Driven by a passion for financial inclusion and empowerment, Atlanta-based financial technology company Brightwell is living out its mission to create products that help people and businesses send money securely across the globe. Brightwell’s suite of cross-border payment products is simple to use, easy to integrate with and help our customers achieve measurable results. Processing and securing billions of dollars each year, Brightwell’s products are trusted by businesses of all sizes – from startups to Fortune 500. For more information, visit brightwell.com.

I work with our Managing Director of Product to set vision, goals and strategy for CareerBuilder’s Applicant Tracking Product. I partner closely with our User Experience teams to complete customer research sessions, market research, wire-framing, prototyping and usage and behavior pattern analysis. Using our research findings, I pair with several development teams to scope features and complete cost analysis and scalability planning. We use this information to refine our product backlogs and begin development. We have used Scrum, Kanban and a hybrid of the two. Following development, I help test the work and accept stories for launch. I also work alongside our other internal teams (success, support, implementation, pre-sales, sales and marketing) to determine go-to-market strategy and create external and internal documentation. Additionally, I’m responsible for training our internal teams on new product updates in preparation for launch.

As Technical Support Team Lead, I was responsible for managing 8 Technical Support Analysts and 4 Technical Support Engineers. I focused heavily on coaching my teams to consult with our customers to reveal the pain behind questions or issues raised. We took a proactive approach to support, working closely with development to enhance our monitoring and automated testing. I created reports and dashboards to measure our time to pick-up tickets, time to resolution and overall cost to support. I used that data in partnership with product and marketing to adjust our pricing structure and market fit. We used ticket data in partnership with product and development to analyze gaps in product integrity that were causing significant, measurable customer pain. This ticket analysis led to numerous, significant product integrity enhancements and an overall month over month ticket decrease of 18%.During my time in this role, we reduced our median time to pick up and work tickets from 2 hours to 30 minutes. We also enhanced our communication infrastructure with our customers, creating a status page where customers could stay updated with current and outstanding issues. We also partnered with product, implementation and development to move xml configurations into a web tool, allowing lower-level support to more easily make system changes.

As a Technical Support Engineer, I worked the tickets that were escalated from Support Analysts. I acted as a second-tier product functionality expert and mentor to the Support Analyst team. I worked, on average, 30 defect and change request tickets per day, making minor database changes, xml configuration changes and debugging issues to isolate their root in our code base. I helped to manage and maintain relationships with the Rapid Response Engineering (tier III support) team.

In my role as Technical Support Analyst, I was responsible for troubleshooting and resolving or escalating customer issues. I served as the expert of CareerBuilder’s product suite and educated customers when they had questions. When I was not answering customer questions or working tickets, I was contributing on several subject matter expert teams, working with the product team to learn about new feature development and delivering customer feedback.

As a Customer Success Manager, I was responsible for driving product adoption and contract renewal. I spent much of my time training clients on our software, showing them how to solve their business problems with our offerings, monitoring usage and presenting ROI metrics to the customers to identify progress towards their business goals. When not interfacing with customers, I was delivering customer feedback to our product team.