Robert M. Rupprecht, Mba Email & Phone Number

Short Hills, New Jersey, Us

Establish the Strategic Vision and Operations for a 24x5 Global Technical Support Organization.

Short Hills, New Jersey, Us

Menlo Park, Ca, Us

Lead a team of 13 Technical Support Engineers on the Kustomer software within the Business Messaging Organization at Meta.

Short Hills, New Jersey, Us

Kustomer was acquired by Meta in 2022Operationalizing and scaling a global technical support organization through consultative actions and training on the Kustomer SaaS platform. Managed the team that established:- Onboarding Training Program for new Technical Support Engineers. Onboarding of new hires dropped 80%- Internal Technical Support Handbook and Standard Operating Procedures- System efficiencies and automations which eliminated redundant client inquiries

Holmdel, New Jersey, Us

Orchestrated the daily operations of the customer success management team while delivering insightful guidance to promote client success and boost retention. Collaborated with cross-functional managers and directors to suggest data-driven process optimizations that were aimed at meeting and exceeding operational objectives as well as enhancing overall team productivity.- Established the Customer Success Technical Account Management team, conceptualizing a standard operating procedure and methodology as well as selecting, onboarding, and directing a team charter- Developed the Customer Success Technical Account Management team from scratch, establishing a standard operating procedure and methodology as well as selecting, onboarding, and directing a team charter. - Introduced a customer adoption metrics pack that enabled the CSM team to view client usage data.

Holmdel, New Jersey, Us

Coached various teams within Customer Service to pride the best customer experience to our client base. Specialized in Enterprise Service/Support for clients with over 2,500 employees.- Conceptualized and developed the Enterprise Customer Support team from scratch, establishing the initial business plan, processes, and strategies as well as recruiting and hiring 26 professionals- Accumulated over $551K in annual revenue within six months of generating a customer lead generation process- Direct manager for up to 15 individual contributors

Holmdel, New Jersey, Us

My role consisted of coordinating a team of 15 Subject Matter Expert helpdesk professional through all daily initiatives by answering questions and interfacing with cross-functional departments to safeguard cohesive operations and task completions. I also performed comprehensive analysis of client-submitted technical issue escalations to identify and implement solutions.• I developed and administrated a dedicated deliverables team that focused on finishing long-term projects

Holmdel, New Jersey, Us

- Conduct trainings for clients on all aspects of the iCIMS Talent Platform. - Construct new documentation of features within the Platform as well as update and maintain the current documentation.- Maintain the Customer Care Site to ensure all documentation is uploaded and up to date.- As a team lead I work on maintaining a strong training team by making sure that all trainings are tailored to the client's needs and are conducted in a complete manner. This helps make the trainings an effective use of the client's time.

Holmdel, New Jersey, Us

Answer client questions on the iCIMS Talent Platform among various other projects. These projects included updating documentation on the platform when a new release is announced, conduct trainings for clients, and construct iForms for client career portals.

Master Of Business Administration - Mba, Entrepreneurship

Bachelor Of Science (Bs), Business Administration; Double Concentration In Sport Management And Marketing