John Carroll

John Carroll Email and Phone Number

Director of Customer Success @ redfly.ai
Swampscott, MA, US
John Carroll's Location
Swampscott, Massachusetts, United States, United States
John Carroll's Contact Details

John Carroll personal email

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John Carroll phone numbers

About John Carroll

John Carroll is a Director of Customer Success at redfly.ai. He possess expertise in internet explorer, remedy, dos, html, sql and 35 more skills. Colleagues describe him as "I am delighted to write this letter of recommendation for John Carroll, who is a highly qualified candidate for any support leadership, business management, or service delivery role. I had the pleasure of supervising John during his tenure at Barracuda Networks, where he served as the Sr. Partner Support Manager for the BarracudaMSP division. John's performance consistently exceeded expectations, demonstrating exceptional professionalism, interpersonal skills, technical acumen, business savvy, and unwavering commitment to his team and the company. John was a valuable asset to my leadership team, known for his positive attitude, collaborative spirit, and innovative problem-solving abilities. His ability to quickly grasp new concepts, follow through on tasks, and identify creative solutions to customer challenges made him a standout performer. I wholeheartedly recommend John Carroll for this position. His exceptional skills and dedication make him a strong candidate who will undoubtedly contribute significantly to your organization." and "John is a competent, compassionate, and considerate support manager displaying excellent technical and managerial acumen. He is about as even keeled a person as you will encounter. Fantastic team player and problem solver. I simply cannot recommend him any more enthusiastically!!!"

John Carroll's Current Company Details
redfly.ai

Redfly.Ai

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Director of Customer Success
Swampscott, MA, US
Website:
redfly.ai
Employees:
2
John Carroll Work Experience Details
  • Redfly.Ai
    Director Of Customer Success
    Redfly.Ai
    Swampscott, Ma, Us
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  • Barracuda
    Sr. Customer Support Manager, Customer Success
    Barracuda Nov 2013 - Present
    Chelmsford, Ma
    Manage a support team of 16 after a large reorganization. Developed processes and procedures for case escalation including tier 2 to tier 3 to engineering escalations, Sales escalations, and Partner Management escalations. Sourced and implemented a new Knowledge Base application including Marketing, Training, and Partner Management tools. Worked with Engineering to build a Sustaining Engineering team to specifically work on escalated bugs from support and sales to engineering. Built NPS survey, to survey partner business owners as well as a transactional CSAT survey for end-users. Formed a cross-functional “SWAT” team to address partners at risk of churning. Created reporting and processes to assist Partner Success Managers in predicting partners that may be a churn risk.
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  • J2 Global
    Senior Client Relationship Manager
    J2 Global Aug 2012 - Nov 2013
    Greater Boston Area
    Manage the transition of customer implementations from our Pittsburg office to our new office in Woburn. Developed process / workflow for customer implementation team. Developed “churn” reduction program. Implemented new phone system and call flow system for the sales phone queue. Performed customer and sales trainings. Responsible for team metrics including customer satisfaction, up sell quotas, and churn. Act as tier 2 support and escalation path to development and QA. Performed customer CRM implementations and training.
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  • Cisco
    Sr. Manager Of Technical Support
    Cisco Mar 2007 - Aug 2011
    Directed a technical support team of six (a supervisor and Tier I/II staff) for a cloud-based asynchronous collaboration application (WebOffice.com). Focus on increasing productivity in a rapidly growing environment. Implement email, chat and telephone support procedures and ensure support for users. Create effective standard responses for commonly-asked questions. Support legacy product (IntraNetics), a server-based Intranet. Perform QA testing and implementations of new versions of software. Manage partner branding and corporate licensing. Provide beta support for product launches. Collaborate with engineering to identify optimal methods for deploying products. Participate in special projects and product development activities.During tenure, progressed through multiple positions while being retained through two acquisitions. Initially hired by Intranets.com in 1999, a web-based intranet portal, and advanced through Technical Support Specialist, Technical Support Assistant Manager and Director of Customer Service positions. Upon purchase of Intranets by WebEx, advanced to Senior Manager of Technical Support; subsequently retained as Senior Manager upon purchase of WebEx by Cisco.
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  • Webex
    Director Of Customer Service
    Webex Aug 1999 - Mar 2007
    Directed a technical support team of six (a supervisor and Tier I/II staff) for a cloud-based asynchronous collaboration application (WebOffice.com). Focus on increasing productivity in a rapidly growing environment. Implement email, chat and telephone support procedures and ensure support for users. Create effective standard responses for commonly-asked questions. Support legacy product (IntraNetics), a server-based Intranet. Perform QA testing and implementations of new versions of software. Manage partner branding and corporate licensing. Provide beta support for product launches. Collaborate with engineering to identify optimal methods for deploying products. Participate in special projects and product development activities.During tenure, progressed through multiple positions while being retained through two acquisitions. Initially hired by Intranets.com in 1999, a web-based intranet portal, and advanced through Technical Support Specialist, Technical Support Assistant Manager and Director of Customer Service positions. Upon purchase of Intranets by WebEx, advanced to Senior Manager of Technical Support; subsequently retained as Senior Manager upon purchase of WebEx by Cisco.
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  • Vertex Pharmaceuticals
    It Contractor
    Vertex Pharmaceuticals May 1998 - Aug 1998
    View

John Carroll Skills

Internet Explorer Remedy Dos Html Sql Outlook Photoshop Microsoft Office Mozilla Commvault Windows Operating Systems Deployment Webex Saas Mac Web Project Management Quality Assurance Word Powerpoint Customer Relations Excel Sql Server Microsoft Word Technical Support System Deployment Crm Windows Xp Salesforce.com Customer Satisfaction Microsoft Excel Customer Service Microsoft Sql Server Cloud Computing Integration Bmc Remedy Management Strategy Leadership Enterprise Software

John Carroll Education Details

Frequently Asked Questions about John Carroll

What company does John Carroll work for?

John Carroll works for Redfly.ai

What is John Carroll's role at the current company?

John Carroll's current role is Director of Customer Success.

What is John Carroll's email address?

John Carroll's email address is jc****@****nis.com

What is John Carroll's direct phone number?

John Carroll's direct phone number is +178168*****

What schools did John Carroll attend?

John Carroll attended Curry College, Aquent/mac Temps, Manchester High.

What skills is John Carroll known for?

John Carroll has skills like Internet Explorer, Remedy, Dos, Html, Sql, Outlook, Photoshop, Microsoft Office, Mozilla, Commvault, Windows, Operating Systems.

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