Kyle Andersen Email & Phone Number

Seattle, Wa, Us

London, England, Gb

San Diego, California, Us

- Served as Chief of Staff to the CCO, overseeing operations for Services, Support, Success, International Operations and Partners organizations- Defined and owned a multi-year strategy and execution roadmap to deliver best-in-class customer experience at scale for millions of daily users- Own design and outcomes for strategic initiatives and collaborative solutions across all GTM organizations with particular responsibility for post-sales- Subject matter expert in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with government and international regulations- Drove excellence in ownership and fiscal planning for efficient growth at scale- Create high-performing team of operations and program management - Launched a new escalations team to drive red accounts program for highly impactful and prioritized account issues, leading to a 95% overall save rate of at risk customers- Built a voice of the customer program to identify key customer trends in product areas, giving guidance to internal teams about high value and high volume areas to focus initiatives

San Diego, California, Us

- Lead Global Technical Support team including partnering with Product and Engineering orgs- Responsible for driving efficiency and productivity improvements in a quickly growing product- Drove 20% CSAT improvement by adjusting workflow strategy and training schemasQuickly promoted to head of operations role due to quick improvement of Technical Support teams and strong capability to handle post-sales operations

San Francisco, Ca, Us

- Leader of technical support teams across all DocuSign products- Responsible for Tier 3 team management and Success of all DocuSign customers- Liaison between customers and Product/Engineering teams to drive resolution of critical incidents- Led teams in every time zone, across multiple languages and 8 countries- Drove customer satisfaction score improvement by 20%- Mentor and driver of support initiatives and success across the organization

San Francisco, California, Us

- Created dozens of training courses designed to teach Okta principles and technology to all facets of technical and non-technical internal roles- Designed and implemented live training courses that produced 100% pass rates of Okta Certifications for all attendees

San Francisco, California, Us

- Lead Technical Investigator on any critical and complex customer issues- Experienced smoke-jumper: able to dive into any technical issue without prior knowledge and identify/deliver a resolution across any Okta customer- Led bug investigation with Engineering leadership to ensure a detailed knowledge hand-off and quick resolution of customer-facing bugsQuickly promoted to drive technical enablement across all employees at Okta due to success at scale in support teams

San Francisco, California, Us

- Responsible for educating new hires and low performers on the team with 97% success rate of achieving top performer (top 20%) post-education- Created and implemented follow-the-sun model for high priority and high profile issues to ensure top customer care- Created Situation Management team and expanded team across all time zones and 3 countries- Achieved 15% global CSAT improvement on managed programsQuickly promoted to Tier 3 team lead to expand improvements across more technical and bug-related investigations

San Francisco, California, Us

- Top performing individual contributor on the team, achieving a 4.98/5 lifetime CSAT- Highest productivity metrics on the team, achieving an average 158% case resolutions against targetQuickly promoted to Senior Lead role to create and implement 24/7 support model and focus on team education, enablement and tooling

Carlsbad, California, Us

Responsible for IT team, including:- Networking- Security- Virtualization- Server and Hardware Platforms- Desktop/Laptop Access Management- Software Vendor Management and ImplementationResponsible for Support team including:- All Support tickets both internally and externally- Customer Implementation and hand-off to post-sales- Self-serve content generation- Over 95% customer satisfaction survey results

Carlsbad, California, Us