Michael Beale Email & Phone Number

Austin, Texas, Us

Austin, Texas, Us

Managing a global team of Technical Support engineers

Austin, Texas, Us

* Built the operating model and playbook of best practices around improving empathy and delivering a high level of customer care* Worked with Product and Engineering to identify and scope internal and customer facing features* Operated as the Voice of the Customer when collaborating with Marketing, Sales, and Product* Turned support into a competitive advantage instead of a cost of doing business * Compiled reports for user activity to discuss at weekly meetings* Led a project to implement an internal reporting tool (Metabase) for all the company to use

Austin, Texas, Us

I split time between reactive customer support and using the information gained from those interactions to be proactive by implementing customer success plays. Customer retention and customer satisfaction are the primary objectives.* Updated on-boarding messaging to be based on user activity* Created a HealthScore for converted customers* Identified milestones that help predict conversion* Discovered "oh no" moments for customers and design a plan of action for them* Automated KPI reporting for the Customer Success Team* Developed a plan to perform QBRs* Implemented an NPS strategy to monitor customer satisfaction* Created a process to monitor changes in account activity to increase customer retention* Contributed bug fixes and enhancements to the main application as well as open source libraries

Lehi, Utah, Us

My main responsibility was to help customers (typically developers) integrate with EasyPost. This included answering support requests, updating documentation, and updating client libraries. I also created and maintained a central support tool which helped everyone (including non-technical) in the company participate in support. I maintained lists of feature requests and worked with the developers and product team to implement new features according to the specifics of the customers. Mapped out the customer Journey to help increase conversions and messaged the customers relevant information according to their customer journey state.

San Francisco, Ca, Us

My primary function was to help companies of all sizes and users of various technical skill successfully use our product. I used live chat and email to communicate with customers on issues related to the UI and helped debug end users' code to integrate with the REST API. I contributed to the official REST API client wrappers and helped the team prioritize which bugs and enhancements were most important to our users.