Stephen Carl Eaton Email and Phone Number

Developed tools and techniques to establish Datarobot Support as the leading Ai support organization within the industry. Transitioned CRM from ZenDesk to Salesforce Service Cloud. This enabled DataRobot to fully realize value embedded within Salesforce across all organizations - Sales, Customer Success, Support, and Product Management. Also develop partner strategy in Japan to enhance adoption of product and fully leverage partners.Lastly, fully developed AI support models and metrics/tools to save over 1.6 million per year.

Responsible for delivering support world wide. Duties include workforce forecasting, revising incident management systems, hiring, and setting performance standards. Additionally, I am responsible for contract alignment, people management, and overall alignment with corporate goals and objectives. Currently leading initiative to build an Ai driven support model to service customers efficiently or proactively.

Senior executive responsible for delivering support services to Salesforce Commerce Cloud Customers. Responsibility included process improvements, incident management, security awareness, quality, staff training standards, software release coordination, site readiness assessments, holiday readiness, and corporate alignment world wide to deliver a consistent customer experience. My goal was to establish Commerce Cloud as the benchmark of E commerce customer support within the market place.

Senior executive overseeing customer support, field service, and training for a cloud based wireless point of sale system designed exclusively for restaurants. These systems eliminate paper order submissions. Orders are taken at the table and immediately presented to the kitchen display - faster orders. Credit cards are processed at the table using a wireless point of sale tablet - faster table turn. The system provides payroll, reporting, loyalty/giftcard, and all-in-one restaurant services. Built the domestic field service and support teams to differentiate TOAST by providing off the planet customer service. Also directed the design of the most innovative self service training offering in the cloud POS restaurant market along with a certified installation procedure to ensure flawless installation.

Senior technical support manager overseeing global technical support operations and delivery for the Field Service Management product within the Service Lifecycle Management (SLM) segment. Primarily responsible for all customer outcomes related to the Field Service Management product including customer support request, corporate governance (audit and compliance), and global support 7x24 operations. Represent the SLM segment within corporate as needed; Champion and project manage any SLM corporate initiatives relevant to SLM technical support. Additional responsibilities include product release management, global services support, manage services support, product defect management, technical support engineer training, and support planning.

Managed technical support teams responsible for supporting a Citrix Virtual Desktop farm, SaaS product infrastructure, and corporate help desk. Duties included implementation and adoption of CRM; policy and procedure development; 7x24 escalation program, Executive Service Program; PCI DSS implementation and compliance for user access; staff development and training; customer satisfaction and development of corporate metrics and measure.Managed Level 1 and 2 supporting over 600 call center agents using virtual desktop environments (Citrix) and managed escalation process with partners to ensure all SaaS enterprise applications maintained maximum uptime.

Created Kiva Systems customer support program providing bumper to bumper 7x24 support model. Built customized support model for field service relative to percentage of service degradation, defined high, medium, and low priority contracted service level agreement; Adopted SalesForce CRM customer facing portal to verify compliance with service level agreement and perform account management; used robotic system signaling agent to automatically enable robots to initiate support request upon specific failure modes; hired and managed all customer support and field service representatives; performed on site and phone support; researched products and tools to develop predictive support model enabling call avoidance and increasing uptime by initiating proactive support. Provided 7x24 phone support to Kiva’s customers, performed crisis management for P1 escalations, performed system upgrades and customer facing acceptance testing. Provided technical account management, on site escalation support, project management; wrote corporate customer support policy and procedures later used for ISO compliance; managed and executed complex system upgrade projects for Staples, Digikey, Zappos, and Diapers. Trained and mentored customer service representations and professional services staff. As Kiva Field Service manager my responsibilities included the development, execution, and management of all field service – post implementation site service included server maintenance, system upgrades, maintenance of the entire robotic production fleet which included over 5000 robots, 700 stations, 22 clustered enterprise servers, 22 wireless networks, staff hiring and development, inventory management, field retrofits, and system upgrades. In this role I supported professional services, customer support, and provided direct customer facing support domestically and internationally

Held three postions while at IBM -- Manager Technical Support for Discovery, Strategic Service Planner, and Content Management and Discovery Support Operations Manager. Accomplishments - transitioned Iphrase support, training, customers, and product fulfillment to IBM processes as part of the IBM acquisition. As Strategic Service Planner created the support plan for the IBM\Yahoo search appliance; As Support Operations Manager created plan to create a more efficient support operations with CM and Discovery support

Directed all aspects of support services for IPhrase Technologies 7x24 support program. IPhrase Technologies provided sales and service for natural language search, customer support self service portal products, email deflection, and classification for financial services, banking, retail, and technology companies. Support service consisted of technical support, training, product fulfillment, and account management. Duties included course design, on site training coordination, technical support infrastructure, technical support program development, staff forecast and development, internal training, technical escalations, and order fulfillment. IBM acquired IPhrase November 2005.