Lewes, Delaware, United States
VP of Customer Support at Capstone Homes | Customer Success Expert As the VP of Customer Support at Capstone Homes, I lead a team of support managers, representatives, and field supervisors who ensure the highest level of customer satisfaction while controlling costs. I have over ten years of experience in customer support, customer success, working with SaaS products and online advertising platforms. I have a strong background in developing and implementing departmental policies and procedures, analyzing and improving processes and methods, and addressing and resolving customer and vendor inquiries and problems. I also have a proven track record of collaborating with cross-functional teams, identifying new opportunities, and presenting persuasive arguments to support recommendations. I am certified in Buildertrend, a leading software for home builders and remodelers, and I have expertise in media management and fraud detection. My mission is to provide the best customer support experience possible, while driving growth and innovation for Capstone Homes and its clients.
Develop and implement departmental policy and procedures. Analyze, develop and ensure the ongoing continuous improvement of processes, methods and productivity, while reducing costs. Address and resolve customer and/or subcontractor inquiries/issues related to warranty coverage on new home construction. Ensure the highest level of customer satisfaction. Analyze data, identifying issues while collaborating with cross functional teams to resolve those issues implementing policies to hedge against future occurrences. Established and lead a team of successful support managers, representatives, and field supervisors.
Responds to customer concerns to ensure the highest level of satisfaction with our SaaS product. Understanding the voice of the customer and incorporating their needs into standard management practices. Hire, train and manage a team of Customer Success Managers to oversee full customer lifecycle from pre-sales, on-boarding, ramp and growth. Maintain active customer conversations through regular and consistent engagement, providing the expertise and knowledge to reduce churn and promote success. Ability to present persuasive arguments to support recommendations internally and externally. Work closely with Account Sales to identify new opportunities. Prioritize & Drive Escalations with Development Team to ensure visibility, traction and ultimate closure. Take lead on escalating critical customer issues through resolution. Effectively developed strong working relationships with various cross-functional departments. Strong steady presence during high stress situations.
Provide guidance and team leadership to customer success managers as they provide first in class support of clients utilizing eZanga's Traffic Advisors SaaS. Monitoring all traffic behavior incorporating policy and procedures to effectively identify and eliminate fraudulent ad fraud practices. Manage the development of targeted lists of prospective customers. Work closely with cross-functional teams (programming/engineers, sales, marketing, operations) to align traffic acquisition strategies with the goals and objectives of the overall business. Review and monitor team's metrics reports to assure fraudulent traffic activity are identified and eliminated. Supervise prospecting activities, providing feedback and training in the areas of cold calling, direct marketing, e-marketing, as well as personal networking. Monitor team performance utilizing Client Resource Management System. Corroborate and provide direction in the development of industry trend driven marketing materials, presentations, and innovative strategies.
Responsible to overall success of a call center geared to promote ezanga's online marketing products and services. Work closely with supervisors to ensure goals are met and directives are communicated properly Review resumes and conduct interviews for all division personnel Identify staffing requirements Conduct orientation sessions for all new employees in the SMB group. Prepare and implement training programs Evaluate on-the-job performance Handle escalating performance issues Create and implement incentives programs Manage client and vendor contracts Develop and monitor budgets and reporting Measuring and analyzing customer satisfaction within SMB Group
Role includes developing new relationships with advertising agencies, affiliates, and resellers. Prepare, analyze, develop and prioritize sales, retention, and marketing initiatives that support partner contract negotiation Identify key areas of opportunity for digital sales growth in the marketplace, among partner sales teams and across all levels of the organization Develop market-based digital sales strategies, initiatives and programs for affiliates, agencies, and reseller sales programs Collaborate with partner Sales Managers to develop and implement strategies to grow digital sales revenues Document and report on digital sales revenue activity, strategies and goals
Making a minimum number of phone calls, appointments, customer management data base entries. Hitting and maintaining goals month to month Developing relationships that foster trust in our brand Educating clients on benefits of internet marketing Follow up on leads from trade shows Following up inquiries from marketing activities Maximizing opportunities from incoming inquiries Generating key word quotes for potential clients Working within clients budget to maximize ROI Assisting existing customers to optimize their campaigns Maintaining active customers by answering questions and concerns Maintaining detailed records and document all pertinent information in a CRM Setting priorities and manages work flow to ensure efficient, timely, and accurate processing of transactions and other responsibilities
Responsible for the daily operations of 75 field technicians Ensured daily operations were completed accurately, timely, and efficiently. Analyzed work processes and developed strategies to standardize improved performance. Directed, motivated, evaluated, and provided guidance to supervisory staff, as well as line personnel as needed. Utilized progressive discipline techniques from counseling to dismissal for enforcement of company policy and procedures. Monitored customer satisfaction for quality assurance purposes. Communicated inspection findings with diplomacy, tact and credibility to supervisory staff, line personnel, and clients assuring company confidence remained at a high level. Provided project management and leadership to improvement initiatives.