Erik Nyhaug

About Erik Nyhaug

Director of Product Support | Public Safety PortfolioPersonal Mission Statement: “To lead with integrity, empathy, and purpose — helping people and organizations realize their full potential through collaboration, accountability, and innovation.”As Director of Product Support at CentralSquare Technologies, I lead a team focused on helping our public safety and government partners get the most out of their software — because when their systems work better, their communities are safer.I’m passionate about creating a support experience that goes beyond solving cases. My goal is to build relationships, drive meaningful outcomes, and make sure our customers feel supported every step of the way. Whether it’s improving response times, reducing churn, or strengthening collaboration across teams, I’m always looking for ways to raise the bar.With over 15 years in tech and entering my 9th year in the public safety software space, I’ve learned that great support is equal parts technology, process, and people. I’m proud to lead a team that brings all three together to make a real difference for the agencies we serve.Core Competencies:Customer Experience LeadershipOperational ExcellenceTeam Development & CoachingCross-Functional CollaborationData-Driven Decision MakingStrategic Planning & ExecutionEscalation & Incident ManagementProcess Innovation & AutomationChange LeadershipExecutive Communication & Stakeholder Engagement

Experience

1. Director of Product Support - Public Safety & Justice Portfolio

   CentralSquare Technologies

   Jul 2025 — Present · Lake Mary, FL, US

   Leadership and Team ManagementLead, mentor, and manage support teams, fostering a culture of collaboration, accountability, and continuous improvement. Hire, train, and develop staff to meet performance and service standards. Conduct evaluations, coach team members, and support career growth. Oversee workforce planning, resource allocation, and scheduling to align with service demands.Strategy and Policy DevelopmentDesign and implement support strategies, policies, and procedures that ensure service quality and operational efficiency. Define and monitor SLAs and KPIs, driving initiatives that enhance processes, tools, and the customer experience.Customer and Issue ResolutionAct as the escalation point for complex technical and customer issues, ensuring timely resolution. Monitor customer feedback and issue trends to identify improvement areas. Implement systems to track and report service metrics such as satisfaction scores and resolution times.Cross-Functional CollaborationPartner with product, engineering, sales, and marketing teams to relay feedback and align support efforts with organizational priorities like product launches and customer retention. Coordinate with IT/infrastructure to ensure systems support service delivery.Technology and Process OptimizationLead the adoption of tools and technologies that improve efficiency and customer interactions. Maintain technical documentation, knowledge bases, and self-service resources. Use data analysis to uncover performance gaps and implement process enhancements.Reporting and ComplianceDeliver performance reports and insights to senior leadership. Ensure adherence to industry standards, data privacy laws, and internal policies. Manage departmental budgets, focusing on cost-effective resource utilization.

Education

• University of South Dakota

  Bachelor's degree, Health Services Administration

  1999

• University of Sioux Falls

  Master of Business Administration (M.B.A.)

  2007

Skills

• Healthcare
• Healthcare Information Technology
• Electronic Medical Record (Emr)
• Team Building
• Management
• Program Management
• Process Improvement
• Data Analysis
• Leadership
• Emr
• Ehr
• Strategic Planning
• Medicare
• Customer Service
• Healthcare Information Technology (Hit)
• Software Documentation
• Hipaa
• U.s. Health Insurance Portability and Accountability Act (Hipaa)
• Medical Billing
• Healthcare Management
• Access
• Hospitals
• Troubleshooting