Ashley Green
Superior,CO
Summary
Skilled and innovative customer support leader with over 20 years of experience leading multi-site teams. Strong track record of developing and implementing innovative strategies to optimize organizational effectiveness and enhance customer experience. Extensive background in engineering, support, success, and sales, enabling effective collaboration with all groups to deliver exceptional customer outcomes, resulting in high renewal rates and account growth. Proficient in utilizing CRMs like Salesforce and HubSpot to develop insightful metrics for tracking and predicting team effectiveness and customer experience. Consistently leveraging this information to scale support operations and identify opportunities for improving the customer journey to drive renewals. Committed to personal growth, successfully mentoring and promoting team members to support their own career advancement.
Overview
13
13
years of professional experience
Work History
DIRECTOR OF CUSTOMER SUPPORT
Copper Labs
01.2021 - 07.2024
- Selected and configured CRMs (HubSpot and Salesforce) to optimize support operations
- Created automations to generate responses to customer questions mitigating the need for additional staff
- Researched the patterns of user issues to help engineering evolve the behavior of Copper's applications and services
- Developed content to onboard and train users unfamiliar with Copper technology
DIRECTOR OF CUSTOMER SUPPORT
Greenhouse Software
04.2019 - 04.2020
- Led a support organization with 3 sites and a European BPO partner
- Grew the support organization from 12 to 27 members including onboarding 3 new managers
- Updated the customer support survey process, dramatically improving the quality of the data and resulting in a 50% increase in responses
- Implemented a NPS process resulting in actionable intelligence specifically relating to customer needs
- Redesigned the target metrics for the customer support team based on NPS and CSat data leading to a 5% improvement in customer satisfaction
DIRECTOR OF CUSTOMER CARE
Granicus
01.2015 - 12.2018
- Led the organization responsible for Customer Care, Technical Support, and Customer Success
- Grew org from a single domestic team to 4 sites
- Set up a tiering model improving both responsiveness and throughput for Customer Care
- Modified the customer support survey (TBS/NPS) process resulting in a 4X increase in responses
- Rewrote the target metrics for the customer care team based on NPS and CSAT data leading to an 8% improvement in satisfaction and a 15-point improvement in our NPS score
- Started the Customer Success Team and designed its operational processes
DIRECTOR OF EDUCATION AND COMMUNITY OPERATIONS
AppExtremes dba Conga
09.2011 - 09.2014
- Led the team responsible for knowledge base development, internal training, webinars, documentation and Conga University
- Implemented the Knowledge base responsible for a 50% drop in support case growth
- Implemented a webinar series to provide advanced training to customers and prospects, lessening the burden on Business Analysts
- Started Conga University to provide paid training options
- Implemented automated surveys to track and improve customer satisfaction
Education
Master of Arts - HISTORY
University of Colorado
Boulder, CO1994
Bachelor of Science - COMPUTER SCIENCE
California Polytechnic State University
San Luis Obispo1984
Skills
- CRM implementation and configuration
- Technical Sales
- Customer Success
- Customer Training
- Support Management
- SLA Design and Management
- Process Improvement
- Complaint resolution
- Team building
- Hiring and onboarding
- Strategic planning
Timeline
DIRECTOR OF CUSTOMER SUPPORT
Copper Labs
01.2021 - 07.2024
DIRECTOR OF CUSTOMER SUPPORT
Greenhouse Software
04.2019 - 04.2020
DIRECTOR OF CUSTOMER CARE
Granicus
01.2015 - 12.2018
DIRECTOR OF EDUCATION AND COMMUNITY OPERATIONS
AppExtremes dba Conga
09.2011 - 09.2014
Master of Arts - HISTORY
University of Colorado
Bachelor of Science - COMPUTER SCIENCE
California Polytechnic State University
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