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 customer and Telligent.

• 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.• Troubleshoot issues with the Telligent platform including .NET issues, IIS, SOLR/Tomcat and extensions with Sitecore, Salesforce and Sharepoint.

• 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.