⦿ Customer Satisfaction: Achieved 98% CSAT by consistently delivering high customer satisfaction through exceptional service delivery.⦿ Technology Innovation: Developed a Generative Pre-trained Transformer (GPT) to enhance research efficiency for the support team.⦿ Operational Efficiency: Boosted team efficiency by 15% through process improvements, tooling, coaching, and automation.⦿ Strategic Insights: Monitored trends and delivered actionable insights to product and engineering teams.⦿ Escalation Management: Managed customer escalations and facilitated strategic meetings to resolve issues.⦿ Tooling Enhancements: Oversaw all support tooling enhancements to ensure optimal performance.⦿ Executive Reporting: Provided weekly updates to senior leadership on support metrics and performance.

⦿ Employee Engagement & Leadership: Consistently achieved above-average Employee Voice Survey scores by fostering a positive work environment. Led, guided, and mentored a team of 25 managers, focusing on support operations, customer experience, and employee growth.⦿ Operational Excellence: Developed and curated Standard Operating Procedures (SOPs) and Playbooks, significantly enhancing operational effectiveness and ensuring consistent, high-quality customer experiences.⦿ Strategic Program Implementation: Successfully launched multiple support initiatives, including BPO partnerships, 24x5 global coverage, Dedicated Support, and real-time 1-1 video call support, driving comprehensive global support strategies.⦿ Cross-Functional Collaboration: Collaborated closely with Sales and Success teams to facilitate deal closures and expansions, as well as managing escalations to ensure customer satisfaction.⦿ Performance Management: Spearheaded the implementation of an Operating Rhythm, optimizing leadership performance and time management. Established OKRs and KPIs for the Enterprise Support Organization to drive accountability and results.⦿ Employee Development: Created frameworks that provided team members with time off the queue for career development and training, leading to increased employee satisfaction and growth.⦿ Operational Innovation: Implemented a Monthly Business Review (MBR) process, promoting knowledge sharing and operational excellence across teams.

⦿ Strategic Leadership: Formulated and executed strategic initiatives for Customer Success and Objectives and Key Results (OKRs).⦿ Process Standardization: Drove implementation and continuous improvement of key processes to ensure operational consistency and efficiency.⦿ Customer Support Enhancement: Led high-quality support interactions, achieving superior Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).⦿ Business Metrics Analysis: Conducted comprehensive analysis and reporting of internal and external key business metrics to assess operational health and quality. ⦿ Developed and implemented action plans to address areas needing improvement.

⦿ Product Development & Management: Led the development and lifecycle management of support-related products, ensuring alignment with company strategy and customer needs.⦿ Customer Experience Enhancement: Identified and implemented features and tools to improve the customer support experience, based on feedback and performance metrics.⦿ Cross-Functional Collaboration: Worked closely with Customer Support, Engineering, Product, and Sales teams to ensure seamless integration and alignment of support products.⦿ Strategy & Planning: Developed and executed the product roadmap for support tools and services, driving innovation based on industry trends and customer needs.⦿ Data Analysis & Reporting: Analyzed usage data and performance metrics to assess the impact of support products, providing insights and recommendations to stakeholders.⦿ Training & Enablement: Collaborated with support teams to ensure effective training and adoption of new tools or features, developing supporting documentation as needed.

⦿ Team Leadership: Led a high-performing team of 45 leaders and support engineers, delivering exceptional customer support services.⦿ Strategic Planning: Partnered with executive leadership to formulate and implement OKRs, strategic plans, and execution frameworks, ensuring alignment with corporate strategies and values.⦿ Customer Experience Improvement: Spearheaded operational improvements and comprehensive training programs, resulting in significant increases in NPS and CSAT scores.⦿ Operational Efficiency: Optimized employee scheduling to maintain peak coverage during critical hours, ensuring seamless support operations.⦿ Performance Management: Conducted thorough evaluations of personnel performance, introducing incentive programs and team-building initiatives to enhance morale and productivity.⦿ Data-Driven Decision Making: Analyzed and reported on key business metrics related to operational health and quality, devising and implementing actionable plans to address identified issues.⦿ Workplace Culture Development: Fostered a positive, dynamic, and inclusive work environment, empowering team members to excel and aligning with company values and objectives.

⦿ Escalation Point: Served as the main escalation contact for junior team members and clients, offering expert guidance, training, and mentoring to resolve complex issues.⦿ Resource Coordination: Oversaw resource coordination and communicated change management procedures in line with SOPs and Best Practices, achieving a CSAT score of over 90.⦿ Cross-Functional Collaboration: Worked closely with Engineering, Quality Assurance (QA), Product, and Marketing teams to convey feedback on bugs, feature requests, and customer sentiment, driving continuous product improvement.⦿ Knowledge Management: Led the development and upkeep of Knowledge Base articles, tracked bugs and feature requests, and standardized document templates to enhance consistency and operational efficiency.

⦿ Interact with all business units of the company to ensure all requirements of applications are met.⦿ Act as DevOps to ensure application deployments were done on time, and all parties were aware of status.⦿ Troubleshot issues across a mixed environment to obtain root cause and ensure the proper actions were taken to prevent further occurrences.⦿ Created knowledge base articles, diagrams, and password management to ensure knowledge was available in a central repository for easy access.⦿ Served as point of escalation and on-call.

• Oversee entire project lifecycle – intake to post-mortem• Generate requirements, specifications, SOW/scope, change order, and change packet documents• Manage project team resources, schedule, milestones, deliverables, payments• Lead project Scrum meetings, client meetings, and internal project status meetings• Generate project schedules, integration diagrams, Kanban Boards, JIRA projects, and presentations• Manage partners, subcontractors, and 3rd party vendors to ensure successful deployments• Identify areas of opportunity within projects to enhance current products functionality, interfaces,and reporting

⦿ Team Leadership and Mentorship: Inspired and mentored a team of Support Engineers through performance coaching to achieve professional growth and career objectives.⦿ Escalation Contact: Served as the escalation point for all customer and high-priority issues, ensuring swift resolution.⦿ SLA Compliance: Ensured adherence to defined help desk SLAs while fostering a culture of continuous improvement.⦿ Policy Management: Oversaw compliance with customer administration policies, procedures, and work instructions.⦿ Critical Issue Management: Actively participated in the development, implementation, and triage of action plans for Priority 1 (P1) escalated tickets.⦿ Support Scheduling: Created and managed off-hours and weekend support rotation schedules to ensure consistent coverage.⦿ Help Desk Analysis: Analyzed Help Desk activities and documented resolutions to identify areas for future improvement.⦿ Executive Reporting: Provided the executive team with bi-weekly reports on the top 3 support tickets in terms of customer downtime and the top 3 tickets that engineering can resolve to reduce overall call volumes and call times.⦿ Project Transition Management: Worked with Professional Services leadership to ensure smooth transition of new projects to support, auditing materials and knowledge base provided by the services team.⦿ Customer Satisfaction: Collaborated with Engineering leadership to identify and prioritize critical fixes to enhance customer satisfaction and system stability.⦿ Innovation and Improvement: Drove innovation and improvements to increase the quality and value of support services year-over-year.