Michael Windsor
- Role
- Vice President of Customer Success at TrueLook Construction Cameras
- Location
- Asheville, NC, US
- LinkedIn followers
- 500 followers
About Michael Windsor
I\'m a senior executive who thrives at the intersection of Customer Experience, Strategy…
Experience
Vice President of Customer Success
Feb 2022 — Present
Experienced professional skilled in successfully implementing and optimizing Salesforce Service Cloud, Dashboards, and Metrics. Accomplished implementation of a VOIP phone system for improved support capabilities. Maintained an impressive 4.8 out of 5 post-ticket completion survey rating. Led the certification of all support professionals as HDI Certified Support Professionals, with additional certifications in Cradlepoint, Procore, and Axis. Leveraged a staff augmentation firm to ensure 24/7 support and holiday coverage, resulting in substantial team growth of over 500%. Developed and executed effective Standard Operating Procedures and Training Programs. Significantly reduced ticket escalations to less than 2% of the total. Implemented seamless integration between Salesforce and JIRA using Service Rocket. Implemented Remote Support to effectively serve clients in diverse time zones. Collaborated closely with the Marketing Team to implement new and impactful Support pages. Recognized and advanced high-performing individuals within the team. Established formalized job descriptions for Customer Success roles and collaborated with Sales to define clear responsibilities. Spearheaded the development of initial Customer Success KPIs to drive and measure success. A results-oriented professional known for enhancing support operations, driving team growth, and optimizing customer success.
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