Stephen J Langley
Pittsburg,KS
Summary
Intensely motivated Support Management Professional with an exceptional track record of leading quality technical teams. Excels in encouraging and mentoring staff to increase key metrics and employee productivity while providing unparalleled customer satisfaction. Relishes working with key stakeholders in conceptualizing, developing, implementing, and following through on strategic programs to accomplish corporate goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Director, Support Solutions
ETQ, Inc
Burlington, Massachusetts
08.2022 - 04.2025
- Supervised a team of 17 worldwide remote support specialists, directly mentoring two managers and three leads supporting ETQ’s global wide SaaS customers base.
- Established relationships with other teams to resolve customer issues cross functionally.
- Designed and implemented KPIs for the support organization utilizing Salesforce.
- Restructured operations by designing and implementing multiple process improvements including the reduction of MTTR by 21%.
- Started the process to add AI to support operations.
- Motivated the team to create an environment of customer excellence with CSAT scores at 4.6 or above.
Manager, Enterprise Support
Wolters Kluwer
Waltham, Massachusetts
05.2017 - 08.2022
- Hired, managed, and mentored a remote Enterprise Support contact center team supporting the SaaS application UpToDate, providing clinical diagnostic information for health care.
- Created multiple process improvements designed to enhance customer satisfaction and staff efficiency.
- Responsible for monthly metric calculation and presentation to management.
Manager, Global Customer Support
Schneider Electric
Foxborough, Massachusetts
09.2012 - 05.2017
- Supervised and hired a 17-person technical support team contact center.
- Designed and implemented multiple process improvements to streamline operations.
- Spearheaded the move and expansion of the Support Lab during the facility relocation.
- Managed Schneider Electric’s remote access solution for secure access to customer environments such as pipelines, power plants, and refineries.
- Coordinated SOC II Type 1 and Type 2 audits to validate the security of the remote access solution.
Manager, Customer Support, Compuware/Dynatrace APM Business Unit
Compuware, Inc.
Lexington, Massachusetts
08.2011 - 09.2012
- Guided, hired, and managed a multi-tiered staff of 21 Support Engineers throughout the United States.
- Responsible for effective service delivery for the Dynatrace product suite.
- Prepared team for implementation of new features, defect correction, general releases, and new products.
- Led cross-functional teams (NOC, QA, Engineering, Customer Success, and Sales) to solve escalated customer problems quickly and efficiently.
Senior Software Support Engineer
Axeda, Inc.
Foxborough, Massachusetts
05.2009 - 08.2011
- Rapidly resolved customer problems with Axeda’s IOT product suite in a SaaS environment.
- Coordinated the defect correction process with Axeda’s Product Sustaining Team.
Technical Support Manager, Data Center Services
Akibia, Inc.
Westborough, Massachusetts
06.2007 - 11.2008
- Led a multi-tiered staff of 20 Technical Support Engineers throughout the United States, providing 24/7 hardware and software support for Sun, HP (HPUX, Dell, and Compaq), IBM, and high-end storage systems.
- Created a Technical Support staffing model, reducing staff and saving $200,000 while maintaining high levels of customer satisfaction.
Manager, Technical Support
edocs, Inc./ Siebel Systems/Oracle
Burlington, Massachusetts
04.1999 - 06.2007
- Managed a global staff of 11 Technical Support engineers, ensuring case closure and customer satisfaction rates remained exemplary to provide 24/7X365 support.
- Awarded for managing the Technical Support portion of the edocs/Siebel transition.
- Developed alignment and process improvements between North America, EMEA, and APAC Technical Support resources by devising best practices, processes, and procedures.
Education
Master of Arts - Communication
Suffolk University
Bachelor of Arts - American History and Communications and Journalism
Suffolk University
Skills
- Team Building
- Customer Communication
- Data Analysis
- Resource Optimization
- Project Management
- Performance Metrics
- SaaS
- CRM
- Team Leadership
- Global Team Management
- Process Improvement
- Crisis Management
- Salesforce
- Strategic Planning
- BPO
- Contact Center
Certification
Service Strategies Training, SCP Certified Customer Support Manager
Timeline
Director, Support Solutions
ETQ, Inc
08.2022 - 04.2025
Manager, Enterprise Support
Wolters Kluwer
05.2017 - 08.2022
Manager, Global Customer Support
Schneider Electric
09.2012 - 05.2017
Manager, Customer Support, Compuware/Dynatrace APM Business Unit
Compuware, Inc.
08.2011 - 09.2012
Senior Software Support Engineer
Axeda, Inc.
05.2009 - 08.2011
Technical Support Manager, Data Center Services
Akibia, Inc.
06.2007 - 11.2008
Manager, Technical Support
edocs, Inc./ Siebel Systems/Oracle
04.1999 - 06.2007
Master of Arts - Communication
Suffolk University
Bachelor of Arts - American History and Communications and Journalism
Suffolk University
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