Wayne L.

Customer Success and Operations Lead @Verato

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