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Kris Westlund is listed as Manager of Support Engineering at Shippo at Shippo, based in Austin, Texas Metropolitan Area, United States. AeroLeads shows phone signal with area code 512, 128 and a matched LinkedIn profile for Kris Westlund.
Kris Westlund previously worked as Manager of Support Engineering at Shippo and Director of Customer Success Engineering at Alegion. Kris Westlund holds Bachelor Of Arts, Physics from The University Of Texas At Austin.
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I have worked in software startups for the past 10 years. I currently am the Director of Customer Success Engineering for Alegion. Alegion’s platform blends human and machine intelligence to provide accurate labeled data used to train or validate machine learning models. I have experience managing Fortune 500 company accounts individually as well as through a team, Conducting UX testing and recommendations to product/engineering, writing and managing a team to write python scripts to handle complex pre/post processing for machine learning labeled data, as well as building complex PostgresSQL queries to manage all facets of the Alegion business.Previous to my current role, I grew rapidly with BigCommerce from front-line phone support to three different Director positions. I experienced rapid startup growth from an emerging eCommerce player with fewer than 4000 customers and 30 employees in 2010, to one of the top eCommerce platforms on the market in 2017 (50,000+ customers, 500+ employees).As Director of Client Success I cut my director teeth and learned to keep a budget, manage a culture, innovate data collection and process, and manage across executive and cross-departmental leadership. As Director of Migrations I hit my stride and led a lean six sigma effort to quickly implement a new process which drove our CSAT metric from under 70% satisfaction to 85%, squashed a 1000 job backlog and reduced the cost of service by 29%.As Director of Premium Services I was in charge of four teams: Enterprise Account Management, Implementation Consulting, Premium Account Services, and Catalog Transfer Services. My department succeeded in achieving a consistent 99.5% monthly retention rating for our Enterprise merchants, improved NPS 30 points for our top tier of merchant, and rolled out the first foundational pieces for a data-based systems to manage retention, satisfaction and task management. Operational systems included Periscope dashboards (now Sisense), TaskRay, and Salesforce.Favorite Quote: "Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that." - Martin Luther King Jr.Personal Quote: For all of the wise philosophers whose works I've read, I still haven't found a better universal principle than the Golden Rule.
Listed skills include E Commerce, Management, Saas, Training, and 39 others.
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San Francisco, California, US
The Support Engineering Manager leads and develops a team of engineers to evolve Shippo’s support platform. This manager is accountable for defining and delivering the team’s SLAs and KPIs while delivering world-class support to customers and partners.The SE Manager works closely with Customer Service, Partner Management and Engineering teams to solve.
Austin, Texas, US
Joined as a Director of Customer Success Generalist to bring SAAS software experience to a small startup in the Machine Learning, AI market. Implemented and managed the Customer Success Engineering department which is a technical team who supports the rest of the Customer Success organization through complex technical solutions including PostgreSQL.
Austin, Texas, US
Director of Data Migrations Team, Enterprise Account Management, and Implementation Consulting Services.Evolved enterprise account management from 350 stores to over 1000 stores with two separate tiered services (Premium Account Services, Dedicated Enterprise Account Management)Achieved and then maintained a 99.5% monthly retention rating for our.
Austin, Texas, US
Director over data migrations team who runs scripts to transfer client data from 20+ competitor platforms to a leading SAAS eCommerce platform.Audited existing work flow to find improvements and build Salesforce automation that allowed 10x capacity to existing workflow and introduced a transactional NPS scoring survey.Lead a Lean Six Sigma project to.
Austin, Texas, US
Took over a phone/chat/email support team numbering 60 employees for a leading SAAS eCommerce software company.Transitioned the team to 24x7 US based phone support along with 24x7 chat and email support which utilized remote employees across the globe.Attained an 80% service level for phones @2min answer times while maintaining 85%-90% customer.
Austin, Texas, US
Lead product training for all new hires in a fast paced, high growth SAAS eCommerce startup in Austin TX.Initiated an ongoing training event to retain knowledge for existing employees on important features of a leading SAAS eCommerce software.Worked with the support organization to track Salesforce reporting around new hires to monitor on boarding ramp.
Austin, Texas, US
Early startup Support Manager with expanded role into training and strategic business development (SBD) initiatives.Led a team of ~15 Technical Support Ninjas to meet goals of 12 min Handle Time, 2 min Average Speed of Answer, and 80% Customer Satisfaction.Was one of two managers who simultaneously ran product training for the company while still managing.
Austin, Texas, US
Forged a new role as a Technical Team Lead at an early stage SAAS eCommerce startup in Austin TX.Built reporting tools and infrastructure to monitor a growing technical support phone team at a macro level around key business metrics. AHT, ASA and Customer Satisfaction were paramount at this time in the company's history.Stood our ground with CEOs at the.
Austin, Texas, US
Standard Phone Tech Support role for an early stage SAAS eCommerce software based out of Austin TX.Originally the sixth member of a phone support squad serving ~4000 small and medium business owners.Took 40+ calls daily in an 8 hour shift striving to achieve a 90% CSAT rating. Was one of two of the top phone reps eventually obtaining the first Team Lead.
Quick answers generated from the profile data available on this page.
Kris Westlund works for Shippo.
Kris Westlund is listed as Manager of Support Engineering at Shippo at Shippo.
AeroLeads has found 7 phone signal(s) with area code 512, 128 for Kris Westlund at Shippo.
Kris Westlund is based in Austin, Texas Metropolitan Area, United States while working with Shippo.
Kris Westlund has worked for Shippo, Alegion, Bigcommerce, and Liquis, Inc..
You can use AeroLeads to view verified contact signals for Kris Westlund at Shippo, including work email, phone, and LinkedIn data when available.
Kris Westlund holds Bachelor Of Arts, Physics from The University Of Texas At Austin.
Kris Westlund is listed with skills including E Commerce, Management, Saas, Training, Salesforce.Com, Start Ups, Leadership, and Web Development.
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