TrustLayerManager, Customer Support & Customer Success
Nov. 2020 - Jun. 2022- Created and launched the customer success, customer support, implementation and billing teams.
- Managed a book of business yielding more than $1M ARR.
- Facilitated implementations for strategic business partners and clients.
- Implemented multiple tools within our tech stack including Zendesk, Totango, Salesforce, HubSpot and Chargify.
- Created and maintained our Support team via Zendesk as an administrator.
- Implemented a multi-channel support team via email, web widget, chat, phone, and SMS.
- Created automation for both the support and billing teams.
- Traveled on-site to client visits to ensure all client needs were met and expectations were exceeded.
- Led the Support and Billing teams with both a metric-based and human-focused approach.
- Wrote and maintained the playbooks for both the support and billing teams.