Southeast Missouri State University

Vice President of Global Support at Gainsight

St. Louis, Missouri, United States

Gainsight

Vice President of Global Support

General Manager for St. Louis

- Scale the highly technical Global Support organization from the ground up – including team, infrastructure, support plan offerings, processes, and tools.• Drive cross-functional initiatives and build relationships by working closely with Engineering, Product Management, Services, Customer Success, Sales, and other teams.• Identify and implement best of breed applications for ticket management, knowledge base, documentation, and community.• Train team to handle ticket volume from over 500 customers worldwide.• Define and manage escalation processes with cross-functional teams.• Cultivate and develop an international global support team to provide 24x7 support using a follow the sun model.• Deliver an all-time customer satisfaction rating of over 98% in the past 4 years.

Global Director of Technical Success

Senior Director of Technical Success

Director of Technical Success

Director of Customer Support

In November 2012, Sendouts was acquired by Bullhorn creating the worlds leading recruiting software company.• Lead change management initiatives relating to acquisition-ensuring smooth transition for Sendouts employees and clients migrating to Bullhorn, resulting in increased retention user rate• Managed support team of 15 people in central office region including managers and individual contributors

Bullhorn

Director of Support Central

- Key member of the management team responsible for leading companywide meetings, strategic planning sessions, and driving change initiatives 	• Led the formulation of customer service impacting policies•  Recruited and trained new team members and provided ongoing training and support for the whole team.• Established measurable goals for the department.• Motivated employees to achieve the company vision. • Served as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.• Coordinated with development to ensure tickets were being moved through the queue within a time-frame that meet client expectations.• Communicate complex and sometimes technical information internally and externally.• Communicate with e-learning team to make sure help materials are up to date and relevant.• Worked with implementation to make sure handoff of accounts from implementation to support is smooth and successful.• Worked with 3rd party vendors to streamline the on-boarding process for current clients.• Worked closely with product management to ensure future product enhancements met client expectations. • Worked with the leadership team to ensure product releases were a success.

Sendouts

- Responsible for implementing largest new enterprise clients including onsite enterprise installations and supported enterprise client base ongoing• Develop specifications and scope of work (SOW) for custom development items including custom reports and process workflows• Provided training and consulting on core products to new and existing clients • Actively managed internal CRM tool for scheduling and tracking activities• Contributed in release testing and sprint testing• Provided feedback to product development for future product enhancements• Created and maintained internal and external training materials

Account Manager

- Assisted Branch Manager and all Account Executives with preparing loan documents, customer inquires, preparing reports, and performing all necessary clerical functions to help support branch operations• Reconciled daily and monthly accounting entries, and all financial transactions• Reported control weakness, compliance breaches, and operational losses• Disburse proceeds, process counter payments, and audit• Built and maintained relationships with new and existing customers• Analyzed loans to ensure company guidelines were followed

Emily McDaniel