Adam Annen

About Adam Annen

I truly love Customer Support! I have a passion & vision to guide teams on a balanced…

Experience

1. Senior Technical Support Manager

   Smarsh

   May 2022 — Present · Raleigh, NC, US

   Smarsh provides innovative capture, archiving, e-discovery, and supervision solutions across the industry’s widest breadth of communication channels.My role is very strategically focused but with high attention on the day-to-day operations and staff development:• Leading multiple teams and functions within support delivery: Technical Support, Business Critical Support (White Glove), & Data Services teams across global geographies.• Heavily involved in recruitment, staff development planning, staff evaluations, & performance management. • Heavily involved in integrating acquired companies through integration planning as well as building new teams and lines of profitable business.• Relationship building with Product, Engineering, and Sales teams to enhance our products, our customer experience and the premium support offerings.• Partnered with internal teams on tool evaluations, tuning, design, and rollouts. Trialed key tools including AI Assistants which resulted in a more successful rollout to other Smarsh teams.• Leading key partner and vendor relationships for support services (Both partner support agreements as well as upstream service providers such as AT & T, Verizon, T-Mobile, & O2 to ensure seamless support processes)• Leading the incident management process as well as other process improvement design and documentation.• Project Management: Led, structured, & tracked many support & engineering related proactive projects.