Craig Czubati

Senior Director of Global Client Support and Services @Symplicity

Arlington, VA, US

As the leader of our global 24/7 support strategy, I designed and executed a data-driven framework that built a high-performing, client-focused team driving customer success, retention, and revenue growth within a SaaS environment. I led the assessment and deployment of targeted support strategies serving over 41 million users across 1,200+ institutions in Higher Education, Government, and Enterprise sectors.I oversaw post-sales teams—Training, Client Relations, and Product Support—ensuring consistent delivery of exceptional client experiences through focused training, ongoing coaching, and continuous process improvements. These efforts strengthened client value, boosted customer success, and upheld rigorous quality standards.Under my leadership, global service levels rose significantly, unlocking substantial cross-selling and up-selling opportunities within our client base. I spearheaded the successful implementation of ZenDesk as a unified ticket management platform, streamlining workflows and enhancing operational efficiency across support teams.I also pioneered the integration of advanced AI technologies to transform support operations. These innovations accelerated response times, optimized service delivery, and increased customer satisfaction, creating a more agile, efficient, and scalable support system that adapts to evolving user needs.By partnering with a Business Process Outsourcing (BPO) provider, we reduced operational costs while maintaining high service quality. Leveraging the BPO’s expertise and scalable resources optimized support functions, improved efficiency, and allowed internal teams to focus on strategic initiatives—delivering strong client value without compromising responsiveness.Overall, my strategic leadership in building and executing our global support model has driven business growth, ensured superior client retention, and delivered exceptional experiences across a diverse and expansive clientele.

Thomas Edison State University

Bachelor's Degree