Support Driven is a community of people in Customer Support and Success helping each other.Through this community I get to connect with, learn from, and even share my knowledge with other Customer Experience Professionals.

* Executive Team member in charge of Onboarding and Support Departments* Motivates team members through coaching/career planning and setting individual and team goals* Responsible for setting and executing strategic vision of department and teams* Actively partners with company owners and fellow executives to set and execute company-wide strategic vision* Overhauling customer onboarding program to simplify processes and decrease customer time to value* Built and executed staffing models to maintain balanced workloads for teams while positively impacting customer experience* Led the project to migrate company from in-house software to HubSpot CRM* Migrated support team from “shared inbox support” to case management style support* Launched inaugural NPS survey and associated processes* Defined and standardized departmental operating procedures with ongoing tracking and measurement* Utilize project management skills to allocate, track, and drive accountability across departmental and company-wide initiatives* Identifies, tracks, and reviews KPIs as defined for teams, departments, and the whole company

* Developing a high performing team focused on the Operations vertical to support the OutcomeManagement team* Leads team to consistently meet or exceed goals in support of Outcome Management goals* Motivate team members through coaching/career planning and setting individual objectives* Established baseline productivity metrics, and produces quarterly analysis on KPIs to identify trends, develop, and finalize Board of Directors reporting* Responsible/accountable for weekly, monthly, and quarterly KPI reporting* Supports CSMs for complex renewals and account management* Identifies data issues and partners with internal stakeholders to remediate or develops neededplans to improve* Build, deliver and provide ongoing training to CS Team for processes and procedures* Review, approve, or coach team members on quote submissions* Consistently document and maintain current processes and procedures for CS Team, managecommunications for changes or improvements to processes and procedures* Serve as liaison to technical teams supporting SFDC, maintain backlog and actively track andprioritize issues and enhancement requests* Partner cross-departmentally to remediate processing issues, identify needed workflow changes* Identify additional operational or automation opportunities to increase CS efficiency or to deliverimproved customer service and experience* Serve as CS SME for go-to-market planning, prepare plan for requirements to communicate, train,and deploy GTM to CS Team* Collaborates and deliver high level of responsiveness to CS Managers, Director, Finance, and CEOStaff

- Global and Fortune 500 level client account oversight and ownership- Cultivate new business opportunities through client relationships, working in partnership with sales- Monitor user adoption and system usage, recommend strategies to increase usage/adoption- Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption- Conduct strategic business reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives- Contribute towards guided on-boarding as a primary strategic account owner- Produce client deliverables such as Success Plans, Project Plans, SOWs, etc. - Manage activities and liaise between the client and the various departments within Smarsh including Technology, Sales, Client Services, Product and Marketing- Coordinate and conduct user training programs- Demonstrate detailed product knowledge and gather client requirements for future product releases- Document, route and track feature requests, and provide client with progress updates- Contribute towards internal departmental process documentation

- Mid Market level client account oversight and ownership- Cultivate new business opportunities through client relationships, working in partnership with sales- Monitor user adoption and system usage, recommend strategies to increase usage/adoption- Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption- Produce client deliverables such as Success Plans, Project Plans, SOWs, etc. - Manage activities and liaise between the client and the various departments within Smarsh including Technology, Sales, Client Services, Product and Marketing- Coordinate and conduct user training programs- Demonstrate detailed product knowledge and gather client requirements for future product releases- Contribute towards internal departmental process documentation

- Responsible for all appointment scheduling for owner, self, and contractors - Maintain relationships with current clients while reaching out to new leads - Implementation and administration of MDM for several small to midsize companies - Responsible for all accounts payable and receivable, as well as all payroll - Technical support and instruction via phone, remote system access, or in-person appointments - One-on-one software training for new computer users - Email server migration and management - Network setup and administration

A full-service Interior Design firm specializing in residential and light commercial design.

At Craft & Design the focus is on the home, providing you with creative design solutions and cabinetry for the way you live. We offer both sustainable, custom cabinetry that we manufacture in Hood River, Oregon as well as cabinetry from nationally recognized cabinet manufacturers.