Eric R.
Director of Account Management @ Dandy | Senior Customer Success Leader, optimizing the customer experience through continuous improvement of teams, technology, and processes
- Role
- Director, Account Management at Dandy
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Eric R.
DIRECTOR OF CUSTOMER SUCCESS I am an accomplished operations and customer success leader with proven experience improving performance at the individual, team, department, and company levels, with expertise in e-commerce, SaaS, and subscription-based companies.Throughout my career, I have drawn upon a background in contact center operations management, including a strong ability to improve processes, lead complex programs, and provide the coaching and leadership that allows for best-in-class performance and attainment of even the most aggressive Key Performance Indicators (KPI).My most recent success can be seen as the Director of Implementation for ServiceTitan, where I oversee the implementation of SaaS across the company’s residential new trades market. In this role, I built a fully trained implementation team in just 90 days and developed scalable solutions that helped boost market CAREER HIGHLIGHTS Established a universal support language and SLAs for ServiceTitan that helped triage bugs, which led to an immediate reduction in backlog. Implemented a new Bootcamp-style onboarding training for XDRs at ServiceTitan, which enabled new hires to start on the floor making cold calls 2 full weeks before previous training cohorts. Led a team of 100+ reports at HULU, partnering with the Director of Operations to reduce subscriber churn and improve customer satisfaction. Drove the major transition of two customer service teams at BlackTux to a single contact center space, including developing new strategies to improve performance.KEY AREAS OF FOCUS Customer Success Project Management Personnel Development Coaching & Mentoring Customer Experience Customer Success & Retention Process Improvement Strategic Planning Budget Management Net Promoter (NPS)I’m always open to expanding my network and connecting with other top professionals. Please add me as a connection and contact me.
Experience
Director, Account Management
Aug 2025 — Present · Atlanta, GA, US
Education
Emory University
Bachelor of Arts (BA), Political Science and Government
2000 — 2005
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.