Thomas Gappmayer Email & Phone Number

Salt Lake City Metropolitan Area

Chicago, Illinois, United States

- Led the team building out our industry-leading course material access platform- Automated internal and external workflows to reduce time to value by over 80%- Collaborated with internal and external stakeholders to onboard ten major clients onto our platform

- Leveraged a series of technical frameworks (ONIX, XML, SSO) to reduce inbound support volume by 30%- Implemented an internal framework for product discovery and user research to drive better market-facing product discovery work

Salt Lake City, Utah, United States

- Managed multiple major onboarding initiatives with both top-tier digital publishing companies and leading universities for deals worth $1m+- Conducted user interviews, across the edtech industry translating feedback into strategic feature development- Coordinated product development efforts with cross-functional teams

Greater Salt Lake City Area

- Developed and executed a streamlined implementation process to onboard over 75 new clients in a single year- Reduced working time to live for implementations from more than 120 days down to under 30 days.- Created instant visibility into current implementation status by developing a project tracking and reporting tool which served both client-facing and.

- Managed an inbound ticket queue of 300 tickets/week with a 98% average customer satisfaction score.- Conducted team trainings, defined team KPIs, and structured team member feedback.- Contributed to team success by meaningful product feedback/feature requests, helpdesk articles, and executive summaries.- Regularly used SQL to prepare in-depth customer.

Draper, Utah

Provide excellent customer service to our educational users, oversee campus-wide integrations with major universities, and work with other teams at Lucid to develop our education strategy.Key accomplishments:-Successfully represented Lucidchart at major conferences, webinars, and other public events-Developed a successful outreach strategy for use with 200.

Provo, Utah

Oversaw the treatment of rare books and manuscripts, supervised other students in the conservation of library materials, studied complex conservation treatments and practiced these treatments on both models and archival pieces. Worked with conservators to provide excellent customer service to internal and external constituencies.

Conductive qualitative research to better understand Help's program impact, developed the tools and infrastructure to continue providing ongoing project monitoring, created standard operating procedures that influenced the share of information across 6 different countries and numerous field offices.