Robert Armstrong Email & Phone Number

Seattle, Wa, Us

Project based strategic advisory and consulting for Customer Support, Customer Care and Program ManagementIndustry writing and speaking, curating best practices and authoring a series of Customer Experience topical articles. Full portfolio available at https://robarmstrong.online/Speaker: "Customer Support as part of the Customer Experience Ecosystem"- Y Meadows Customer Support and Customer Success professional forum, July 19, 2023.Article: "Why customer support is a vital part of brand promise", (Mind the Product, May, 2023)Article: "Connecting customer support with product strategy", (Mind the Product, June, 2023)https://www.mindtheproduct.com/profile/rob-armstrong/Technical and leadership study tracks• Generative AI for Business Leaders• Data AI- Azure SQL/Data Services – B2B customer support proof of concept• Customer Experience Strategy- course series• Azure Fundamentals (Microsoft hosted training)• Implementing AI for Business (datacamp)

Everywhere, All, Us

Support Driven is a community for Customer Support & Success leaders sharing and building best practices. Within this community I connect and learn with others in CS and CX profession.

Malvern, Pa, Us

Frontline Education is an EdTech SaaS leader with a customer base of 8,000 districts and 21M students.Recruited to integrate and lead 8 remote product support teams that operating as silos through 5 acquisitions. Manage 11 direct Senior Managers and Individual Contributors (ICs) and 63 indirect Team Managers and Support Engineers. - Unified team productivity, quality, and KPI adherence by developing service delivery playbooks, and increasing operational rigor in a multi-channel model. Standardized KPI measures to improve reporting and visibility across all channels, resulting in year-to-date improvements in Initial Response SLA (IRT), Time to Resolve (TTR), backlogs, and CSAT.- Identified and leveraged opportunities to enhance organizational alignment, drive process efficiency, and implement operational best practices across training, knowledge platforms, Zendesk’s AI stack, and customer testing environments. Program Managed the deployment of a service status communication platform.- Fostered a customer-centric culture through advanced service personalization. Partnered with Senior Managers to enhance adoption by improving soft skills, tools training, and performance coaching. Achieved year-to-date improvements in Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

Boston, Massachusetts, Us

Athenahealth is a SaaS B2B leader in healthcare practice management, mobile applications and EHR solutions with a current base of more than 100K providers serving over 102M patients.Directed a 56-member service delivery team and implemented an end-to-end transformation strategy to support a 3x company growth trajectory. Developed predictive forecasting, capacity planning, and workforce management plans to optimize resource allocation and manage over 15,000 monthly contacts across chat, web, and phone channels.- Cultivated a high-performance environment that attracted top talent and fostered their growth through training, stretch goals, and transparent performance management. Improved year-over-year Employee Engagement scores by 17%.- Streamlined processes, tools, and operational execution to meet business and service KPIs. Achieved year-over-year improvements in self-help deflection, first contact resolution, response, and handling times, and customer satisfaction.- Developed and deployed an Enterprise Technical Account Management program, enhancing the support services portfolio for a $60M annual revenue book of strategic enterprise customers.

Boston, Massachusetts, Us

(Veritas Capital acquired and integrated GE Healthcare and Athenahealth in 2018)- Re-engineered the SaaS and on-premises support structures by devising and implementing a tiered model, which enhanced organizational efficiency and service quality.- Built and managed an operational framework to develop team capabilities, processes, and tools aligned with defined KPI metrics, customer experience drivers, and business strategies.- Championed the voice of the customer (VOC) within the organization, leading cross-functional initiatives delivering a 150% increase in defect fix / release velocity.- Negotiated and fostered cross-functional partnerships with Product Management, Product Operations, Customer Success, and Implementation teams to create a seamless end-to-end customer experience.

Chicago, Us

Organizational and program leadership for the Centricity (and subsequently AthenaFlex) suite of products, leading a team of 65 in the development, deployment and management of a strategically aligned support model spanning:-Service delivery, customer experience, and strategic initiative leadership, leveraging data analysis to inform process, customer journey and service quality improvements. Delivered + 30% improvement in first call resolution and + 40% improvement in time to resolve support incidents.-Creation of a robust support readiness and go to market capabilities including forecasting, capacity management, tools, training and stakeholder collaboration.-Development of a cohesive Partner Support model to provide consistency and responsiveness across the partner support ecosystem, which included API developers, integrated products, Value Add Resellers (VAR) and BPO partners.- Leadership of a high velocity customer support organization handling incidents across phone and online channels to deliver effective product support and customer satisfaction while executing on key service delivery standards. Provided coaching and career development to enable skills, competency and job progression.-Spearheading of organizational alignment around the ITIL framework, including structured Problem Management and Incident Management processes and practices.

Redmond, Washington, Us

Developed and led the Global Partner Support Program for Windows Mobile, managing a team of eight Support Account Managers. We designed and implemented initiatives that enhanced partner enablement, relationship management, and go-to-market readiness. The program engaged 18 mobile operator partners, including AT&T, T-Mobile, Verizon, Telus, Bell Canada, Orange France, Vodafone, and SK Telecom, across 47 customer service call centers with a global workforce of 9,000 agents.

Redmond, Washington, Us

Program Management of Windows Phone Partner Support launch planning, managing a team of 8 Support Account Managers chartered to blueprint and deploy platform support programs covering partner enablement, relationship management and go-to-market readiness with mobile operator partners.

Redmond, Washington, Us

Managed a team of Enterprise Support Engineers delivering front-line operational support for white label implementations of Windows hosted consumer services.

Masters Of Business Administration Degree, Marketing

Executive Leadership Program, Athenahealth

Bachelor Of Arts, Business Administration