Elise Bergen

About Elise Bergen

I am a driven and goal-oriented Product Support Manager with extensive sales experience. I have a proven reputation in securing and supporting top brands in the home industry and creative vertical. I am an enthusiastic leader with a strategic approach to every project. I love working in SaaS and engaging our customers with our product to better their businesses!

Experience

1. Product Support Manager, Level 2

   Houzz

   Oct 2024 — Present

   Global Team Leadership & Strategic Partnership: Promoted to Product Support Manager, Level 2, in October 2024, based on my track record of excellent team performance, software expertise, strategic thinking, and trusted partnerships with cross-functional teams, both internal and external. I’ve demonstrated consistent success in launching new training initiatives and materials for global teams. I have also partnered with top talent as a mentor, providing career insights and serving on their capstone project panels.Product & Engineering Partnership: Continued PM and PMM partnership to develop new processes like AI integrations, online payment security measures, and continued education. Key Achievements- Maintaining excellent team performance YoY across all KPIs- Reputation as the go-to software resource by all teams- Leading monthly business reviews for the Engagement department- Representing Houzz at online and in-person industry events like academies, tradeshows, and in classroom settings- Key moderator of customer feedback (NPS, Facebook, etc.)- Overseeing support operations of acquired partners- Managing AI solutions for customer-facing and internal tools- Managing software questions via Slack, Gchat Product Spaces, and overseeing our SKU source of truth- Channel process documentation manager- Developed and launched the Solutions Engineer role to support new business- Scaled performance improvement plan internationally- Partnered with CS leaders to launch Salesforce Service Cloud- Rebuilt case and product feedback submission processes- Competitor analysis- Revamped and facilitated the US training plan for new reps- Developed a Senior Solutions Engineer role, defining responsibilities distinct from a Solutions Engineer- Key partner with RevOps for a successful International Builders’ Show- Assisted in developing FAQ resources for a global Financial Suite training- Built and launched Intercom chat support training for the EU market

Education

• Chapman University

  Bachelor of Science, Business Administration with an emphasis in Marketing; Minor in Comparative Literature

  2007 — 2011

Skills

• Client Rapport
• Social Media
• Relationship Building
• Digital Marketing
• Online Marketing
• Email Marketing
• Online Advertising
• Leadership
• Customer Service
• Management
• Blogging
• Ftp
• SEO
• Account Management
• Microsoft Office
• Sales
• Social Media Marketing
• Creative Consulting
• Marketing
• Marketing Strategy
• Key Account Development
• Market Research
• Public Relations
• Advertising
• Search Engine Optimization (SEO)
• Facebook
• Customer Satisfaction