Timothy Ross Email and Phone Number

Lead a shared services team within Customer Service, consisting of Technical Escalation Managers, Platform Consultants and Automation EngineersProvide executive level reports and analytics on defect impacts, revenue risk and escalation trendsIntake and lead a cross departmental leadership committee to prioritize development of product gaps for iCIMS customers.Lead weekly braintrust meetings with members of Professional Services and Customer Success ManagementDevelop and standardize processes to support escalations for acquired products and newly released features.

Responsible for retention by working with at-risk accounts to assess system issues and recommend solutions (Clients interacted with renewed at a rate of 93%)Scoped system changes and developed statements of work for international expansions, mergers and acquisitions, and system optimizations.Served as consultative resource to internally and externally on best practice use of the iCIMS platformPartnered with the iCIMS Product Council to provide insights into product gaps and business cases for development opportunitiesLiaised with R&D to minimize negative user impact during new product releases and patchesLed weekly Braintrust with Professional Services team

Responsibilities: Oversee day to day operations of the iCIMS Subject Matter Expert team.Ensure all tickets, phone calls, and emails were resolved in a prompt and efficient manner while maintaining a high standard of customer satisfaction.Identify areas of improvement in both process and knowledge gaps and implement solutions to encourage a greater customer experience and faster resolution.Identify common client requests and areas for improvement related to the iCIMS Talent Platform and partner with the technology department to roadmap and implement product improvements.Key Accomplishments:- Spearheaded a free weekly training program to ensure that all iCIMS customers could increase their knowledge and user adoption without concern of additional cost.- Successfully expanded iCIMS customer service hours to 24 hours a day, 5 days a week by establishing support presence in China and the UK. - Implemented a Customer Care Site for the purpose of housing instructional videos, feature documentation and upcoming training class schedules. - Implemented a customer service ticketing system to ensure closed loop communications and tracking for every issue entered. Recognition:- 2007 Stevie Awards"Most Creative Person" Category honoree for efforts in customer education and proficiency traininghttp://www.stevieawards.com/pubs/awards/70_2100_13849.cfm

Provided superior customer service for configuration related requests, general system inquires and troubleshooting of technical issues. Developed strong client relations by providing consultative advice and best practice recommendations on how to maximize ROI using the iCIMS Talent Platform.