Natalie Wlock

Customer Support Team Lead @Aquatic Informatics

Define business strategy, and speak with potential water treatment plant customers to gather market and customer data, for a new SaaS software prospecting initiative. • Lead Jira triage of customer escalations and bugs, prioritize with Development and Product teams accounting for technical debt, and facilitate communications with customers, including about product roadmap, to collaboratively resolve customer issues in an agile software environment. • Troubleshoot customer facing tickets from municipalities worldwide, identify impact to business operations and determine root cause, and capture customer requirements as user stories, to address customers’ water data compliance and reporting business needs. • Coach and mentor local and remote team members and contractors, with varying years of experience, on customer ticket problem solving process, including exploring customers needs, to achieve a high rate of positive customer satisfaction. • Analyze, and report on metrics, including customer feedback and service-level agreement, to set priorities, appreciate team accomplishments, improve performance, and meet business objectives.