Tommy Smith
Director, Customer Onboarding Finance Inbound Support @RightNow Media
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WORK HISTORY
Director, Customer Onboarding Finance Inbound Support @RightNow Media
McKinney, TX, US
Oversee multiple teams, each with distinct KPIs and responsibilities. Involved in setting the strategic direction and vision casting for the team.OnboardingLead a Customer Success team responsible for onboarding all new church accounts with fewer than 750 members, achieving a 60% hold rate in workshops. This team manages 300+ accounts, with more than in MRR. We hand off accounts to permanent Consultants within 90 days.Inbound/Tech SupportSupervise a team that efficiently handles 250-300 weekly inbound calls. Manage a team that processes 200+ weekly support tickets, analyzes trends, and identifies problem areas while working with the Software Team to address these issues. Oversees online support chats. Our MTR efficiency is 16.5, with an average CSAT of 4.9. Monitor Urgent email inbox and respond to customers promptly.Customer FinanceOversee aspects of day-to-day customer finance operations. Established an integrated system utilizing Cases in Salesforce, eliminating the need for Outlook and Excel. Developed a text-based notification system to inform customers of billing issues, thereby enhancing overall efficiency. Achieved a remarkable 90% billing update rate for 2024. Collaborated with CRM Operations to implement a customer self-scheduling system, reducing the reliance on voicemails and minimizing phone tag. Attained a 28% retention rate for 2024. Salesforce KnowledgeResponsible for collaborating with the Software Team to develop Salesforce Knowledge articles that provide clear tutorials for customers. Increased resources by 32% including adding videos for visual learners. These essential materials are translated into multiple languages to support our global teams.CollaborationWork alongside other key leaders on diverse projects across departments, fostering positive relationships with teams throughout RightNow Media. Facilitate regular training sessions and meetings with each of the global expansion teams, promoting growth and unity.
EDUCATION
Howard Payne University
Bachelor of Arts - BA, Christian Studies
B. H. Carroll Theological Seminary
Master of Arts - MA, Religious Education
ABOUT TOMMY SMITH
I am a dedicated team player who wholeheartedly supports the mission of the church, with a successful history of developing high-performing teams across multiple departments. With over 20 years of experience in church ministry and business leadership, I am a demonstrated leader with a pastor’s heart.I have been married to my high school sweetheart for almost 23 years. I am the proud father of three. Angie serves as Director of Operations at Camp Copass, a Baptist church camp in Denton, TX. We are actively involved at our church, Hope Fellowship, in Frisco, TX in Student Ministry, Men & Women’s Ministries, and volunteer Small Group coaches.
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