Timothy Volking
- Role
- Senior Director, Technical Account Management at 8x8
- Location
- Georgetown, TX, US
- LinkedIn followers
- 500 followers
About Timothy Volking
I’m a global Technical Services, Support, and Customer Operations executive with 20+…
Experience
Senior Director, Technical Account Management
Oct 2021 — Present
Leads a global, multi-tier support organization with a focus on 8x8’s largest enterprise accounts• Implemented processes and procedures that have increased the operational proficiency and quality throughout the organization• Established and driven a set of KPIs that supports a best-in-class customer experience which has resulted in a 93% satisfaction customer rating• Developed and deployed a completely new Technical Account Manager program that has increased 8x8’s ability to support our largest enterprise customers and drive additional recurring revenue• Redeployed talent into new job functions successfully while establishing baseline performance metrics to ensure continued success as well as increasing operational efficiencies • Introduced a Critical Account Program that resolves customer crises via a cross-functional effort • Introduced advanced reporting and measuring into the support escalation and incident management team
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