VP - Global Customer Success & Support
Responsible for a global refresh of IGEL Technology's Customer Success & Support organization in response to the companies refocus toward becoming the leader in End User Computing (EUC) software market. Lead global teams in Germany and in the United States morphing support into a 24 hour follow the sun model ensuring seamless technical assistance to any enterprise customer regardless of time zone or time of day.
- Lead cross-functional RFP team to determine best in enterprise-class partners to provide cloud-based global contact center telephony and a robust omnichannel trouble ticketing system.
- Refocused support teams from being regionally focused to a global focus where support issues were shared regardless of support location resulting in a 47% reduction in time to resolve and a 35% improvement in customer satisfaction scores.
- Introduced Zendesk Suite which provided IGEL with both a ticketing system and a contact center telephony platform. In addition to utilizing the entire Zendesk suite of products, Answer-bot AI was also utilized resulting in a 24% reduction in tickets enterprise-wide.
- Rolled out "Welcome to IGEL Customer Success & Support" which was an outreach program that educated new customers on how to navigate IGEL Customer Support as well as providing a blog channel to communicate support innovations on a regular basis. This was viewed by new customers as proactive and continues to cement the customer relationship with IGEL.