Ron Klinger Email & Phone Number

Sunnyvale, Ca, Us

Sunnyvale, Ca, Us

Mountain View, Ca, Us

Managing about 20 team members across 3 locations. Built the global support organization, established uniform performance metrics (CSAT and CRR), and drove to achieve high effectiveness metrics. Dealt directly with Fortune 100 customers to support pre- and post-sales activities.Main achievements:• Consistently achieved high customer satisfaction (CSAT) score of 99% while growing customer base to over 7,000 paying customers• Transformed customer tickets into actionable product plan – implemented a new ticketing flow and template to allow collection of data that mapped directly to product feature and documentation improvements• Established a VIP customer support process to provide better service to top paying or strategic customers• Took part in annual budget planning for the Support Organization and oversaw its implementation• Integrated Zendesk ticketing system into Salesforce to provide the Sales team with visibility into ongoing technical issues in customer accounts• Organized company-wide Knowledge base – overhauled company content management system to streamline Knowledge base use• Initiated building Support product diagnosis tools – led the design of internal tools aimed at significantly shortening problem pinpointing timeframes

Mountain View, Ca, Us

Managed a team of 4 across two continents supporting over 5,000 paying cloud and on-premise customers, as well as to meet and beat CSAT industry standards.Main achievements:• Built a support process from the ground up including ticket handling and escalation flow between Support, Devops and Engineering• Created a hiring and on-boarding plan – defined job requirements for different Support roles. Set up interview process that included a technical exam. Formed a 6-week training and onboarding plan for new team members• Established a metric driven Support culture by measuring customer satisfaction using industry standards like CSAT and SLA and managing against these metrics • Up-leveled skill set and knowledge in the team by creating a plan for knowledge transfer between Engineering and Support across different countries• Led the move to an automatic call center system – fully automated our customer call system to direct calls between different support centers• Groomed and mentored team leads

San Mateo, California, Us

Promoted to lead Imperva’s Global Support organization including about 60 team members in 4 different locations. Main achievements:• Successfully streamlined and optimized the organization, enabling the support of the growing customer base of the company (over 3000 accounts) with a minimal increase in headcount• Lead the process of increasing Imperva’s Global support footprint by building teams in Dallas and Singapore and creating a critical mass of people in these teams• Lead the initiative of creating an escalation process within the Support management to assist better support our customer base. Managed crisis situations with our customers• Established standard metrics and best practices for customer satisfaction measurement• Grooming and mentoring new managers from within the group• Created the reporting tools to provide the management team with our SLA results• Created a Business Continuity Plan for the Support Organization• Initiated and lead the planning, budgeting and implementation of a world class Virtual lab in the Support Organization• Involved in Contract negotiation and approval

San Mateo, California, Us

Promoted to lead 3 teams spread between two different locations supporting Imperva’s customers (20 team members including 2 managers)Main achievements:• Kept employee turnover to a very low rate at a time when many Support people changed jobs frequently• Took part in creating Premium Customer offerings – Designated Support engineer (DSE) – recruiting and training the right personnel and assisting Sales to up sell the offering• Created multiple reports and Dashboards to allow Services management to get the visibility of different trends in Support• Established a new Strategic Knowledge and Training team within the Support department. Team was responsible on providing services to the whole Services organization including the Support and Professional services. The team had direct contribution in recruiting training and mentoring our engineers assisting to build a top class Services organizationMain projects lead by this team:o Creating a new hire on boarding plan for Support and PSo Creating version training for every new version released by Imperva. Delivered internally across the companyo Initiated and Built a Wiki – Internal Knowledge base widely used in the companyo Initiated and built Imperva’s Customer Support portal including the Customer Knowledge base allowing customer empowerment and significant case deflection

San Mateo, California, Us

Started a support team of two people and grew the team into a group of 10 highly trained top level support engineers.• Built a support group which received very high (higher than 97%) customer satisfaction ratings• Spearheaded the development of problem case and call tracking, as well as technical problem knowledge methodologies• Championed the implementation of a worldwide 24/7 support offering in order to accommodate customer demand• Implemented a Cloud call center

San Mateo, California, Us

Hired, trained and mentored a staff of 8 QA and 2 IT engineers, while handling the department budget.• My group was responsible for supplying high quality assurance service to our R&D department and the release of our product at top quality• Established an Automation team within QA responsible for the development of an automation environment and regression test scripts• Chose and implemented a bug tracking system for the company• Planned and built the company’s network and lab including purchasing all required servers and network equipment