Sioux Falls, South Dakota, United States
When a 911 center's software fails at 2am, people's lives can depend on how fast support shows up. That's the stakes I keep in mind every day. I'm Erik Nyhaug — a customer success and support leader with 15+ years in tech and nearly a decade dedicated to public safety and government software. At CentralSquare Technologies, I lead the Product Support team for our Public Safety & Justice portfolio, helping law enforcement, fire, and emergency communications agencies get the most out of the tools they rely on when it matters most. My approach to support goes beyond closing tickets. I focus on building trust with the agencies we serve, empowering my team to own outcomes, and using data to drive continuous improvement across the entire customer experience. Whether it's reducing escalations, improving resolution times, or partnering with product and engineering to prevent problems before they start — I'm always looking for ways to raise the bar. "To lead with integrity, empathy, and purpose — helping people and organizations realize their full potential through collaboration, accountability, and innovation." That's the mission that drives me — professionally and personally. Core Competencies: Customer Experience Leadership · Operational Excellence · Team Development & Coaching · Cross-Functional Collaboration · Data-Driven Decision Making · Strategic Planning & Execution · Escalation & Incident Management · Process Innovation & Automation · Change Leadership · Executive Communication & Stakeholder Engagement If you work in public safety technology, lead a support or customer success organization, or are passionate about making government software better — I'd love to connect.
Leading a 90-person Product Support organization (7 direct, 83 indirect reports) for CentralSquare's Public Safety & Justice portfolio — serving 2,500+ law enforcement, fire, EMS, and emergency communications agencies across North America and beyond. Drove a 43.9% reduction in functional support cases, significantly improving the customer experience and reducing agency burden Improved team productivity by 16.4% — measured by cases closed per agent per day — through process improvements, tooling, and coaching Achieved a 10.8% increase in first-time case resolution, reducing repeat contacts and accelerating time-to-resolution for mission-critical agencies Serve as the executive escalation point for complex, high-stakes issues where fast resolution directly impacts public safety operations Partner cross-functionally with Product, Engineering, and Sales to translate support trends into roadmap priorities and customer retention strategies Deliver regular performance reporting and strategic insights to senior leadership to guide resource planning and investment decisions
The CentralSquare Technologies, Inc. Foundation supports local and national non-profit organizations that advance safer, smarter, more connected communities and those that aid our dedicated public servants and their families.
Goal of the Council - Monitor, review and improve the experience of AskCST by guiding best practices, governing enhancements and creating/maintaining content.
Completed Corepoint Integration Engine - Level 2 training 03/30/2016 Completed Corepoint Integration Engine - Web Services training 08/25/2016 Completed Corepoint Integration Engine - Level 3 training 10/11/2016 Familiar with the following interface types: Demographics (ADT), Charges (DFT), Orders (ORM), Results (ORU), Scheduling (SIU), Immunizations (VXU), Syndromic Surveillance (ADT), Med Dispense and CCDA (medical record.) Leverage TCP/IP, SFTP and Web Services transport methods used within healthcare technology. Assisted in the updating and associated quality assurance testing when upgrading Corepoint versions. Assisted in the migration of our current client base from an on premise data center to Amazon Web Services, a cloud computing service. Assigned to a team that successfully implemented a bi-directional integration with Clockwise.MD, DocuTAP’s first acquisition, with our scheduling application in both the PM and EMR. Review vendor interface specifications for discrepancies against the DocuTAP standard. Responsible for configuring Corepoint to meet the vendor’s and client’s specifications. Assist with documenting site specific work flows. Test and review data sent or received in HL7 message for accuracy to specifications. Document interface configuration and project specific information. Other Roles and responsibilities remained similar to what is outlined in the Interface Tier 2 Analyst description.
Completed Corepoint Integration Engine - Level 1 training 10/22/2015. Participate in interface discovery conversations with clients, vendors and/or internal staff. Knowledge of project scope and success criteria for assigned project. Create interface test plans for each specific interface. Assist with training of clients on interface specific workflows. Support and trouble shoot the interface during the go-live process. Provide overview of interface functionality with team members. Update Salesforce with current state of the interface project as states change. Keep interface projects on timeline and raise concerns when timeline is impacted. Complete a formal handover of interface to Client Services post go-live of the interface. Resolve interface issues escalated by support, CSM, project manager, clients and vendors. Own all Tier 2 support cases until successful completion approved by submitter. Contribute to the product teams on interface specific functionality Assist with Quality Assurance during the DocuTAP release process when interfaces are involved Assist internal teams with interface related questions. Stay up to date on DocuTAP functionality with each release Participate in Corepoint training and monthly user group sessions as well as provide input on the management of the Corepoint engine. Ensure that all project specific documentation will be uploaded to Salesforce. Share knowledge and learned experiences with team members. Document tips, tricks, guidelines, etc. in a shared knowledge base (One Note). Continue to seek opportunities to improve team performance and collaboration.
Internal advocate and liaison to both assigned clients and DocuTAP. Delivered proactive customer contact strategy to drive customer renewals, add-on software and services sales by ensuring accounts have a timely and complete understanding of DocuTAP’s product offerings. Increased customer satisfaction by understanding business needs and recommending things like: product/module additions, model changes or expanded usage. Leveraged DocuTAP resources and industry expertise, forming a strong relationship with assigned clients. Identified at risk renewals and addressed issues with internal teams Provided overflow support for Presales (product demonstrations) and support for services project Worked with clients to ensure that their specific development requests were being met or exceeded. Fully utilized our internal customer relationship management system and forecasting tools. Identified opportunities within DocuTAP to enhance the client experience. Attended training to grow both DocuTAP knowledge and healthcare industry expertise. Developed an understanding of industry trends and relevant business driver in the urgent care arena. Attended and participated in Trade Shows.