Wayne L.
- Role
- Customer Success and Operations Lead at Verato
- Location
- Scottsdale, AZ, US
- LinkedIn followers
- 500 followers
About Wayne L.
Summary: Technical support professional with a vast amount of experience in the…
Experience
Customer Success and Operations Lead
Jan 2022 — Present · Phoenix, AZ
Formulate, manage and execute customer support policies and procedures and promote their implementation\\\\n- Assess support statistics and prepare detailed reports on the findings to track customer satisfaction and NPS\\\\n- Responsible for escalated customer support issues: complaint management and resolution\\\\n- Drive reusable internal/external knowledge initiatives; knowledge base, wiki, FAQ, assist with training presentations and how-to guide\\\\n- Research, propose improvements to support infrastructure such as intranet, Salesforce setup, internal/external ticketing systems\\\\n- Responsible for support mentorship/leadership/guidance as necessary\\\\n- Collaborate/consult as needed with the sales team to facilitate upsell of Verato products when a customer’s needs go beyond implementation use cases of the installed product\\\\n- Lots more.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
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