Natalie Bender Email & Phone Number

Served as liaison between Customer Success, Engineering and Product, developing and implementing processes to improve cross functional communication on the stability of the platform. Developed strategies to increase overall utilization of the technical support team, resulting in quick detection and resolution of product defects. Created reports, dashboards, and alerts, allowing Engineering and Product teams to immediately identify trends in platform health and act quickly. Developed an issue prioritization framework based on impact and value of defects

Missoula, Montana Area

Created and evolved customer support and implementation journeys, ensuring product adoption, customer satisfaction, maximization of account expansion, and minimization of churn. Hired, trained, and managed team of technical support agents, technical writers, and implementation specialists; creating and maintaining best practices for providing world-class support. Worked closely with product and engineering teams to evolve issue reporting and tracking processes and communication between teams. Identified and implemented new technologies to manage customer inquiries, track implementation projects, and drive automation

Web development, project management, consulting. Performed data center migration from physical location to cloud.

Missoula, Montana, United States

Managed team of designers, developers, project managers and software engineers. Worked as liaison between Web Services and Sales as sales engineer to ensure project deliverables, timelines and budgets were scoped successfully. Managed several in-house software development projects including a web-based content management system, customer relationship management system and ecommerce software; developed written training materials and courses for these products; participated in the rollout and development of sales and marketing plans for each.

Missoula, Montana, United States