Terrence Post Email & Phone Number

Los Gatos, California, Us

I lead the award-winning Global Support organization at UserTesting. Global Support is comprised of three unique teams (Customer, Premier, and Contributor) that deliver world-class support at scale.Customer Support - Winners seven years running of the Stevie Award for Best Front-line Support and the TrustRadius award for Best Customer Support, the UserTesting Customer Support team delights customers with lightning-quick and highly knowledgeable support. UserTesting sets the benchmark for Enterprise SaaS customer support experience with best-in-class metrics for CSAT (>97%), response time, and team efficiency. With team members distributed across the globe, UserTesting Support operates 24 hours a day, delivers L1, L2 and L3 tiered support in three languages.Premier Support - Premier Support is UserTesting's extremely popular premium support product that includes direct access to an elite team of consultants within the Support org. Premier Support Consultants are highly regarded members of UserTesting's post-sales team that are entrusted with providing expert guidance to customers via on-demand consultative sessions. They are subject matter experts on a wide array of research methodologies, highly knowledgeable on UserTesting's software, and excel at providing practical strategies to customers for achieving their business and research objectives.Contributor Support - This team ensures the success of UserTesting's Contributor Network -- a global, industry-leading group of real people from over 40 countries around the world that provide feedback and insights to UserTesting customers. Contributor Support delivers exceptional, high-volume support to contributors while also operating scaled support programs via self-service channels and AI technology.

Los Gatos, California, Us

Global Support at UserTesting is comprised of three unique teams (Customer, Premier, and Contributor) that deliver world-class support, service, and expertise to our users.Customer Support - Winners five years running of the Stevie Award for Best Front-line Support and the TrustRadius award for Best Customer Support , the UserTesting Customer Support team delights customers with lightning-quick and highly knowledgeable support. UserTesting sets the benchmark for Enterprise SaaS customer support experience with best-in-class metrics for CSAT, response time, and team efficiency. With team members distributed across the globe, UserTesting Support operates 24 hours a day, delivers L1 and L2 tiered support in three languages, and adheres to a 1-hour SLA for Premier Support customers.Premier Support - Premier Support is UserTesting's extremely popular a premium support offering. A key value-add of Premier Support is direct access to an elite team of consultants. Premier Support Consultants are highly regarded members of UserTesting's post-sales team that are entrusted with providing expert guidance to customers via on-demand consultative sessions. They are subject matter experts on a wide array of research methodologies, highly knowledgeable on UserTesting's software, and excel at providing practical strategies to customers for achieving their business and research objectives.Contributor Support - This team ensures the success of UserTesting's Contributor Network -- a global, industry-leading group of of real people from over 40 countries around the world. This team delivers exceptional support to contributors and executes scaled support strategies via self-service channels and AI.

Los Gatos, California, Us

Founded UserTesting's Customer Education team and created the award-wining UserTesting University training portal. Developed a robust library of both live and on-demand training courses. Leveraged AI solutions to connect users with just-in-time self-service content with an 80% containment rate.At the same time, oversaw Support's growth and international expansion into EMEA and APAC while achieving best-in-class KPIs across quality, speed, and efficiency.

Los Gatos, California, Us

While continuing to grow and mature the Support org, I founded and led UserTesting's Professional Services PMO team and User Engagement function.Customer Support - UserTesting's award winning, 24-hour Support Team not only delights the largest businesses in the world with best-in-class CSAT, but also supports and maintains an immense, worldwide panel of gig-economy contributors. Project Management - The PMO function within Professional Services is responsible for driving the successful execution and end-to-end customer experience of hundreds of engagements per month. In addition to customer engagements, our PMO manages critical internal initiatives that span across the entire organization.User Engagement - Engagement and adoption are unquestionably key levers for customer success and retention. Using an iterative approach founded in both quantitative and qualitative data, this team increases customer engagement and derived value.

Los Gatos, California, Us

In addition to Customer Support, led UserTesting's SMB Customer Success team managing a portfolio of 1000+ customers. Developed and implemented a scalable, one-to-many service model for managing a high volume account portfolio with limited resources. By placing larger emphasis on automation, customer enablement, and adoption, the team doubled its gross retention rate while reducing cost-to-serve.

Los Gatos, California, Us

Transformed UserTesting's Support Team into the best-in-class business unit it is today. Defined and drove to best-in-class Support KPIs. Developed core workflows for supporting both Enterprise customers and a gig-economy ecosystem of testers. Leveraged data to drive efficiency improvements that reduced costs and scaled the team. Built a team culture of growth and empathy that achieved company-best employee engagement ratings.

Los Gatos, California, Us

Santa Clara, California, Us

Doctor Of Law (Jd)

Bachelor Of Arts (B.A.), Law And Society, Philosophy, Professional Writing