Jordan Premick

About Jordan Premick

I am a seasoned professional with over a decade of experience in leadership in support and technology. My primary objective is to empower team members to deliver exceptional customer experiences. I am passionate about bridging the gap between customers, customer support, and engineering; recognizing that effective communication is paramount.As the Vice President of Customer Support at Enmark, I have spearheaded several initiatives that have significantly impacted our support operations. I successfully transitioned our Support, Customer Success, and Implementation teams to Zendesk, to improve internal operations and allow their powerful reporting to shed light on case drivers and resource allocation challenges within our teams. I instituted a structured onboarding process for our support team, effectively reducing ramp-up time. This initiative is particularly vital in the context of remote work becoming the norm for SaaS support teams.I am currently overseeing the seamless integration of an acquired support team into Enmark, ensuring that we maintain the high level of service that Bayern\'s clients expect. As the Director of Support at Salsa Labs, my milestones were-Implementing standardized scheduling and a robust quality assurance process to ensure consistent client experiences across the support team-Deploying ZenDesk\'s tool across all support channels, which offered a comprehensive view of client interactions and their issues. This enabled us to conduct a cost analysis of support debt against client revenue-Established an integration between ZenDesk, SalesForce, and JIRA, facilitating a comprehensive understanding of the business cost and client impact of bugs and feature requests. This integration supported product and development timelines while considering customer risk-Creating an internal Wiki using Atlassian Confluence, which served as a centralized repository of SOPs. This eliminated single points of failure and siloed domain knowledge. It covered nuanced product details and industry best practices in areas such as email marketing, social media, and non-profit strategies-Collaborated with various departments to develop and visualize the customer journey, ensuring a holistic understanding of how our teams engaged with clients at different stages of their journey.At AWeber, I focused on creating and standardizing processes to ensure consistent customer experiences across the team. I supported the implementation of Predictive Index and Situational Leadership. This enabled me to coach team members based on their strengths.

Experience

1. Vice President, Customer Support

   Enmark Systems, Inc

   Jun 2023 — Present · Ann Arbor, MI, US

Education

• PennWest Clarion

  Bacherlor of Science, Accounting

  2003 — 2008

Skills

• Scrum
• Product Management
• Performance Metrics
• Wordpress
• Mac Os X
• Email Marketing
• Social Media Best Practices
• Email Strategy
• Social Media Marketing
• Css
• Blogging
• Zendesk
• Sales Hiring
• Qualitative Research
• Project Management
• Situational Leadership
• Quality Assurance
• Html
• Customer Retention
• Jira
• Html Emails
• Customer Service
• People Management
• Staff Development
• User Experience
• Marketing Strategy
• Social Media
• People Development
• Confluence
• Product Development
• Analytics
• Technical Hiring