Andy Baker
Customer Success Leader - Enhancing customer satisfaction through data-driven analysis, Innovation, & optimization
- Role
- Senior Director, Customer Experience at ABBYY
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Andy Baker
Strategic and results driven leader experienced in scaling and optimizing Customer…
Experience
Senior Director, Customer Experience
Feb 2025 — Present · Dallas-Fort Worth, TX, US
Lead global programs that ensure ABBYY customers receive timely, effective, and scalable support. My role spans escalation management, service delivery, and supportability, driving continuous improvement across the customer journey. Escalation Management - Oversee a team of subject matter experts who review complex support tickets, manage prioritization and resolution paths with engineering, and provide clear reporting to stakeholders. Responsible for the Customer Health Recovery (CHR) program, ensuring proactive handling of at-risk customers. Service Delivery - Lead a team of regional Service Delivery Managers accountable for SLA performance, resolution of major and critical incidents, and successful rollout of new releases and products across the global support organization. Supportability - Drive initiatives to reduce ticket volume by identifying recurring issues and implementing solutions such as training programs, knowledge base articles, tools, and product enhancements. Close knowledge gaps through targeted training and enablement.Through these functions, I ensure ABBYY maintains high levels of customer satisfaction, operational efficiency, and product adoption across its enterprise customer base.
Education
University of Kent
Bachelor of Science, Computer Science
1996 — 1999
Skills
- Citrix Xenapp
- Vmware Infrastructure
- Presentations
- Windows 7
- Powershell
- Appdna
- Consulting
- San
- Terminal Server
- Microsoft Technologies
- High Availability
- Xen
- Enterprise Architecture
- App-V
- Citrix
- Vdi
- Vmware
- Server Architecture
- Xenapp
- Servers
- Application Virtualization
- Server 2000-2008
- Desktop Transformation
- Xenserver
- Microsoft Products
- Hyper-V
- Networking
- Citrix Xendesktop
- Vmware Esx
- Virtualization
- Manage Client Relationships
- Terminal Services
- Xenclient Enterprise
- Login Vsi
- Vsphere
- Project Management
- Vmware Vsphere
- Technical Writing
- Citrix Metaframe
- Active Directory
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