Customer Support

• Lead strategic enablement within the Customer Experience organization and execute a strategic vision
• Lead and develop a high-performing team of client and support specialists to provide support and drive product enablement for strategic clients
• Report directly to the Vice President of Customer Experience
• Develop, execute and maintain support initiatives that enable product and revenue growth of key clients
• Facilitate post-sales implementation, feature onboarding and programs or processes to improve customer satisfaction, loyalty and retention
• Represent the voice of the customer and ensure client needs are considered in programs and product development
• Establish health metrics with analytics and sales to be more proactive on retention and product utilization
• Oversee management of white-glove requests and ensure proper implementation for clients
• Lead assessment of customer feedback and proactive internal account reviews to identify technical issues, pain points and gaps
• Work collaboratively with marketing, sales, product and engineering to improve CX results and customer outcomes
• Leverage technology, AI and automation to improve efficiency, scalability and customer outcomes
• Build a high-performance team through hiring, onboarding and training and foster a culture of learning and development

Director of Customer Experience – Strategic Enablement

Customer Service Representative – Retention

Customer Support Team Lead

Customer Service Representative – Loyalty

Manager, Reputation – Customer Experience

Aerospace Customer Service Specialist