AMY LEVENHAGEN
SaaS (Cloud based) Professional
Summerville,SC
Summary
SaaS-y = Strategic, Analytical and Self-motivated, Year-round | More than 12 years in software development industry for the hourly workforce | Excellent verbal and written communication skills | Understand the urgency and delicacy of new product implementations and integrations | Compassionate to the needs of customers and knowledge to offer first-class support with a focus on retention | Thrive in meeting new people and innovative surroundings
Overview
10
10
years of professional experience
Work History
Technical Account Manager
Fourth Enterprises LLC
10.2021 - 01.2023
- Worked with the Sales organization, partnered with the Customer Success Team to bring a technical contact to our largest Enterprise accounts.
- (3.9M ARR)
- Developed and executed strategic solutions to customer industry needs
- Pulled and organized all data through backend database reporting for quarterly business reviews with our stakeholders.
- Provided technical troubleshooting and problem solving for clients with my expertise of the products
Senior Customer Support Lead/Technical Account Manager
Snagajob
06.2016 - 10.2021
- Operate as the liaison between Support, Product and Engineering on bug prioritization and product enhancements.
- Work closely with the Customer Success Department to assist with product knowledge, customer concerns and creative suggestions to help assist specific customer needs.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Located any process gaps and work to create procedures that are advantageous to the departments as needed.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Senior Customer Experience Manager
PeopleMatter
10.2014 - 06.2016
- Prioritized escalations and bugs from the Customer Support Team needing assistance by the Engineering team.
- Demonstrated products to existing customers via weekly webinars to improve adoption.
- Worked directly with Product, Design and Engineering leaders to express the needs and concerns of customers.
- Resolved problems with high-profile customers to maintain relationships and increase retention.
Customer Support Specialist
PeopleMatter
02.2013 - 10.2014
- Provided primary customer support to internal and external customers.
- Managed the troubleshooting aspect of a complex issue prior to escalation.
- Solely handled the Customer Support evening hours of 2:30PM – 11:30 PM ET to accommodate the West Coast clientele.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Human Resource Coordinator
PeopleMatter
09.2012 - 02.2013
- Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
- Maintained human resources information system and kept employee files up to date and accurate.
- Managed the interview process from initial phone interviews to onsite agenda.
- Company event planning and facilitator.
Education
AAS - Business Administration, Business Computer Systems
5.2011
Skills
- Microsoft Outlook, Google G Suite, Salesforce, Zendesk, SQL, Jira, TFS, Rally, Excel
- Reporting/Data Analysis
- Document Organization
- Operations Improvement
- Strong Technical Acumen
Timeline
Technical Account Manager - Fourth Enterprises LLC
10.2021 - 01.2023
Senior Customer Support Lead/Technical Account Manager - Snagajob
06.2016 - 10.2021
Senior Customer Experience Manager - PeopleMatter
10.2014 - 06.2016
Customer Support Specialist - PeopleMatter
02.2013 - 10.2014
Human Resource Coordinator - PeopleMatter
09.2012 - 02.2013
TRIDENT TECHNICAL COLLEGE - AAS, Business Administration, Business Computer Systems