Brandy M.
Product Support and Enablement @Verifiable
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WORK HISTORY
Product Support and Enablement @Verifiable
Proactively took ownership of customer enablement as an expansion of my role to support scale and long term customer success• Identify patterns and trends across support tickets, customer accounts, and workflows to flag potential issues early, before they become larger problems• Build training materials, documentation, troubleshooting guides, and workflows to reduce repeat issues and improve consistency• Help deflect support volume by identifying patterns, creating clarity and customer enablement rather than being in a constant reactive state.• Act as a connector between support, customer success, operations, and product when processes need clarification or improvement• Translate technical and operational complexity into clear, usable guidance for both customers and internal teams• Improve systems and processes so teams are not repeatedly reacting to the same issues• Serve as an early signal for risk, process gaps, and scaling challenges as the product and customer base grow
EDUCATION
Salt Lake Community College
General Studies
ABOUT BRANDY M.
Hello there!I work at the intersection of customer support, customer success, and operations. My happy place is identifying patterns, how products are actually used, where systems start to break down, and why the same problems keep showing up. I focus on removing barriers with long term solutions in mind so customers have the confidence to fully lean into the product and use it at its full potential.SupportI started in frontline support, which shaped how I think more than anything else. Support is where you live in the details. It is where you see how products actually break, how customers really use them, and where processes and workflows fall apart. That experience trained me to spot edge cases, inconsistencies, and inefficiencies quickly and understand the real impact they have on customers.Customer SuccessAs a CSM, the work shifts from fixing what is loud in the moment to understanding patterns over time. It requires stepping back, looking across accounts, behavior, and systems, and making decisions that hold up long term. In CSM and scaled CSM roles, I have supported high volume accounts while maintaining strong outcomes, including a 97 percent CSAT and renewal rates consistently in the high 90s. My focus has always been on long term results over short term wins.How I bring them togetherMy approach comes from being able to move between support level detail and CSM level perspective. I meet customers where they are, but I do not stop there. I focus on identifying inefficiencies across workflows, systems, and usage patterns and am not afraid to challenge customers with different perspectives or approaches when something is not serving them long term.That often means pushing past what feels familiar or comfortable and helping customers rethink how they are using the product, their processes, or their internal workflows. I care about elevating customers over time by teaching them not just what to do, but why, so they can make better decisions independently instead of relying on repeated support intervention.Internally, I work closely with support, CSMs, operations, and product and am often flagging issues before they show up as official trends. I default to proactive over reactive, focus on root causes over quick fixes, and care deeply about building systems that actually scale.I am most interested in roles at the intersection of customer success, enablement, and operations, where long term thinking and systems insight are genuinely valued.If you are like minded- I would love to connect!
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