Alexander Spiegel
Pleasant Hill,CA
Summary
A hard working, focused professional who is driven to bringing his knowledge of Professional Services and Customer Support to the service aspect of the SaaS support industry.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Professional Services Consultant
Insightly
11.2021 - 09.2023
- Worked with high value Insightly clients on customization of their Insightly platform
- Performed pre contract integration viability analysis to ensure all customer needs could be met
- Managed integration projects from inception to completion, working cross team with Customer Success and engineering as needed
- Wrote out training modules for Professional Services team to ensure updated skillsets.
Jr. Professional Services Consultant
Insightly
03.2020 - 12.2021
- Worked with customers on customized integrations with the Insightly platform
- Managed multiple projects from initial customer meeting to completion
- Worked cross team to ensure that all integration needs were met promptly and under budget
- Assisted in the creation of Professional Services methods and practices when engaging with clients.
Senior Tier 1 - Technical/Professional Services agent
Insightly
02.2019 - 03.2020
- Worked with highest value customers in program issue resolution
- Created and sent JIRA tickets to engineering team and monitored progress
- Completed high volume ticket resolution including prompt response.
Customer Care
Insightly
11.2017 - 02.2019
- Assisted customers in Insightly program issue resolution
- Worked cross team to ensure that programming issues were addressed
- Utilized time management to ensure client responses were given in a timely and accurate manner.
Customer Success Manager
Laundry Locker
08.2016 - 09.2017
- Leads the Customer Service team serving Laundry Locker's 60,000+ clients
- Manages escalated cases and deals with customer issues professionally and empathetically
- Compiles reporting of CS metrics for company use
- Manages driver positions to ensure all pick ups and drop offs are handled efficiently
- Leads the on boarding effort for new clients to ensure correct use of Laundry Locker services.
Master Stitcher
Stitch Labs
03.2016 - 06.2016
- Communicated with clients over emails, live chat, and phone support to solve issues regarding Stitch Labs
- Maintained a high level knowledge of Stitch Labs product and services to support client questions
- Maintained a CSAT score of 2.85 and continually demonstrated passion to ensure client satisfaction
- Wrote client facing support articles to allow for offline support of Stitch Labs Customers
- Quickly learned complex SaaS product faster than training expectations including finding UI errors during training.
Associate Broker
CRC Insurance Services
08.2015 - 12.2015
- Bind policies and ensure complience and accuracy of documents
- Market out policies from retail brokers to carriers in the D&O and E&O fields
- Follow up on renewals and ensure they are handled in a timely manner
- Ensure proposals sent to be presented are the best in regards to the needs of the client.
Senior Lead Development Specialist
Demandforce
10.2013 - 06.2015
- Creates a pipeline of qualified business leads for the Demandforce product
- Sets up demos of the Demandforce product between qualified clients and Account Executives.
Account Development Representative
Demandforce
11.2014 - 05.2015
- Engage new clients and create a pipeline of prospects for demonstrations
- Assist in the full cycle of the sales process from prospect to client
- Assist in any questions fielded by prospects pre and post demonstration
- Coordinate and schedule presentations between potential clients and Senior Account Executives.
Account Executive
CUMULUS MEDIA
12.2012 - 09.2013
- Create a pipeline of new business throughout the San Francisco Bay Area and beyond through internet search and 40+ cold calls a day
- Maintain accounts and ensure customer satisfaction through integrated marketing solutions
- Account and schedule management over multiple clients in fast paced environment
- Preperation and execution of presentations to Marketing managers and business owners.
Education
Bachelor of Arts, English -
San Francisco State University
01.2012
Skills
- Online Consultancy
- Project Management
- Customer Service
- Process Management
- Research Abilities
- Deadline writing
- Policy Development
- Cold Calling
- Management
- Requirements Gathering
Certification
- Property and Casualty Broker Agent license, 06/2015, 06/2017
- Programming for beginners - AcademyX
- Workato Automation Pro I Certification - Workato, ajearw3we73p
- Workato Automation Pro II Certification - Workato, bakubncyrcnz
Timeline
Professional Services Consultant
Insightly
11.2021 - 09.2023
Jr. Professional Services Consultant
Insightly
03.2020 - 12.2021
Senior Tier 1 - Technical/Professional Services agent
Insightly
02.2019 - 03.2020
Customer Care
Insightly
11.2017 - 02.2019
Customer Success Manager
Laundry Locker
08.2016 - 09.2017
Master Stitcher
Stitch Labs
03.2016 - 06.2016
Associate Broker
CRC Insurance Services
08.2015 - 12.2015
Account Development Representative
Demandforce
11.2014 - 05.2015
Senior Lead Development Specialist
Demandforce
10.2013 - 06.2015
Account Executive
CUMULUS MEDIA
12.2012 - 09.2013
Bachelor of Arts, English -
San Francisco State University
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