Leader of US Support Operations for Coupa Software

Leader of a globally distributed team of Support Account Managers that provide holistic support of oissues for Coupa's largest customers with the goal of optimizing their support experience.

- Leader of scaled regional support center for Coupa that supported the full suite of Coupa products.- Responsible for hiring onboarding and development of the leadership team and the Support engineers that they support- Primary support stakeholder in development of a new knowledge management program at Coupa. - Helped to develop new KPIs and case management best practices.

- Responsible for establishing the east coast support center for Coupa Software including hiring of the leadership team and Individual contributors- Helped model inbound coverage that accounted for the additional regional capacity- Was a member of the initial "Rising Star" class, focused on executive leadership development.

Complete ownership of support organization across Cratejoy’s B2B and B2C businesses including operational initiatives, leadership of US-based seller support representatives, and management of an outsourced vendor relationship. - Lead a 30% reduction in support costs while driving y/y increases in CSAT and a reduction in First response and total resolution time- Implemented a machine learning platform that is driving a 35% deflection of incoming tickets- Administered a complete CRM migration including email, social, and live chat channels as well as our Knowledge base platform- Worked closely with product to measure and communicate customer pain and identify high priority bugs and feature requests- Implemented a knowledge program that utilizes SEO best practices and maintains consistent structure. Used gap analysis to identify new content opportunities- Served as an internal and external resource for custom reporting using SQL and other BI tools

Leadership of a team of senior individual contributors and support engineers which spanned multiple Autodesk products with responsibility for hiring, performance, and career development. - Lead the action team for Autodesk’s Media and Entertainment team (including 3DS Max and Maya), defining support strategy and forecasting support needs- Lead the creation of the GCSO quality assurance program, including defining guidelines, calibrating on coaching and defining review cadence

Lead the establishment of the Portland office for Squarespace, growing the team from 6 employees to 150 in two years. Directly responsible for the performance, engagement, and career progression of a team of 75, including Supervisors and Client Success Representatives- Created and lead the Cratejoy Quality Assurance program including defining guidelines, calibrating on coaching and assessment, and defining review cadence - Lead the strategic live chat expansion including forecasting demand as well as coordinating training and staffing- In 2015, Squarespace Portland was named the #2 Mid-Sized workplace and the Overall winner for Best Managers

- Manager of a team of 20 account managers with the specialization of supporting Yahoo! Small Business Web Hosting and eCommerce customers with responsibility over hiring, performance management, career development, and corrective action. - With the rest of the leadership team, shaped goals and metrics to better align ourselves with the needs of the business and our customers. Reinforced and drove results of key performance indicators through direct coaching and mentoring. Attended regular calibrations with the Quality team to ensure that quality guidelines correctly reflected these priorities.- Ultimate responsibility over departmental service level attainment as well as team key performance indicator attainment. Developed daily strategies to optimize team utilization and make sure that we were covering multiple communication channels in the most efficient way possible.- Through monitoring of escalated tickets, helped identify potential system wide issues and drove resolution through direct engagement of engineering.

- People manager with responsibility over a team of 20 account managers who specialized in account optimization for Yahoo! Search Marketing PPC customers. This role encompassed hiring, performance management, career development, and corrective action, as well as ensuring that service levels across email and phone channels were at acceptable levels. - Helped author new quality standards for email interactions that better aligned with the feedback we received in customer satisfactions surveys and Net Promoter Score results.

- Managed hiring, performance and development for a team of 15 direct reports.- Drove performance through 1:1 coaching and monitoring of interactions for Quality Attainment. Acted as a point person for escalated situations and contacts and drove resolution while engaging both front line and tier 2 teams. - Participated in leadership-wide quality calibrations to ensure consistency in delivery across the broader organization.