Marshall Mobley Email & Phone Number

- Manage a high performing Global Support team, achieving SLA and KPI targets (CSAT, NPS, etc.), managing bug triage and feedback intake, and ensuring high-quality resolution of all Support cases. - Manage Product Readiness, ensuring the quality of release and organizational readiness for those releases, feeding Product Management and Development decision-ready product feedback and corresponding data.- Manage Customer Engagement, owning the customer journey through data-driven touchpoints and escalation management ensuring value realization, adoption, and retention.- Responsible for all Customer escalations and coordination of internal stakeholders during those escalations.

- Identify and implement structural organizational changes to enhance customer and partner experiences.- Focus on improving client experience through the analysis of key Customer Success metrics.- Create and develop initiatives that enhance the overall customer journey and touchpoints.- Collaborate with various departments, with a primary emphasis on Professional Services and Customer Support, to ensure the delivery of the best possible client experience.- Define and manage an optimized onboarding process for new clients, aiming to improve internal operational efficiencies while maximizing client satisfaction.- Actively address and resolve challenging situations, transforming firefighting scenarios into sustainable, structured solutions.- Establish and lead the development of a comprehensive WoodWing Customer Success practice, including the implementation of customer satisfaction level reporting.

Greater Detroit Area

Detroit, Michigan

- Craft user stories based on requirements from Product team to facilitate development- Plan and scope features for products to be built in Drupal- Attend AGILE ceremonies (Grooming, Stand-Ups, Retrospectives) to provide insight on feature requirements- Configure and administer JIRA to enable development process - Implement editorial content management system (Woodwing Enterprise) across 13 publications- Provide process solutions for content management systems- Provide functional expertise, support and training for newsroom tools (Content Station, Smart Connection, InDesign, InCopy)- Strategize, plan and map interfaces for digtial content platforms (Saxotech, Drupal)- Work with publications to understand content, process, and requirements- Perform testing and quality assurance for content systems- Deploy changes and fixes to content systems, providing training and documentation when necessary

Farmington Hills, Mi

- Cast vision for business direction- Leverage client knowledge and relationships to form dynamic brand strategies- Bring photo, web, & graphic design projects through all steps from concept to completion- Formulate content strategies used on social media platforms and our website- Grow business partnerships to provide enhanced product offerings to our clients- Conduct business communication, customer service, operations and administration- Develop and execute marketing strategies to gain business from our target client base

Novi, Mi

- Strategized and implemented plan for church’s internal social network (The City)- Managed the church’s Twitter presence, under which engagement nearly doubled- Developed content for web and social media distribution- Assisted on the website planning and development team as the head strategist- Key contributor of creative elements for art department projects (stage design, song selection, video planning, thematic presentation)- Regularly produced weekly stage performances- Rotated on a monthly schedule as the music team leader

Ann Arbor, Mi

- Developed digital strategies, managed online communities, and developed content for church’s web and social media efforts- Wrote copy for church communications and web content- Provided leadership to numerous church departments, including production, web/social media, assimilation, operations, and outreach- Created and refined weekly talks, delivering to 200 or more on a regular basis- Planned, developed and executed program format for weekly Sunday productions- Recruited, organized and lead multiple volunteer teams- Acted as counselor and mentor for church members- Provided solutions and maintenance for all IT requirements

Farmington Hills, Mi

- Served as SAP SD (R3, CRM) functional consultant tasked with supporting, configuring, and provisioning solutions for all functions relating to order entry, pricing, and order document flow- Performed data mining through queries, reports, and dashboards (Hyperion, Crystal Reports) to bring decision-ready data to company’s core leadership- Served as internal communication specialist for the IT department developing technical documentation, training documents, ROI scenarios, business proposals, inter-departmental communications, and corporate email blasts- Developed team productivity through utilizing Gallup’s Strength-Based leadership- Utilized service application framework to provide process management and recording for all internal service processes (e.g. help desk, asset management, RMA’s, vendor returns)- Managed several web development projects- Provided technical training for internal business applications

Detroit, Mi

- Functional and technical consultant for ERP business systems (Trend/SX.Enterprise), providing technical and process solutions for business challenges- Report creation, database querying, and data analytics (Brio, Progress DB)- Configured and administered OS, email, and other backend services on a Windows NT network- Maintenance and repair of desktop and server hardware

Theological And Ministerial Studies

Music Performance

Activities and Societies: Classical Choir, Show Choir, Jazz Band

Liberal Arts

Activities and Societies: Choir

Diploma

Activities and Societies: Madrigal Choir, Show Choir