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Roger Chang personal email
Roger Chang phone numbers
A long-time tech veteran, Roger Chang builds and scales high performing customer support organizations. His build-to-scale mindset is evident with three IPOs in the last decade: Qualys in 2012 (NASDAQ: QLYS), Zuora in 2018 (NYSE: ZUO) and Pubmatic in 2020 (NASDAQ: PUBM). Roger has the rare ability to understand complex technology challenges in various domains (security, fintech, adtech, networking). His versatility allows him to develop the ideal customer-facing technical organization and programs to match business objectives. He drives world-class, outcome-based execution and stellar KPIs in customer support, adoption and enablement. A native Spanish and first generation immigrant from Central America, Roger is an inspirational leader and role model who showcases the importance of diversity and inclusion in any organization.
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Senior Director, Customer EnablementPubmatic Aug 2019 - PresentRedwood City, Ca, Us
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Director Gobal SupportPubmatic Aug 2019 - Jun 2020Redwood City, Ca, Us
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Senior Director, Global Support At ZuoraZuora Jul 2017 - Jul 2019Redwood City, California, Us• Implemented Managed Services Packages to address specific revenue growth opportunities for customers with Critical Care Event Support.• Develop plan for staff augmentation (BPO) to allow the organization to focus on strategic initiatives and improve cost efficiency, global scale, and service delivery.• Partnered with Engineering, Sales, Implementation and Customer Success teams to improve Customer Satisfaction rating to 97%.• Implemented Subject Matter Expert (SME) framework to focus specialized resource on resolution of custom integrations, platform long-standing issues and marquee customer's escalations improving Resolution Time by over 40%• Improved First Response average time from 4 hours to <0.5 hour.• Deployed new Lithium Community, ticket deflection was 10% within first month and 30% yearly. Created Product Ideas Community to eliminate backlog of Feature Requests in JIRA. • Provided Product Management a community forum for automation of product feature requests.• Implemented educational framework to on board new hires and help develop specialized skills in the Global Support Organization.• Established V2MOM goals for support organization to align with company vision.• Expanded support teams globally in USA, Canada, Japan, UK, France, Chennai and Beijing -
Director, Global SupportZuora Aug 2015 - Jun 2017Redwood City, California, Us
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Director Global Customer SupportOnelogin, Inc. Nov 2014 - Jul 2015Aliso Viejo, California, UsManage Technical Support teams globally (US East/West coast, UK)providing 24x7 pre-sales and post-sales support for OneLogin Identity as a Service (IDaaS) Solution for over 1,000 enterprise customers and partners.• Partnered with cross-functional teams to improve Customer Satisfaction rating to 95%.• Improved Resolution Time from 120 days to 6 days and decreased backlog by ~80% within three months.• Improved First Response average time from 24 hours to <1 hour.• Improved Calls Taken from less than 10% to 90% and decreased abandoned rate to less than 5%.• Collaborated with sales and implementations to ensure successful deployment of key accounts.• Deployed workflow automations in Zendesk for JIRA related issues increasing efficiency of support and engineering resources.• Hands-on management and technical triage of escalated issues with Sales, Operations, QA, Engineering, and Product Management.• Provided Zendesk Key Metrics Dashboard for weekly executive team meeting.• Setup global Tiered Level Support standard process within Zendesk to decrease response and resolution times by improving resource utilization and fostering team-work and global communication.• Recruited additonal support resources including a new support team in East Coast (NC).• Assist support engineers globally on daily escalations and train them on how to effectively communicate and resolve customer issues. Provided guidance on technical knowledge/training goals.• Weekly review of Customer Satisfaction Survey feedback to determine implementation of new processes or product improvements to exceed customer’s expectations.• Implemented peer to peer technical training for new hires in the Global Support Organization.• Provided career path for support personnel facilitating transfers to key roles in engineering and professional services.• Developed Zendesk partner support integration and collaboration leading to reduced resolution times and increased customer satisfaction. -
Director Global Technical Support/Escalation And Automation ManagerQualys Aug 2010 - Nov 2014Foster City, Ca, UsManage Technical and Customer Support teams globally providing 24x7 pre-sales and post sales support for QualysGuard On-Demand (SaaS) Security and Compliance Suite for over 5,000 customers and partners.• Improved resolution time for Fortune 100 companies and partners by establishing specialist role within Technical Support.• Improved response time from 7 days to 1 day for both Customer Service and Enterprise Support.• Developed and delivered technical training for the Global Support Organization.• Published content for Community Portal and Knowledge Base.• Established partnership with Operations and Engineering to reduce bugzilla backlog by 30%.• Reduced backlog of cases from over 1,000 to 100 within six weeks. Establish global logistics process to manage inventory and collections of over 10,000 appliances.• Established quarterly goals for support organization to meet existing Service Level Agreements.• Expanded support presence to India, Japan, Europe, and East Coast.• Weekly meeting with engineering to prioritize bug resolution and feature requests.• Setup global standard process for new hire training, case management, and escalation process.• Develop Six-Sigma accuracy metrics for Vulnerability Management services.• Conducted one on one meetings and delivered annual reviews establishing career path and goals for the support organization improving team morale and reducing turnover.• Weekly presentation of Key Performance Indicators to executive team. -
Director Customer SupportAsempra Technologies Jun 2008 - Jul 2010Santa Clara, Ca, UsPerform customer installations and coordinate with reseller partners to ensure proper response time and quick resolution of technical issues.Establish escalation process and internal response times with engineering and field services team.Implemented Customer Portal and Knowledge Base in Sales Force. Improved time to deploy product from 30 days to 5 days by resolving interoperability problems with application servers (Microsoft Exchange, SQL, Windows 2003) and SAN (NetApp, EqualLogic, Nexan, LeftHand, Hitachi, IBM, EMC, Qlogic) products.Improved average time to resolution from 45 days to 3 days and reduced escalations to Engineering from 90% of cases to 5%.Managed and resolved all customer escalations and drove improvements to customer satisfaction and loyalty from 30% to 95%. Provided hands-on technical assistance on iSCSI, FC, VSS replication, SQL server, Exchange, and Linux issues.Developed and delivered training for the Customer Support Organization and Field Services. -
Director Of Authentication & Security Services - Verisign Global Customer SupportVerisign Apr 2007 - Apr 2008Reston, Virginia (Va), Us- Responsible for Global Support and Delivery of SSL products -
Sr. Manager Enterprise And Affiliatetechnical SupportVerisign Aug 2006 - Apr 2007Reston, Virginia (Va), Us- Responsible for Global Technical Support for all of VeriSign branded Enterprise and SSL Security Products
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Technical Support Manager/SupervisorVerisign Jun 2002 - Aug 2006Reston, Virginia (Va), Us- Responsible for Technical Support for VeriSign PKI and SSL products globally
Roger Chang Skills
Roger Chang Education Details
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Scp Certified Support Manager - CsmCertified Support Manager -
Kepner-Tregoe (Root Cause Analysis)Root Cause Analysis
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University Of California, BerkeleyNetwork Engineering
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City College Of San FranciscoInformation Systems
Frequently Asked Questions about Roger Chang
What company does Roger Chang work for?
Roger Chang works for Pubmatic
What is Roger Chang's role at the current company?
Roger Chang's current role is Senior Director, Customer Enablement at PubMatic.
What is Roger Chang's email address?
Roger Chang's email address is ro****@****ast.net
What is Roger Chang's direct phone number?
Roger Chang's direct phone number is +165081*****
What schools did Roger Chang attend?
Roger Chang attended Scp Certified Support Manager - Csm, Kepner-Tregoe (Root Cause Analysis), University Of California, Berkeley, City College Of San Francisco.
What are some of Roger Chang's interests?
Roger Chang has interest in Kids, Cooking, Medicine, Exercise, Traveling, Collecting Antiques, Electronics, Home Improvement, Reading, Crafts.
What skills is Roger Chang known for?
Roger Chang has skills like Iscsi, Tcp/ip, Firewalls, Unix, Voip, Pki, Network Security, Vulnerability Assessment, Vpn, Servers, Support Management, Security.
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