Martin Smith Email & Phone Number

Supported Customer Success Managers(CSMs) to ensure customer growth of mid-market and enterpriseDocumented and updated all Customer Success(CS) processes, workflows, and knowledge bases across all lines of business to provide easy access to CS Team; Launched and updated CS Playbook and CS Homepage as a tool to ensure proper workflow and process of CS Team was followedCreated and launched CS Onboarding Process and Checklist that ensured that all access and tools were provided to… Show more Supported Customer Success Managers(CSMs) to ensure customer growth of mid-market and enterpriseDocumented and updated all Customer Success(CS) processes, workflows, and knowledge bases across all lines of business to provide easy access to CS Team; Launched and updated CS Playbook and CS Homepage as a tool to ensure proper workflow and process of CS Team was followedCreated and launched CS Onboarding Process and Checklist that ensured that all access and tools were provided to new members of CS Team once they started Maintained, managed, and created Tableau dashboards and reports for data analysis to provide efficient analysis and strategy planning; Completed update and analysis of DUNS account numbers across entirecustomer base of 100k to ensure accurate reporting across all lines of business Led churn strategy of SMB CS Managed accounts to increase retention efforts of that customer baseManaged offshore support team to ensure compliance and ticket resolution time of 24 hour acknowledgment time; Launched Offshore Support Team Incentive Program to ensure tickets werebeing handled efficiently and timely Facilitated regular meetings with internal teams to provide updates to CS Roadmap to enable CS Team to share and promote it with their customers to upsell and grow their accounts; Facilitated and led Lunch and Learns for CS Team Worked closely with executives of a large company to successful migration of their customers to VBC Platform including upselling products to generate growth. Show less

Led in requirements creation for Vonage platform enhancements including Billing Platform, Number Transfer Automation that lead to reduction in agent handle time and 25% lift in customer satisfactionExecuted BUAT providing detailed feedback to development organizations that directly lead to deployment of Number Transfer AutomationLaunched Executive Response Team to respond to escalations that were sent to C-Level executives to ensure efficient and courteous resolutions to… Show more Led in requirements creation for Vonage platform enhancements including Billing Platform, Number Transfer Automation that lead to reduction in agent handle time and 25% lift in customer satisfactionExecuted BUAT providing detailed feedback to development organizations that directly lead to deployment of Number Transfer AutomationLaunched Executive Response Team to respond to escalations that were sent to C-Level executives to ensure efficient and courteous resolutions to escalated customersLed internal QBRs to C-Level Executives to provide insights on past performances and recommendations for future expectations Show less

Led team of 16 full time employees to #2 team ranking in Vonage contact center; Improved team's average handle time from 11:30 to 9:45Led deployment of Aspect project to help Workforce Management schedule agents breaks and lunches to meet complianceHandled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution

Assisted leading a team of 16 full time employees to #2 team ranking in Vonage contact centerLed Aptela merger team in migration of customers from Aptela platform to Vonage platform after purchase of AptelaLaunched Partner Support team by creating processes for the team to follow while being sole POC for the first white label account BetterWorld

Atlanta, Georgia