Adam Yu

Associate Manager @Lucid Software

Progressed from Customer Operations Intern to Product Support Specialist, Technical Support Specialist, Sr. Technical Support Specialist, and Customer Operations Associate Manager. Point of contact for Lucid’s Enterprise customers to troubleshoot technical issues in Lucid products or integrations at the user or admin level. Experience configuring and troubleshooting SAML, SCIM, AWS IAM roles, and other integrations supported by Lucid. Collaborated with product and marketing teams to create various internal and external documentation on using Lucid’s products and integrations as well as troubleshooting them. Partnered with the business systems team to drive improvements in scope and accuracy for the metrics being used to evaluate and forecast the customer operations team’s work. Implemented a new method of data collection and reporting for Lucidscale support tickets in Zendesk with the business systems and product teams to better identify trends and areas of increased focus for the development teams. Created various reports in Tableau to increase the visibility of Enterprise support metrics for internal stakeholders.