Austin Beckstead

About Austin Beckstead

Customer Experience and Technical Support executive with twenty years of experience leading global SaaS support, customer success, and complex enterprise environments. Skilled at building world-class customer experience programs that integrate support, success, onboarding, and lifecycle engagement. Proven ability to stabilize platforms, manage high-impact escalations, improve customer trust, and deliver measurable results through AI, operational rigor, and customer value realization. Known for bridging technical depth with a customer-first mindset. Experienced with Domo’s platform, support model, and enterprise customer expectations.Core Competencies • Strategic team growth, leadership development, and global operations• Customer experience, account management, and customer journey mapping• BI-driven strategies, stakeholder collaboration, and vendor management• Cost optimization, operational governance, and change management• Frictionless support methodologies, including OKR, KCS, Six Sigma, CSAT, NPS• Escalation management, executive communication, and cross-functional alignment• Performance monitoring and analytics tooling• AI implementation, automation strategy, and predictive customer insights• Technical expertise across Accela, Gainsight, Domo, Tableau, Salesforce, Zendesk, API integrations, SQL, Agile methodologies, Jira, and cloud platforms (AWS, Azure)

Experience

1. Sr Director of Customer Success and Government Solutions

   Accela

   Jun 2024 — Present · US

   Built and led Accela’s first end-to-end Customer Experience organization, integrating Customer Success, Solution Architecture, onboarding, and lifecycle programs across 650 agencies. Designed a scalable CS model centered on value realization, customer outcomes, risk prediction, and measurable health improvements. • Designed the full Customer Success lifecycle across Strategic, Mid-Touch, and Digital segments, improving customer health by 9% in six months.• Achieved 98% retention through success planning, outcome tracking, and executive engagement.• Embedded AI into onboarding, health prediction, digital engagement, and lifecycle workflows.• Introduced value-based journey mapping for onboarding, adoption, and long-term retention.• Scaled Digital CSM coverage for long-tail accounts while maintaining personalized engagement.• Led the Solution Architect team to deliver technical roadmaps and align customer signal with Product and Engineering priorities.

Education

• University of Utah

  Attended

• Salt Lake Community College

  Atteded

Skills

• Project Management
• Salesforce.com
• Paas
• Jira
• Obiee
• Api
• Crm
• Report Writing
• Microsoft Access
• Sql Server Management Studio
• Technical Support
• Presentations
• Data Analysis
• Financial Reporting
• Saas
• Voice Over Ip (Voip)
• Operations Management
• Webex
• Software as a Service (Saas)
• Single Sign-on (Sso)
• Customer Service Management
• Budget Management
• Troubleshooting
• Excel
• Microsoft Sql Server
• Iex
• Databases
• Teradata
• Dashboard
• Etl
• Sales Management
• Customer Relationship Management (Crm)
• Voip
• Microsoft Office
• Sales
• Etl Tools
• Magic Etl
• Mobile Device Management
• Sap
• Cognos