Jonathan Griffin

About Jonathan Griffin

High-impact - High Energy CX leader with repeated success scaling global support organizations in SaaS and E-commerce. AI boosted - Human Led. When you\'re a leader, you work for your team. They don\'t work for you.Zendesk • Salesforce • Tableau • Power BI (L3 Certified) • Shopify • Microsoft D365 • Iterable • Jira • Confluence • Slack • AI Agent Deployment • Cross-Functional Leadership •

Experience

1. Director of Customer Success

   SteelSeries

   Jan 2022 — Present · Chicago, IL, US

   Direct 30+ global team members; elevated division CSAT 40%+ and NPS/CES to top-quartile.• Designed and launched AI customer self-service agent, cutting ticket volume 30% and freeing team for high-value interactions.• Built from scratch: onboarding program, knowledge base (1,200+ FAQs), KPI’s with a transparent dashboard, and CX reporting suite.• Partnered with Product, Engineering, and Marketing to overhaul support portal, comm\'s process and order-management workflows. Including Feature Adoption support through various campaigns.• Stakeholder in fulfillment + Return and Warranty processes between warehouse, carriers, and software.• Elected Company Ambassador for company Pillars and Culture.

Education

• Eastern Illinois University

  Education

• National Louis University

  Bachelor of Science (BS), Marketing/Management Minor Finance

  2005 — 2007

• Libertyville High School

  GED

  1998 — 2002

Skills

• Public Speaking
• Microsoft Office
• Sales
• Marketing Strategy
• Micros
• Community Organizing
• Team Building
• Android
• Team Motivation
• Sales Motivation
• Team Leadership
• Leadership
• Management
• Advertising
• Social Media Marketing
• Social Media
• Customer Service
• Microsoft Excel
• Marketing
• Customer Satisfaction
• Real Estate
• Home Construction
• Salesforce.com Implementation
• Zendesk
• Tableau
• Account Management
• Data Analysis
• Business Development