Neil Smith Email & Phone Number

San Francisco, California, Us

Iterable is the growth marketing platform that enables brands to create, execute and optimize campaigns to power world-class customer engagement across email, push, SMS, in-app and more with unparalleled data flexibility. As VP of Technical Support, I've built a world-class global technical support team, that is fully-prepared to handle the wide variety of deeply technical issues that our customers might encounter. I've stood up an offshore team to allow Iterable to provide true 24x7 coverage, built out a support revenue generation structure that contributes nearly 5% of total revenue and helped build the careers of the next generation of SaaS support leaders. All this has been done while maintaining average CSAT scores above 97% every single quarter.We're a fast growing company! Check out our careers site if you'd like to be part of it - https://iterable.com/careers/

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

Lead strategic initiatives centered around technical services to customers and prospects. Build, grow and manage customer-facing sales and support engineering teams. Work cross-functionally to support mission-critical company objectives by providing technical resources, consulting and insight. Leverage data sources for continuous improvement. Provide direction to projects focused on tools that improve the customer experience. Aggregate feedback gathered by team from users into real-world product feature requests, and socialize asks among leadership team to influence product road-map as needed. Cover duties of Customer Success leader during family leave, managing eight Customer Success Managers and leading all internal Customer Success programs and initiatives.

San Francisco, California, Us

Oversee Sales Engineering and inbound support teams. Set goals and monitor progress for team members. Provide training and coaching. Manage staffing levels for team. Work on cross-departmental initiatives with sales leaders and position team to provide maximum revenue-generation and customer satisfaction impact. Serve as conduit to engineering and product teams on areas of customer satisfaction. Serve on the Customer Experience group's management team and participate in development of projects and programs within the group.

San Francisco, California, Us

Assist sales team with in-depth technical consulting services on SaaS-based sales presentation tool. Provide customers with pre-sales support on Salesforce integration, SMTP and SPF configuration, Java and site code issues. Track and manage product feature requests. Work with product team to communicate customer needs and product roadmap.

Addison, Texas, Us

Provide internal technical consulting to multiple digital out-of-home networks. Oversee strategic direction for internal IT structure including management of acquisition- and merger-based technical integration. Initiate internal IT programs including cloud services, mobile device management and virtual infrastructure. Direct and manage IT resources. Support business processes and applications including proprietary inventory management tool, Force.com platform, SQL servers and datacenter/web services. Manage nationwide corporate IT network and resources including Windows network, telephony, asset management, strategic technology planning, desktop support. Technologies include VMWare, Google Apps, Server 2008R2, AD and Group Policy, DNS, DHCP, VPN, KMS and VoIP.

San Francisco, Ca, Us

Oversee 300 computers at 11 locations. Direct all strategic technology planning. Provide desktop support to 120 staff. Maintain five Windows Server networks using both physical and virtual servers, as well as build and maintain VPN solutions for all locations. Provide support and direction to technology program initiatives for youth. Provide regular technology training to staff. Design and implement new networks from project conception to completion. Maintain VoIP networks in three locations.

Designed, implemented and maintained all technology and administrative systems to support education and training programs for a start-up non-profit organization.

Maintained and developed all information and administrative systems.