Clay Tison

About Clay Tison

I am a motivated, influential, creative, and diverse leader with years of success energizing teams in the delivery of enterprise growth, high customer satisfaction ratings, and innovative digital transformations that deliver customer success results.* I deliver fluency in business operations, customer collaboration, program management, product support, technical writing, content and experience design, and product adoption, while leading and engaging highly productive cross-functional teams.* I continually introduce innovations, product delivery strategies, and activities that promote customer satisfaction, experience, and team engagement.* I am passionately involved in Diversity, Equity, and Inclusion (DEI) committees as an outspoken advocate for underrepresented groups.* I consistently present exceptional communication, interpersonal skills, decision-making, and customer satisfaction results.* I enjoy fulfilling the vision to build a fabric of customer connectivity using tech, design thinking, data, and relationships. My current focus includes leading a global team of program managers, product designers, process managers, community managers, and systems and software engineers to create user-centric web experiences that demonstrate compassion, personalization, and self-service as our primary driving strategies.

Experience

1. Senior Director, Customer Success Digital Transformation

   Genesys

   Jun 2020 — Present

   Steers highly efficient global teams consisting of program managers, UX/UI product designers, content and engagement managers, community managers, and software and systems engineers tasked with delivering self-service excellence across multiple sites, including education, online community, knowledge, and support, to encourage customer success results. Fulfills the vision to design a fabric of customer connectivity through technology, design thinking, data, and relationships. Creates user-centric web experiences that drive compassion, personalization, and self-service at scale.* Designed, developed, implemented, and maintained the self-service sites that support all product offerings, ensuring our consumers reach their business outcomes.* Delivered significant support ticket savings initiatives that resulted in more community sessions ($15/session) and videos ($.20/view), new support cases ($100+/case) and launched within 24 hours, which soared to $966K in support ticket deflection savings in FY23.* Designed architected, engineered, and released an AWS-hosted web app that streamlined the user experience by consolidating permissions, personalization, and integration of 35 product sites into one, which increased login users by 39%, over five months.* Saved the company $390K through the introduction of an AI/ML-backed internal knowledge digital bot implementation that reclaimed Customer Success and Technical Account Manager time in its first year.* Secured an online engagement boost of 74% over three years, without additional staffing.

Education

• Queens University of Charlotte

  Bachelor, Music; Classical Guitar Performance

• University of Southern California

  Master, Music; Classical Guitar Performance

• The University of North Carolina at Chapel Hill

  Graduate Certificate in Technology and Communication, School of Journalism and Mass Communication

  2013 — 2014