Steven Truong Email & Phone Number

Kirkland, WA, US

Led a team of 8 technical account managers to work with high-touch client relationships and partnerships and 55 front-line support members to execute strategies to ensure end-to-end customer success.Introduced, fine-tuned, and implemented retrieval-augmented generation (RAG) methods to advanced internal AI chatbot resolving more than 30% of all support.

Coordinated with cross-functional teams across sales, account management, creator growth, customer success, product, and engineering to manage and execute large, complex, ongoing data-driven projects.Worked closely with Product and Engineering to surface data-driven issues to inform product roadmap development and conducted reviews, managed dependencies.

Developed playbook, training, coaching, documentation, knowledge base system, and processes for driving retention, reducing churn, and identifying growth opportunities.Demonstrated proficiency in code, APIs, databases, system infrastructures, and architecture, providing clear and concise technical direction to diverse stakeholders for use case development.

Developed and designed internal tools frameworks, and architect and launched internal admin tools anddashboards leading to drastic reduction in technical escalations for support tickets from 34% to 0.5%.Extensive experience leading high-performing email, live chat, and call-based phone support teams in a high-growth SaaS environment and developing a.

Delivered high-quality support through various channels, including email, chat, and phone, leading to a 98% CSAT score.Implemented and managed automated support tools and scripts, streamlining routine tasks and improving overall support operations by 50%.Managed and prioritized a high volume of support tickets, developing documentation and playbook, and.

Collaborated with diverse clients across various roles, managing projects ranging from web development to growth marketing strategies to account management to support.Delivered strategic recommendations and actionable insights to clients, resulting in up to 200% increase in revenue growth.

San Francisco, California, United States

Developed and bootstrapped an open source adtech analytics software startup that became the leading affiliate tracking software within two years growing from nothing to $1.4M MRR before getting acquired.Developed a global Meetup community that grew organically to be in over 40+ countries with thousands of attendees monthly around the world.Oversaw growth.