videos, and new documents and guides to instruct customers on the best practices of standing up new live chat deployments and training their chatbots to answer customer inquiries more efficiently.

Boston, Massachusetts, United States

* Facilitate customer trainings* Train new Customer Success Managers on Bold360 AI/Agent platform* Create customer-facing documentation* Answer customer technical questions* Provide product and feature demos* Collect and interpret data and analytics for account reporting with CSM team* Manage accounts when CSM team has attrition* Relay trends and customer feedback to Product team* Transitioning customers to a new platform, from a deprecated product

Greater Boston Area

* Facilitated customer trainings* Trained Customer Success Managers on Bold360 AI/Agent platform* Created customer-facing documentation and instructional videos* Answered customer technical questions* Provided product and feature demos* Collected and interpreted data and analytics for account reporting with CSM team* Managed accounts when CSM team had attrition* Relayed trends and customer feedback to Product team

Needham, Ma

* Managed shared inbox of customer inquires* Allocated correct licenses and entitlements for accounts switching from perpetual licensing to subscription licenses* Managed customer expectations about shift from perpetual to subscription based services

Greater Boston Area

• Assisted with department migration from Boston office L1/L2 to third-party support team; specialized in product training, on-site and remote support of new team members, and on-going case management supervision• Traveled to third-party support team in Costa Rica and conducted on-site training, mentoring, and support guidance • Proactively and reactively connected with LogMeIn’s customers via phone and email to provide excellent service, technical assistance, and account updates• Managed priority cases specializing in account setup and maintenance and billing inquiries• Developed customer relationships with frequent callers, and ensured customer needs are met by individual and team communication• Accountable for customer feedback on personal transactions, and follow-up with each customer who indicates they were not fully satisfied• Built strong relationships with Sales and Renewal team members, and effectively communicated customers’ needs internally to ensure LogMeIn sent unified customer-facing communication• Lead projects and trainings to improve team performance on regular basis; recent trainings included billing and account procedures, customer interactions, and tNPS feedback• Applied product expertise and an in-depth understanding of LMI’s internal tools daily• Developed and maintained strong relationships with TAM team to improve team’s product knowledge and escalation processes

Greater Boston Area

• Booked sales in a quota-based environment for Access and C&C products• Created leads and processed renewals for CES products• Provided reactive support for new and existing CES customers; aided in account setup and account maintenance • Created excellent customer experience with every phone and email interaction• Mentored new team members as facilitator in new hire training process

South Windsor, Ct

• Positively contributed to L.L. Bean’s local and regional sales goals through meeting personal quota for both in-person and online sales• Took pride in delivering excellent service to L.L. Bean’s customers; made sure each customer found the product/service they needed and left the store satisfied• Contributed to a team-focused environment, and worked alongside other employees and managers to meet our store’s goals

Manchester, Nh

Developed and ran a drug-sequential discrimination study using alcohol and nicotine to exhibit stimulus control among the two interoceptive drug elements in 48 rats. Examined relationship between sequences in operant responding between the equally salient elements and found discrimination between the sequence of both nicotine and alcohol consumption.