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I am a strategic executive with over 15 years of experience improving customer experience, enhancing customer adoption, leading teams, and expediting user experience. What makes me stand out is my ability to evaluate consumer insights to drive the creation of strategy and establish a scalable customer support organizational structure for a rapidly growing customer base. I am known for my innovative mindset, ability to take a fresh approach, and being extremely self-motivated, which has resulted in designing the vision for the customer experience across all touchpoints while aligning the organization’s tactics with customer needs.As a dedicated mentor and compassionate leader, I have supervised teams to meet defined requirements and drive smooth project-related operations. I strive to provide value as a company resource by organizing departments, administering budgets, and fulfilling stakeholders’ needs.A few of my career highlights include:➥ Established a high-functioning and successful customer support team by setting clear Key Performance Indicators (KPIs) and goals, accomplishing three consecutive quarters with 100% positive Customer Satisfaction (CSAT) as a Senior Director, Customer Experience – SaaS Event Management Tech.➥ Highlighted tiers and escalation procedures to streamline the efficiency of customer support operations by 30% utilizing Zendesk, reducing response time by 50% and time to close by 30% in 6 months within Swoogo.➥ Implemented new processes and tools to eliminate bottlenecks and optimize tasks, decreasing call hold times by 60% and elevating efficiency across the support department by 35% as a Director, Customer Support – SaaS.“[Customer experience isn’t an expense. Managing customer experience bolsters your brand.]”– Stan Phelps Core Competencies ➥ Broad Management Practices➥ Budget Control ➥ Complex Problem Solving➥ Continuous Improvement➥ CRM Administration➥ Customer Service/Customer Success/Customer/Software Support➥ Incident Management➥ Key Performance Indicators➥ Operations Management ➥ Product Enablement➥ Staff Management/Staff Development➥ Stakeholder Relationships ➥ Strategic Direction➥ Systems Management ➥ Team Building/Development/Leadership ➥ Training/Coaching/Feedback/Delivery➥ Communication Excellence➥ Cross-functional Team Leadership ➥ Customer Advocacy ➥ Customer Experience Improvement➥ Customer Success ➥ Department Planning ➥ Employee Engagement ➥ Escalation Management ➥ Policy Development ➥ Process Improvement ➥ Project Management ➥ Team Building➥ Troubleshooting
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Head Of Customer SuccessZuddlBroomfield, Co, Us -
Independent ConsultingSelf-Employed May 2023 - Present
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Senior Director, Customer Experience – Saas Event Management TechSwoogo Feb 2021 - Mar 2023Broomfield, Colorado, United StatesSupervised a team of 17 individuals, including 11 customer support, 4 product enablement, and 2 customer success professionals by measuring performance and encouraging open communication. Managed operating expenses of $3M annually by regularly monitoring and tracking all expenses and identifying the key cost drivers.Highlights of accomplishments in this role include:➥ Facilitated team in overseeing 450 tickets a week, providing a solution or qualified first response to the issue within 10 minutes vs 15 minutes SLA, closing tickets in half the 2-day SLA target, and resolving the issue in four hours and less on average.➥ Created critical metrics and reports to formulate performance baseline and pinpoint trends and leveraged the data for enablement training focused on customer pain points, slashing ticket creations by 25% in 6 months.➥ Built and led a successful customer experience for SaaS event management software organization➥ Achieved improved customer satisfaction and retention, as well as driving growth and profitability through broad global perspective and industry knowledge➥ Developed and implemented a scalable 24/7 support model resulting in a 99.7% positive customer satisfaction rating, reflecting a 20% organic growth of new business coming from referrals➥ Defined tiers and escalation procedures using Zendesk, resulting in an increase in team efficiency, including reduced time to close and quicker response times➥ Implemented a comprehensive career ladder and development model for the Customer Experience department, provided tailored opportunities for skill-building, mentoring, and professional growth, empowering individuals at all levels of the organization to reach their full potential and achieve career goals➥ Designed and implemented a revenue generating, premium support model to provide high-value support services to our enterprise clients -
Director, Customer Support - SaasProcare Software Jan 2020 - Feb 2021Greater Denver AreaSpearheaded post-merger/acquisition integration of customer support for four product lines that used independent ticketing and phone solutions to one solution by revamping processes, writing SOPs, creating playbooks, and aligning four separate teams into one department over the course of 8 months.Highlights of accomplishments in this role include:➥ Directed a 50-member customer support team responsible for supporting four product lines, and optimized workflows for increased efficiency and high customer satisfaction, resulting in a high-performance team consistently meeting/exceeding performance goals➥ Deployed new processes and tools to eliminate bottlenecks and optimize tasks, decreasing call hold times by 60% and elevating efficiency across the support department by 35%.➥ Consolidated 4 independent teams into one department which included products, ticketing systems, and phone systems, consolidated into one team, and one set of tools o Reviewed and selected technology in collaboration with consultants; defined requirements in collaboration with Project Managers; designed test plans and executed; gathered requirements from all internal stakeholders o Created internal processes for call transfers; created a consistent support experience for all customers of all product lines o Successful results included quicker response and resolution times for customers; saved costs by reducing need for additional head count; increased Customer Satisfaction by 40%, and supplied metrics across the department to support projections and planning➥ Managed a rapid and successful transition to a remote customer support work model during the COVID-19 pandemic➥ Led the customer experience department in migrating to Salesforce Service Cloud in sync with a broader company initiative by defining requirements, executing test cases, mentoring and training 80 employees (including 30 outside of the department), and working with consultants. -
Director, Customer Care, (Saas Human Capital Management Software)Synchr Jun 2017 - Mar 2019Greater Denver AreaOversaw 4 CSMs/10 customer support professionals to create a functional/efficient workplace by capitalizing on employee strengths.Highlights of accomplishments in this role include:➥ Managed a cross-functional team of Solution Support Specialists and Customer Success Managers located in both the US and Bulgaria➥ Ensured service delivery, fostered innovation, and consistently exceeded performance metrics and goals, which drove business growth and maximized customer satisfaction➥ Assumed responsibility for an underperforming, dissatisfied team and led them to be one of the highest performing teams in the company more than doubling the team’s efficiency, while increasing Customer Satisfaction scores by 40%➥ Instituted Net Promoter surveys to gauge customer satisfaction, measure loyalty, and identify opportunities for improvement while driving a 37% improvement over the first year.➥ Formulated an optimization review process to foster a culture of continuous improvement and mitigate risks, leading to a 65% reduction in support ticket volume for at-risk, high-profile customers.➥ Reworked Freshdesk ticketing system to implement efficient workflows, which decreased response times by 80%➥ Implemented customer transition model for new implementations resulting in a 55% increase in Net Promoter Scores and 50% decrease in Support Requests when new customers go live -
Manager, Client Services, (Saas-Based Assessments For K-12 Education)Pacific Metrics May 2015 - May 2017Lakewood, Colorado, United StatesBuilt the organizational infrastructure within three months by hiring and training a 7-person support team, designing a ticketing system for all customer support processes, and deploying a phone system.Highlights of accomplishments in this role include:➥ Developed and launched a client services function for K-12 education, delivering excellent customer service and technical support for users administering over 2 million assessments annually, using innovative technologies and best practices, and established the function as a key driver of customer satisfaction, retention, and growth➥ Conceptualized, implemented, and managed a training function to educate clients and internal employees through the provision of live training, webinars, and on-demand tutorials➥ Implemented Salesforce CRM to centralize customer data and gain real-time data insights, monitoring 500+ support requests weekly across multiple products with differing service level agreements. -
Senior Manager, Customer Success TeamVmware Jan 2013 - Mar 2015Broomfield, CoCarried out various duties, including managing projects and working closely with business analysts and product management teams for designing and examining requirements concerning new product features.Highlights of accomplishments in this role include:➥ Spearheaded a global team of 30 Customer Success Managers by delegating tasks effectively, surpassing $18M in annual recurring revenue through client renewals.➥ Provided client renewals, consistently exceeding target goal of $12M in Annual Recurring Revenue➥ Managed projects, working closely with Business Analysts and Product Management teams in the design and review of requirements related to new product features and coordinated training efforts as new functionality was released➥ Established a new team structure to improve customer experience, leading to a 150% increase in adoption rates for trial customers.➥ Collaborated with cloud architects to resolve complex implementations and develop strategies for unique customer use cases -
Manager, Technical SupportVmware May 2011 - Apr 2013Broomfield, Colorado➥ Led a global team of technical support engineers providing follow the sun product support for more than 4K customer accounts➥ Managed high-caliber projects including a new company integration, the implementation of customer satisfaction program, and the implementation and administration of Salesforce CRM➥ Mapped out a career development plan for team members and successfully placed team of 17 employees into new positions after company divestiture➥ Designed and provided weekly reports to senior manager highlighting important trends and KPIs➥ Collaborated with the Director of Engineering in overseeing the development team to ensure that customer feedback and feature requests were properly prioritized for future releases
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Level Iii Technical Support Specialist/Oem Support SpecialistShavlik Technologies Feb 2007 - May 2011Minnesota➥ Assisted Tier I and II teams on complex customer issues and took ownership of customer escalations and at-risk customers when needed ➥ Resolved over 20 support requests daily while maintaining a personal customer satisfaction rating of 95% or higher➥ Liaised between the escalation team and customer to resolve issues beyond the scope of level two support➥ Designed and conducted training webinars for new users including advanced training for experienced users with focus on security needs➥ Assisted with defect reporting and troubleshooting to help resolve software and data issues➥ Handled level III support issues for OEMs, including SDK implementation and rebranding➥ Worked with product development team to ensure prioritize and implement feature requests and enhancements based on customer demands➥ Managed escalated issues from internal level II technicians -
Technical Support RepresentativeSorna Corporation Mar 2004 - Feb 2007
Joseph Huisman Skills
Joseph Huisman Education Details
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Honors: Summa Cum Laude
Frequently Asked Questions about Joseph Huisman
What company does Joseph Huisman work for?
Joseph Huisman works for Zuddl
What is Joseph Huisman's role at the current company?
Joseph Huisman's current role is Head of Customer Success.
What is Joseph Huisman's email address?
Joseph Huisman's email address is jo****@****are.com
What is Joseph Huisman's direct phone number?
Joseph Huisman's direct phone number is +165130*****
What schools did Joseph Huisman attend?
Joseph Huisman attended Capella University.
What are some of Joseph Huisman's interests?
Joseph Huisman has interest in Children, Education, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Animal Welfare.
What skills is Joseph Huisman known for?
Joseph Huisman has skills like Windows Server, Virtualization, Salesforce.com, Vmware, Security, Cloud Computing, Technical Support, Saas, Integration, Troubleshooting, Crm, Networking.
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Joey Huisman
Sales Coördinator @ Diract It | Rediracting Warehouses ♻️| Ceyenne Wms🔑 | Logistics 📦⛓️🚚🧠Steenwijk -
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Joey Huisman
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Joseph Huisman
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