Luke Via Email & Phone Number

San Jose, California, Us

Hiver is a customer service platform built for Google Workspace. It helps organizationsworldwide manage customer communication across multiple channels such as email and livechat. Hiver offers the most intuitive capabilities for teams of all sizes as it is built natively withinGmail. More than 2000 companies of all sizes from over 30 countries use Hiver every day tomanage their customer communication, including Upwork, Flexport, Harvard University, Clutterand Pluralsight.Lead the organization to deliver the greatest demonstrable value to customers.• Advocate as the "Voice of the Customer" on the leadership team and create a persistentfocus on the customer in decision making• Keep a close pulse on desires and needs of the customer and design the appropriateservice model for each segmentation• Define and implement quantitative and qualitative metrics for customer relationships.• Manage the day to day customer operations of the company, ensuring the company hasa master view of the customer profile throughout the customer journey.• Solve lasting customer challenges in a holistic manner, partnering with otherdepartments as needed.• Coach and empower direct reports to lead their functions and teams.

San Francisco, Ca, Us

Insightly provides customer relationship management, marketing automation, and support ticketing software for businesses of all sizes across a range of industries such as manufacturing, consulting, professional services, media and advertising, non-profit, technology and others.• Scaled Customer Success Org through hiring of CSMs and development of CS Ops, CS Enablement, Onboarding, and Technical Account Management teams (grew team from 8-35 employees)• Increased GDR by 15%, NRR by more than 10%, and upsell/cross-sell ARR by 350% (over $2M in 2022).• Developed Voice of Customer program, resulting in over 150+ improvements to our product offering.• Established skillset map and career ladder for CS, TAM, and Onboarding teams increasing employee retention and eNPS by 30%• Partnered with Marketing and Sales leadership to implement Account Team structure and Rules of Engagement• Implemented Objectives and Key Results driving an increase in Business Reviews and customer retention

San Francisco, Ca, Us

San Francisco, Ca, Us

New York, Ny, Us

Parse.ly is a technology company that provides web analytics and content optimization software for online publishers. Parse.ly built three products, the Parse.ly Reader, the Parse.ly Publisher Platform, and the latest Parse.ly Dash, an analytics tool for large publishers• Built Customer Success Organization of 8 CSMs, 6 CS Engineers, and 2 Customer Support Representatives• Increased NRR to over 104% in 2017 and 2018• Drafted all Playbooks and served as Enablement resource for CS Team• Owned Voice of Customer Program delivering insights to Product and Executive teams• Created Rules of Engagement and Renewal Playbook in partnership with Sales leadership• Built Parse.ly Onboarding and Adoption programs reducing TTFV by 60%

New York, Ny, Us

Acted as first Customer Success Manager at Parse.ly spearheading all CS efforts. Managed over $2.5M ARR and over 130 accounts, many of which were Fortune 500 brands. Onboarded, integrated, and trained all accounts while creating playbooks to consistently provide value and ensure clients remained engaged. Established internal system for tracking customer health, identifying at risk and growth opportunities. Owned and managed all technical customer support processes and operations for all accounts.

San Mateo, Ca, Us

GoPro develops and manufactures wearable and gear mountable cameras and accessories along with a suite of editing software. • Maintain all SLAs for phone and email support with GoPro’s global customer base• Troubleshoot and de-escalated support inquires, partnering with engineering and QA to deliver regular updates• Test new products, software updates and provide product feedback with the development team• Provide on-site product training to global support teams in Europe

Revel Systems is an iPad based point of sale solution for restaurants, bars, retail, and Enterprises.• Exceeded quarterly quota of new logo bookings and current client expansion (driving $1.1M in total bookings)• Managed over 450+ customer subscription renewals annually

A windows partner in organizing reps to market Windows productsHosted individual promotions for Microsoft products around San DiegoSocial Network Outreach and Blog CreationExceeded goal of giving 40 demonstrations per week