Terry Erickson Email & Phone Number

New York, Us

San Mateo, California, Us

Defining, implementing and revising operational policies and guidelines for the organizationDeveloping and executing new growth directivesLiaising with departmental heads to develop financial plans and ensure company-wide operational complianceKeeping track of the company’s revenue margins and conduct budget reviews to maximize profitsOverseeing client support servicesManaging procurement and resource allocation

San Mateo, California, Us

During this time period, along with many other tasks, I direct the department with the highest employee satisfaction rates, while setting benchmarks within the company for creating a positive and fulfilling workenvironment. One of my key assignments in this role is to streamline support operations by implementing best practices, tools, and technologies.Below listed are my key accomplishments within this role: * Achieved a 12% reduction in support cases within just one year by introducing valuable resources for customers.* Increased CSAT by 10% and improved efficiency by 12% within one quarter through successful migration to Salesforce Service Cloud.* Mentored seven new managers for professional growth and development.

During this tenure, I created customer journey and onboarding email/outreach programs to enhance customer engagement, satisfaction, and retention rates for businesses. I managed support and success departments for two separate divisions to increase operational efficiency and revenue generation. I builta scalable success team, process, and metrics (KPIs) to enable efficient growth and streamline operations.Highlights of my achievements/contributions include:* Increased NPS by over 40 points in less than six months through effective planning and execution.* Implemented Desk.com for support/success teams to improve ticket management, streamline workflows, and enhance customer communication.

Austin, Texas, Us

In this role, I oversaw all customer facing systems to improve customer support, personalize marketing, and increase operational efficiency. I led account management, sales, and support departments, as well as oversaw the onboarding process for new customers, while ensuring a smooth transition andsuccessful implementation.My top achievements within this role are the following:* Launched the company's first chat system within SaaS offering, while leveraging professional expertise.* Removed Google Penalty and achieved top five organic ranking by managing website project.* Increased collaboration and sales effectiveness by implementing Salesforce.com for account management/sales teams.* Developed design and architecture specifications for billing and reporting aspects of new product launch.

Austin, Texas, Us

Responsible for all enterprise level onboarding & technical support services to customers. As part of the executive management team I introduced new systems and processes to enhance the service delivery to our customer base. New organisational structures and incentive programs have been recent projects.My greatest achievement in this role was an incentive program that saw overall performance increase by 40% across both my organization as well as the SMB support teams within just two weeks of launch.

Austin, Tx, Us

During this time period, I supervised a geographically dispersed global support team of 200 employees across five continents providing technical customer support to end-users, partners, and OEM customers. I managed an annual budget worth $13M, monitored global performance, and implemented programs such as training materials and gamification to boost productivity and incentivize high output. I tracked critical issues and collaborated with the software development team to reduce the support load and ensure efficient operations aligned with client requirements.Below listed are my key accomplishments within this role:* Drove the company's revenue from $30M to over $350M by playing a pivotal role as a key executive team member.* Increased NPS and OSAT ratings by 15%+ through the implementation of closed loop feedback and rewards systems. Increased renewal rates by 20% for existing customers and allocated resources for new sales finalization.* Achieved annual efficiency improvements of 3-5% by improving designs and creating comprehensive training programs.* Developed and implemented robust global support systems from scratch, while covering 18 products, six languages, and eight global sites.* Reduced log review time from 24 hours to just 20 minutes by devising and leading the creation of an internal automated log parser tool.* Mentored/developed numerous leaders, many of whom now hold leadership positions in support, sales, and development teams at prominent companies.* Established and led the team to create all partner training materials and testing for over 1000 VARs.* Designed a comprehensive Global BI system to monitor key metrics across the organization.

Designed and utilized programmatic method for website creation prior to CSS adoption, increasing billable hours dramatically. Installed and troubleshot over 35 different networks and wired new locations for integrated phone and data systems. Managed domain accounts for 36 company websites including design, email creation and maintenance.