Damon Edmond
Director Software Support @Zoll Data Systems
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WORK HISTORY
Director Software Support @Zoll Data Systems
Broomfield, CO, US
As the Director of Customer Support at ZOLL Data Systems, I am a strategic leader who guides and empowers my organization to excel on the front lines of customer support. With a strong focus on delivering exceptional service, I have played a pivotal role in developing and implementing the department\'s vision, mission, and objectives.By driving key results, action initiatives, and processes, I have equipped my team with the necessary tools, data, and organizational structure to achieve outstanding customer support outcomes. I prioritize providing guidance and fostering a customer-centric culture, ensuring that my team has the necessary resources and support to deliver exceptional technical assistance and managed services.Through collaborative leadership, I have had the privilege of driving the design and implementation of efficient support systems for a diverse suite of 15+ enterprise/SaaS/mobile EMS, firefighting, dispatch, and billing software solutions. These efforts have empowered my dedicated team to effectively serve approximately customers in North America, successfully handling and resolving a substantial volume of cases and tickets on a yearly basis. One of the achievements I am proud of is my contribution to ensuring a consistent and exceptional customer experience through the successful integration of two acquisitions in 2019. Through careful oversight of the migration process for people, processes, and systems, I worked towards facilitating a seamless transition and harmonization of support operations. As a result, we witnessed improvements in customer satisfaction and enhanced service delivery. It is truly rewarding to be part of a team effort that positively impacts our customers\' experiences with every interaction.
EDUCATION
Certified Support Manager
Service Strategies
University of Phoenix
BSBA, Business Administration
SKILLS
ABOUT DAMON EDMOND
I’m a strategic and data-driven leader with 20+ years in SaaS and enterprise software support—on a mission to build scalable systems, grow exceptional teams, and deliver frictionless customer experiences.At ZOLL Data Systems, I’ve led the charge in turning support data into action—building dashboards, surfacing key metrics, and using analytics to drive smarter decisions in staffing, escalation handling, knowledge management, and customer engagement.I’m also a committed early adopter of AI and automation tools, actively using ChatGPT, Copilot, Perplexity, Gamma, and others to enhance operational insights, accelerate performance coaching, and 10x content creation across support workflows.What sets me apart is the ability to blend human-centered leadership with systems thinking—connecting people, tools, and processes in ways that amplify customer success and team fulfillment.I lead with curiosity—exploring how AI, analytics, and operational design can work together to make support faster, smarter, and more sustainable.If you\'re passionate about redefining support in a rapidly evolving tech landscape, let’s connect and share ideas.
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