Michael Kelley Email & Phone Number

• Advised and implemented changes to our support case open process that improved case deflection by 25%.
• Hire, manage, and mentor a diverse, multi-level team of support engineers providing support on all of Telligent's products.
• Provide detailed reports and statistics to upper management regarding our KPI's such as, service levels, customer complaints, and capacity requirements.
• Administrate Telligent's Salesforce instance and implement changes to improve case management workflow, support engineer performance and CSAT metrics.
• Continually train on Telligent's new product offerings and verify that the engineers reporting to me are both equipped and ready to provide excellent customer service.
• Working directly with our Enterprise customers to verify that their support needs are not only being met but exceeded. This includes weekly cadence meetings with key stakeholders and acting as a liaison between the.

• Embody Telligent's Core Values: 1) Customers Come First, Period. 2) Honesty, Always. 3) Accountability For All We Say And Do.
• Mentor and encourage all members of the Product Support team.
• Hire, manage and mentor a small team (4-6 individuals) and retain key talent.
• Provide detailed reports and statistics to upper management regarding service levels, customer complaints, and capacity requirements.
• Administrate Telligent's Salesforce instance.
• Facilitate the delivery of Telligent product licensing.

• Act as an escalation point for all Product Support Engineers where additional background knowledge or in-depth troubleshooting is required.
• Assist in writing documentation necessary to increase the efficiency of the support provided to our customers.
• Identify knowledge gaps in the team and prepare training materials sufficient to bridge those gaps and better prepare the Product Support Engineers.

• Conduct webinars and demonstrations of Community Server to corporate decision makers.
• Directly indicate and direct client on how Community Server aligns to their business needs and meets their ROI requirements.
• Maintain full strategic knowledge of new features as they are developed and how they may be of use to prospective customers.
• Respond to all RFI/RFP requests as they pertain to our community platform.
• Create full Professional Services statement of work estimates based on discussions with customers and their needs relating to custom development.

Dallas, TX

• Provide the first response to customer inquiries and questions via e-mail, telephone and social channels including Telligent's Community Forum.
• Maintain a high level of knowledge about the current and previously available versions of Community Server.
• Maintain personal ownership of service levels and execute on agreed upon response time frames.
• Assist customers in the installation of Community Server from ground-zero to fully deployed community.
• Troubleshoot Community Server configuration issues and reported bugs via online screen sharing methods and telephone.
• Act as the customer's advocate within Telligent, ensuring that their needs relating to documentation requests and reported bugs are properly identified and communicated to Product Development and Product Management.