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Seeking Technical Writer/Editor or Technical Support Opportunities open to Customer Success roles
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Work Background
KhorosTechnical Support Director
Oct. 2021 - Oct. 2022Portland, Oregon Metropolitan AreaManaged a 24x7, worldwide team of 20 (multiple U.S. time zones, UK, and India) including managers and team leads. My team was responsible for the technical support of Khoros’s SaaS Social Media Management/Analytics and no-code AI chatbot tools hosted on AWS. Accomplishments/Responsibilities:
• Managed technical support quality (response times/resolution times, CSAT, Knowledge Base) using tools such as SupportLogic (predictive analytics/AI), Salesforce, CXI, Domo, Grammarly, plus Microsoft and Google tools
• Developed and implemented plans for reducing resolution and response times. Achieved >10% improvement in both metrics
• Led the Technical Support team effort to launch 24x7 coverage and live phone support
• Fielded level 3 customer escalations, providing root cause / corrective action feedback to accounts
• Developed and maintained support best practices on a Confluence site
• Regular collaboration with Engineering, Customer Success, and Account teams
• Held weekly meetings with key customers to discuss their tactical and strategic support needs
• Created Training / Development plans for every member of my extended team
• Completed several initiatives related to Support process improvement
Dealer Spike LLCTechnical Support Manager
Oct. 2020 - Oct. 2021Portland, Oregon Metropolitan AreaManaged a team of 20+, including managers, which was responsible for the support of Dealer Spike’s on prem / SaaS web platform. Dotted-line responsibility for an offshore group (30 agents) as well. In addition to post-sales support, my agents also developed custom pages and utilities using HTML/CSS and JavaScript. BPO - coordinated offshore resources. Accomplishments:
• Achieved CSAT scores at or above 90%
• Consistently met or exceeded calls resolved per hour goal
• Instituted a case quality audit process to improve customer satisfaction and for agent training
• Created Dealer Spike’s first-ever technical support agent career ladder.
Landrum ConsultingTechnical Support Consultant
May. 2019Portland, Oregon Metropolitan AreaConsulted with multiple start-ups. Here are some highlights. Script development, customer support, and technical writing for a company with an asset-tracking application targeted at municipal organizations (primarily water/sanitation departments and transportation departments. Strategic marketing, competitor evaluations, and technical writing for an SSD company. Support process consulting and technical writing for a cybersecurity company. References and work samples available.
Cypress Semiconductor CorporationProduct Management / Software Marketing
Mar. 2007 - May. 2019Portland, Oregon AreaResponsible for all customer-facing initiatives within the software development team at Cypress. Part of a cross-functional, cross-geographic team that delivered production embedded computing / IoT software to thousands of users and enabled hundreds of millions in silicon sales annually. Directly involved in many tens of releases to thousands of customers. Accomplishments/Responsibilities:
• Performed product definition and created/maintained roadmaps
• Conducted go-to-market activities (release notes, web updates, announcements)
• Created surveys designed for customer satisfaction and product planning purposes - extracted key stories from the results, and drove prioritization of new features and bug fixes with the cross-functional team
• Created/Managed a software customer advisory board which met quarterly to help drive product direction and improve adoption
• Created/Managed multiple customer communities with Jive
• Trained customers and field engineers
• Led company-wide systems review board to review/approve milestones and conduct root cause / corrective action inquiries
• Managed an internal P&L As a software product manager, the NPS score of our flagship product improved from single digits > 60%.
Cadence Design SystemsTechnical Support Manager
Aug. 1998 - Mar. 2007Austin, Texas, United StatesManaged post-sales support of Cadence's Electronic Design Automation tools (EDA), specifically in the custom IC space. Managed groups of > 20 engineers in multiple time zones and countries. Promoted twice during my tenure. I was an integral part of a Global Technical Support realignment that required careful change management. This realignment transformed industry perception of Cadence's technical support, which had been unfocused and ineffective. My team delivered education services trainings as well. Accomplishments/Responsibilities:
• Support of maintenance business worth several hundred million $s / year
• Selected as a member of the President's Club in 2001
• Drove efficiency and revenue improvements by exploring alternate support models (e.g. 24x7, expert2expert, critical defect response)
• Managed off-shore resources
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