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Work Background
CeligoSr. Manager, Customer Success Operations
Aug. 2023Bozeman, MT
Tackle.ioDirector Customer Experience Operations
Dec. 2021 - Jun. 2023RemoteDirected configuration and management of SFDC, including user management, security, data management, and integration of new and existing SFDC features supporting user management, roles/profiles, permission sets, custom objects, page layouts, custom fields, formula fields, validation rules, and flows. Trained stakeholders on entire tech stack and process for multiple functional groups (Support, Enablement, Customer Success, Onboarding/Implementation, Managed Services, Coaching, Revenue, Marketing, and Sales) within Tackle.
* Launched Customer Health Scoring for Tackle Customer Base, assisting with day-to-day management of clients success and identifying risk for renewals. Leveraged scoring playbooks and journeys to improve client health or congratulate clients on successes.
* Created, deployed, and maintained updated Support Procedures to align with SLAs and ensure customer satisfaction. Implemented CSAT, NPS, product feedback loops into Tackle platform, including tiered support package offering that broke out SLA for 3 different tiers. Solution reduced Average Handle Time (AHT) from 21.6 days to 4.2 days.
* Built CX operations team of 3 to assist with management and configuration of all tools leveraged by internal teams to support client success.
BuildCo-Owner/Chief Experience Officer
Oct. 2018 - Jan. 2022BozemanLaunched business providing insights, knowledge, and experience across technology space. Advised clients on path to becoming successful or knowing when not to proceed due to marketspace and cost for development. Assisted with application enhancements or development into full blown software, mobile, and web-based applications. Worked with technical early stage and startup client base.
* Coached business stakeholders on product roadmap, customer experience, UI/UX, and Development of paper napkin ideas into fully functioning product lines (web-based, mobile and software applications), pre and post sales processes and procedures along with taking startup companies to the next level with their product management and customer experience processes.
* Introduced customer workshops to define unique business models, product roadmaps, customer lifecycle journeys, and development/QA planning needs.
ZPPRDirector Customer Experience
Jan. 2018 - Aug. 2019Bozeman MTLed projects to implement ZPPR into business processes, managing technical support (break/fix) and incoming and outgoing customer communications across multiple channels - phone, chat, email, Knowledge Base/customer support site, including handling customer escalations and contract negotiations.
* Implemented FreshDesk to assist with tracking all incoming and outgoing communications tied to product support and onboarding, knowledge and product documentation created and hosted within FreshDesk.
* Setup and managed Jira, Confluence, and AHA for use by development and QA teams for product releases using Agile/Scrum Methodology. Defined Customer/Product Feedback loop and ran meetings with stakeholders to determine product roadmap and priorities. Held Customer facing UI/UX review sessions with customer and development/QA stakeholders.
PriorityZones Customer Experience
Nov. 2017 - Dec. 2021Bozeman, Montana, United StatesDirected operations for implementation of PriorityZones solutions into client business processes. Managed technical support (break/fix), training and client communications.
* Defined, implemented, and supported client onboarding and product use, including product management of feature base for upcoming releases and contracts.
* Procured, selected, configured, and managed tools for supporting client lifecycle journey and success.
Felska & AssociatesCustomer Experience and Project Management Consultant
Oct. 2017Bozeman, MT
The Business Garage, LLCProduct/Project Manager
Oct. 2017 - Oct. 2018Bozeman, Montana, United StatesEngaged multiple clients during full life cycle projects, including ZPPR and PriorityZones to assist with market research on feature and functions needed within market. Worked in client-facing role, collaborating on PriorityZones, ZPPR, and The business garage accounts while standing up Build to assist with full journey required for clients and space.
WorkfrontCustomer Implementation Project Manager
Feb. 2017 - Sep. 2017Managed projects implementing Workfront solutions, conducting status calls, and overseeing resource scheduling, project documentation, project methodology, kick-off, and client onsite visits. Consulting on process improvements across enterprise market space to ensure successful engagement and roll out of Workfront Software.
* Assisted with re-definition and rollout of project management lifecycle process using Workfront tool base to manage internal and external projects.
TalendCustomer Success Operations Manager
Mar. 2015 - Feb. 2017Directed Customer Success Management Team of 25, overseeing Renewal Database Management operations, with mandate to ensure appropriate calculation of renewal rates. KPIs included opportunity creation, forecasting, configuring, quoting, and booking/fulfillment for all renewable-based customers.
* Defined and implemented Customer Lifecycle Journey, leveraging Salesforce to support team, including deployment of Gainsight to track customer health and renewal risk, supporting success planning, and Get Healthy Plans to support employee health.
* Launched full CPQ and CLM processes and tools to support IPO, including documentation to ensure due diligence.
ApttusDirector, Technical Support
Sep. 2013 - Mar. 2015Bozeman, MTDelivered operational management for technical support (break/fix) and managed services (Apttus Administration) offerings to entire customer base, with focus on white glove customer service. Managed team of 15 contact center agents and oversaw customer escalations and contract negotiations.
* Expanded Tier I Support Team from 3 to 20, introduced 24/7 call coverage and built Tier II and Tier III Support Team to resolve issues before product development escalation. Escalated 13% of incoming cases to internal teams, with 7% tied to defects.
* Improved initial response service level targets from 43% to 99% and achieved customer satisfaction rating of 8.2/10 after introducing first customer satisfaction reporting.
* Launched Premier Services, including on-site customer support/Managed Services programs to ensure proper training, reducing reliance on Support Center. Deployed Salesforce CRM to track customer requests.
LexisNexisCustomer Operations Manager -Risk
Nov. 2011 - Sep. 2013Bozeman montana
LexisNexisImplementation Manager - Risk
Aug. 2010 - Nov. 2011Bozeman, mt
LexisNexisInternational Business Consultant - RISK
Mar. 2010 - Oct. 2010
RightNow TechnologiesUpgrades Project Manager
Apr. 2008 - Mar. 2010
ChoicePointTechnical Project Manager
Sep. 2004 - Apr. 2008
PowerQuestProduct Specialist Manager
Jan. 1999 - Dec. 2002
FrontRunner TechnologiesSoftware Trainer/Technical Support
Jan. 1998 - Dec. 1999
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