Peter Hayes

WORK HISTORY

EDUCATION

SKILLS

ABOUT PETER HAYES

Those who know me see me as a team builder who leads with empathy. I strive to learn and grow through my work, and I inspire others to do the same. I have built customer experience programs and the supporting teams from the ground up, leveraging open communication and regular performance reviews to build trust and camaraderie as we work together toward common goals. I act as a trainer, coach, and mentor to my team, who proudly become champions of our customers.Managing Customer Support and Success involves more than just resolving escalated support tickets, increasing retention and renewals, and presenting to prospective customers. I act as a diplomat, championing the needs of the customer while improving business outcomes at the same time. I find common ground amongst all stakeholders, facilitating success not only for those who use our products and services but also for everyone involved - from my own team to leadership at the highest levels. I am a creative problem solver, always looking for new ways to approach a challenge. I am not afraid to take risks, but I do so with clearly defined goals and a well-thought-out strategy. Whether I am developing a new price structure and renewal strategy or aligning client communication across Delivery, Sales, and Success, I seek feedback from all parties allowing for universal buy-in. The end results are increased conversion rates, renewals, and CSAT scores.