Claude Morings
Support Operations Leader experienced in building & scaling SaaS global support teams | Customer Success | Technical Account Management
- Role
- Global Manager of Product Support at Cloudm
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Claude Morings
A strategic and customer-centric IT and SaaS leader with over 10 years of experience…
Experience
Global Manager of Product Support
Jan 2022 — Present · Charlotte, NC, US
Implemented and managed four regional product support regions (US, UK, Bulgaria, Singapore). Team recruitment and development.Manage the performance and support the career development of product support engineers.Manage, monitor, and document the support workflows in ZendeskCustomer escalation managementCustomer feedback processing and analysisManage the interdepartmental interaction process between CSM, sales, product, and dev.Implemented, Manage, and monitor the support KPIsWeekly, biweekly, and monthly reporting of team performance to the director and CTO.Implemented training for support engineers for upskilling and professional development.Serve as the voice of the customer by understanding the client\'s business needs and applying knowledge of our products to meet those needs. Develop and maintain communication cooperatively and professionally with all management, employees, and clients. Identify key operation metrics and use this information to enable continuous improvement in Managed Services. Implement the necessary technology, personnel, processes, and operational oversight to accomplish business goals and objectives.Report the status of the business operations that enable management to assess performance and progress.Establish an environment of exceptional client service that retains existing clientele and attracts prospecting clients. Implemented SLA, CSAT, ticket volume, and engineer performance-based reporting.Implemented 24x7 supportEstablished EMEA, APAC, Bulgaria, and US support teams.
Skills
- Microsoft Sql Server
- User Experience
- Netapp
- Windows
- Iis
- Online Advertising
- Private Cloud
- Databases
- Amazon Web Services (Aws)
- Servers
- Emc Storage Solutions
- Help Desk Support
- Network Administration
- Project Management
- Mysql
- Vmware
- Html
- Infoblox
- F5 Bigip
- Tcp/Ip
- Data Domain
- San
- Sharepoint
- Apache
- Sem
- Emc San Administration
- Dns Management
- Css
- Computer Hardware
- Cloud Computing
- System Administration
- Windows Azure
- Active Directory
- Web Analytics
- Windows Server
- Networking
- Dns
- IT Infrastructure Management
- Database Administration
- Google Apps
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