Austin, Texas, United States
Specialties: All things E-Commerce, People Management, Data & Statistical Analysis, Customer Relationships, SEO, Web Languages, Lean Six Sigma, Process Improvement & Operational Excellence, Technical Support, and Team Leadership
I lead Hyland’s global technical support organization—spanning many product lines across teams in ~10 countries—driving world-class support experiences for customers worldwide.
Oversee our global Technical Support teams and Technical Account Management services. Scaled the teams to a global "follow the sun" model across 5 countries and expanded into multiple languages to meet our growing international customer base. Developed a cross sell program within the Support team generating an additional $350k of PSR from inbound support calls in its first year, predominantly recurring revenue (~$2.7mil ARR). Upon taking over the Technical Account Management function, expanded the team's book of business globally and grew the service's ARR 100x in 5 years. Work cross functionally with P&E as a part of our Quality Leadership Team acting as a voice of the customer to drive quality. stability and release improvements. Created and developed Retention Team pilot that retained nearly $500k of LTV in its first two quarters; subsequently expanded into full Renewals and Retention Team based on the success. Oversaw the successful implementation of many technology improvements and vendors including AI/LLM chatbots, QA tools, language translation, and others that facilitated scalable team growth and improved NPS. Continued enablement of a world class culture in a remote and global environment with robust career development and mentorship programs, in-person and remote social events, incentives, and gamification.
Manage operations for our 24x7 contact center, with teams Austin, TX in the US and Sydney, NSW in Australia, providing world class phone, chat, and email support for Merchants and Partners. Develop, track, and analyze various metrics around efficiency, productivity, satisfaction, utilization and contact trends while fostering a hard-working, fun environment that embodies the BigCommerce culture and helps accommodate continued career growth for our agents. Manage all service-related inquiries for our Corporate NPS program and maintain the Voice of the Customer initiative to work with Product team on prioritizing roadmap items based on customer feedback via NPS surveys and support contacts. With the help of our Operational Excellence team, guide managers through disciplined and iterative process improvement, such as Lean Six Sigma, to drive successful and efficient changes and improve corporate NPS and customer satisfaction. Work cross-functionally with Product, Engineering, Marketing, and other teams to drive practical decisions that help improve our product and overall experience for all merchants, from those just getting started and on up to complex needs of Fortune 500 customers. Additionally, work with 3rd party partners to create support models and escalation paths that lead to the best client experience possible. Manage successful ongoing training, rewards, and development processes that create career and compensation paths for front line support, and have led to a cost-neutral increase in promotions while lowering attrition rates.
Managed operations for our contact center in Austin, TX providing world class phone, chat, and email support Moved the organization into a purely onshore team (formerly contract offshore chat/email) in 2017 and helped evolve our Escalations team into Product Support Engineering, which now works in the core platform code to fixe bugs and works more directly with Engineering. Conceived, built and launched ongoing training and development program (Ninja Quest), as well as our ninja rewards program for top performers, decreasing attrition and increasing average tenure. Manged all service-related inquiries with regard to Corporate NPS initiative. Helped establish and maintain the Voice of the Customer (VoC) to work with Product team on prioritizing roadmap items based on customer feedback via NPS surveys and support contacts. Developed scoring and prioritization system for outstanding bugs based on customer impact and have utilized this in ongoing communication and regular bug prioritization meetings with P&E leadership. Developed, tracked, and analyzed various metrics around efficiency, productivity, satisfaction, and trends while fostering a hard-working, fun environment that embodied the BigCommerce culture and helped accommodate continued career growth. Helped guide the management team in facilitating disciplined and iterative improvement plans for the organization and individuals in order to drive successful changes throughout the organization and improve corporate NPS. Utilized Lean Six Sigma process improvement to drive significant gross margin improvement without negative personnel or cultural impact.
Collaborated closely with independent artists, bands, and record labels to drive long-term client success and satisfaction. Increased Net Revenue Retention (NRR) by delivering proactive support, identifying upsell opportunities, and driving platform adoption. Developed and executed strategic success plans tailored to each client’s business goals, resulting in improved engagement and loyalty. Served as the primary point of contact post-onboarding, ensuring seamless communication and trust with stakeholders. Expanded client portfolios by identifying growth opportunities and guiding clients through new feature rollouts and service offerings.