Nathan Finder Email and Phone Number

• Manage 2 groups of Product Specialists• Oversaw employees in California, Utah, Missouri, Texas, Georgia, and Yerevan (in-person & remote)• Had 2 employees promoted to Product Manager, 5 to Senior titles• Team consistently has highest metrics within the Specialist department• Spearheaded reorganization within the department, resulting in >$1M in company savings• Developed custom reports and dashboards on Salesforce & Jira to ensure team hits metric goals• Coach to… Show more • Manage 2 groups of Product Specialists• Oversaw employees in California, Utah, Missouri, Texas, Georgia, and Yerevan (in-person & remote)• Had 2 employees promoted to Product Manager, 5 to Senior titles• Team consistently has highest metrics within the Specialist department• Spearheaded reorganization within the department, resulting in >$1M in company savings• Developed custom reports and dashboards on Salesforce & Jira to ensure team hits metric goals• Coach to metrics driving high-level success, and positive NPS• Lead team meetings & stand-ups, conduct 1:1s on a biweekly cadence• Frontman for department shout-outs for top performers• Morale leader, advocate for team company-wide• Positive recognition from VP of Customer Success, and department Director Show less

• 1:1s with team members• Case queue management• Corrected incongruent team metrics• Build Salesforce dashboards to improve team's visibility into their metrics• Built custom reports to provide updates to Executive Leadership on team progress

• Provides assistance and acts as knowledge base resource for Success Managers, Onboarders, and continues to assist Support Agents, for General and Accounting based inquiries• Team leader, coaching new hires regarding workflow tips and product knowledge• 2x winner of "Success Hero of the Month" award• Maintains high level of professional communication with premium mega-enterprise tenants• Piloted new initiatives for team responsibilities• Use of SQL to make backend edits to… Show more • Provides assistance and acts as knowledge base resource for Success Managers, Onboarders, and continues to assist Support Agents, for General and Accounting based inquiries• Team leader, coaching new hires regarding workflow tips and product knowledge• 2x winner of "Success Hero of the Month" award• Maintains high level of professional communication with premium mega-enterprise tenants• Piloted new initiatives for team responsibilities• Use of SQL to make backend edits to customer data• Interview panel for aspiring new hires• Manager back-up when necessary Show less

• Continuation of CSA I responsibilities with higher metric requirements• Case count between 80-120 per week• Highest chat concurrency in Support department• Provided occasional assistance to other Support Agents

• Assisted customers via phone calls, live chats, and emails• Occasional remote control of customer's computer• Intermittent work within DialPad, QuickBooks Desktop and QuickBooks Online