Neil Smith

Neil Smith is the Vice President of Technical Support at Iterable, a customer engagement platform that helps companies provide personalized communications across multiple channels like email, SMS, and push notifications.12 Here are some key details about Neil Smith:

Professional Experience

Neil has been with Iterable for nearly six years, starting in 2018.27 His career progression at Iterable includes:

• Director of Support (2018-2021)
• Senior Director of Support (2021-2022)
• VP of Technical Support (2022-present)

Under Neil's leadership, Iterable's support team has grown significantly. When he joined, the team had just three people, and it has since expanded to about 40 people across the globe, including the United States, United Kingdom, and Australia.1

Leadership Style and Achievements

Neil is known for:

• Building and scaling support teams: He has overseen a 10x growth in his team size to keep up with Iterable's rapidly expanding user base.2
• Developing efficient hiring processes: Neil created a three-step, high-volume interview process that has helped him hire dozens of talented support professionals with a nearly perfect retention rate.2
• Promoting from within: He focuses on internal promotions for senior roles, which has improved retention and created clear career pathways.2
• Global team management: Neil has experience in managing distributed teams across different time zones and implementing outsourcing strategies to provide 24/7 support.1

Skills and Expertise

Neil has extensive experience in various technical support, sales engineering, and information technology roles.5 He is described as a manager who works with balance, focus, and forward thought.3

Public Speaking and Thought Leadership

Neil has participated in industry events and podcasts, sharing his insights on support leadership, hiring processes, and team management.46 He has been featured on podcasts like "Beyond the Queue" and "Frame FM: Connecting the dots between technology and business impact".68

Neil Smith's LinkedIn username is neilaidansmith, as mentioned in the query.34