Manager, Client Success Operations
Current- Primary contact for annual strategy, cross functional projects, and reporting deliverables related to CS- Responsible for company SLA reporting, and client ticket management for 10+ business units (Including support teams, internal IT, and product management)- Cross team leadership to ensure best practices are followed, and to identify new approaches to create a cohesive "One Team" culture and organization- Responsible for systems automation, QBR reporting deliverables, & knowledgebase content creation to enable ticket deflection- Headcount planning: Lead budget strategy with finance to manage a 6-figure annual budget of licenses- Take point on standardization: Initiate efforts to remove tribal knowledge/team silos, identify gaps that arise through the planning process, and organize proactive change management with our team's leadershipHighlights:- Automated a data sync between Salesforce and Zendesk CRMs - Increased client satisfaction from 80% to 97% all time, and 94% to 97% for Global Support in the last 3 years (Updated as of 2024)- Established regional support model for our global teams (EMEA, US, APAC); Including a new escalation management process, and a focus on backlog reduction- Established SLA reporting across all regions, with a focus on consistent adherence to contracts, and revenue retention efforts- Cost reduction system merges and onboarding recent acquisitions onto our processes/systems
