William Carter Email & Phone Number

New York, Ny, Us

New York, Ny, Us

New York, New York, United States

• Oversee all US client based customer success managers, with experience managing all aspects of the employee lifecycle.• Personally maintain, support, and grow a book of business consisting of the company’s highest-value, Fortune 500 clients.• Consistently manage multiple small to large-scale projects, working both internally and externally to ensure deadlines are consistently met, exceed expectation, and are without the need for remediation.• Act as the first line of communication for clients regarding corporate website maintenance, updates, upgrades, internal escalations, and upcoming projects.• Manage IR quarterly earnings release announcements by creating service outlines for upcoming events and ensuring client websites are updated with financial documentation as soon as it has been publicly released. • Work with internal teams to identify product issues, areas for improvement, and resolutions as well as identifying opportunities for product upsell and yearly spend growth.• Collaborate with internal product teams to roll out new products and services, providing training enablement to both internal stakeholders and external clientele.• Liaise weekly with other leaders, both domestically and internationally, to ensure all processes are aligned and are set up to provide a top-tier client experience.

New York, New York, United States

• Responsible for the immediate resolution of time-sensitive incoming support queries during peak and non-peak times via Zendesk & Freshdesk, including escalated support cases from direct reports.• Built customer help library and manage ongoing creation of and updates to help articles and educational guides as processes change and new platform features are released. • Maintained an average ticket first response time of 24 minutes, with an average full resolution time of 54 mins throughout the entirety of the position.• Manage all aspects of the client experience throughout the entirety of the relationship, ensuring their business needs and expectations are met and exceeded, while acting as their singular point of contact for support, utilizing both reactive and proactive methods to anticipate and resolve any potential issues. • Solely manage the onboarding and support of clients during the digital event creation process, including procurement of reporting material to both internal and external stakeholders to monitor project progress. • Responsible for all external performance-related communication to both platform users as well as clients.• Work cross-functionally with engineering, product, talent acquisition, marketing, and operations to ensure a perfect client and end-user experience from start to finish, driving revenue growth as well as NPS.• Collaborate with product and engineering teams to create, develop, refine, and test existing and upcoming tools. • Planned & executed multiple 1:1 & many:1 artist/fan experiences digitally, preparing and sending all related communication to all parties involved.

Greater New York City Area

Greater New York City Area

Greater New York City Area