Susan Inglis Email & Phone Number

Greater Minneapolis-St. Paul Area

Minneapolis, Minnesota, United States

Accountable for overarching product support which included collaborating on product roadmap, managing backlog, requirements gathering and documentation as well as working with the customer support team as incident escalation and technical support. Ultimately responsible for overall platform support for digital publishers utilizing a managed WordPress CMS and SaaS software services across multiple facets of both TownNews and Lee Enterprises; operations, development, product and leadership.

Southborough, Ma

Created a new broadcaster-focused customer support strategy from the ground up; enabling a smart and helpful support team with a well-configured ticket management system, knowledge base and communication protocols enabling our customers to meet their digital goals and maximize the benefits of the product.

St. Paul, Mn

Created and operationalized a comprehensive customer support strategy which included implementing software ticketing system, incident escalation and response protocols while consistently providing the highest level of customer satisfaction with a 99% CSAT contributing to overall company customer retention rate, service reliability, and positive reputation.

Eden Prairie

Ultimately accountable for managing development backlog and end-to-end user experience for nine banner and five private brand websites, as well as led a major e-commerce platform deployment and integration.

Minneapolis, Minnesota, United States

Internet Broadcasting​, ​Saint Paul, Minnesota 2000 to 2011 Internet software company and digital media agency serving the television news industryProduction Services / Customer Support Manager​ (2009 to 2011) Transferred into newly created position and charged with building centralized support fully functional support team to provide more effective troubleshooting and guidance to web journalists and support staff for our broadcaster partner stations across the country.Daily Operations Manager (2007 to 2009)Managed a staff of 15-20 front-end web developers – both onsite and offshore, as well as be accountable for resource planning and professional development.Senior Digital Producer ​(2000 to 2007)Managed news and editorial site content and development projects for Hearst-Argyle and NBC’s owned and operated broadcast television stations.