Brett Behrens
Omaha,NE
Summary
Dynamic leader with extensive experience at LinkedIn, driving global support operations for enterprise accounts. Expert in escalation management and process optimization, achieving high customer satisfaction and retention. Proven ability to mentor teams and enhance performance metrics, leveraging Salesforce and cross-functional collaboration to deliver impactful results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager III, Customer Support, Strategic and Enterprise
LinkedIn
Omaha, Nebraska
09.2017 - Current
- Provide leadership for global teams supporting LinkedIn’s largest and most complex enterprise and public sector customers across Hiring and Learning solutions.
- Own operational health, customer outcomes, and executive-level escalations for high-impact strategic accounts.
- Directed escalation activities, collaborating with Sales, Technical Account Management, Product, and Engineering to resolve critical issues and maintain renewals.
- Led and developed front-line and senior individual contributors, ensuring consistent performance across SLA, time-to-resolution, issue resolution, escalation accuracy, and customer satisfaction metrics.
- Design and execute scalable support operating models balancing named and pooled support with global coverage.
- Drove continuous improvement through KPI analysis and root-cause reviews, enhancing operational cadences to reduce backlog and improve predictability.
- Lead global process and tooling initiatives, including Salesforce to Dynamics 365 CRM migration, maintaining strong SLA performance during transition.
- Built leadership bench through coaching and succession planning, resulting in multiple team member promotions to senior and customer success roles.
Customer Support Specialist, Global and Strategic Accounts
LinkedIn
Omaha, Nebraska
09.2012 - 09.2017
- Served as dedicated support partner for global and strategic enterprise customers, delivering consultative technical support to drive outcomes.
- Managed named book of business, achieving strong SLA compliance and high customer satisfaction through proactive case management.
- Conducted discovery sessions to align LinkedIn solutions with customer workflows and business objectives, enhancing solution relevance.
- Presented account insights and recommendations to stakeholders to support retention and expansion.
- Mentored new hires and peers, contributing to onboarding quality and team performance.
Marketing Solutions Account Manager
CSG International
Omaha, Nebraska
07.2011 - 08.2012
- Managed complex client accounts and multiple concurrent campaigns, coordinating cross-functional teams to consistently meet strict delivery timelines.
- Acted as primary client contact, resolving issues and enhancing customer satisfaction and retention.
- Managed client relationships to ensure satisfaction and retention.
- Developed strategic plans to align services with client needs.
- Coordinated project timelines and deliverables for various accounts.
Account Executive
TSYS
Omaha, Nebraska
05.2008 - 07.2011
- Managed full sales cycle for merchant accounts, consistently achieving revenue targets through consultative selling.
- Managed client relationships to ensure satisfaction and retention.
- Collaborated with cross-functional teams to develop tailored solutions for clients.
- Collaborated with technical and operations teams to facilitate seamless onboarding and maintain high client satisfaction.
- Conducted market research to identify new business opportunities and trends.
Education
Master of Science - Organizational Leadership
Creighton University
Omaha, NE05-2020
Bachelor of Arts - Multi-Interdisciplinary Studies, Communication Studies
University of Nebraska At Omaha
Omaha, NE05-2018
Skills
Global Support Operations
- Escalation management
- SLA and KPI Ownership
- Support and Operations Metrics
- Process and Tooling Optimization
- Salesforce
- Dynamics 365
- AI and Automation for Support Operations
- Change management
- Customer retention
- Cross-Functional Leadership
- Leadership development
- Account support
Certification
- Generative AI for Business Transformation, Purdue University Online
- BT GenAI Tech Stack Certification, Simplilearn
Technology And Tools
- Salesforce
- Dynamics 365
- Support and Operations Metrics
- Executive Dashboards
- AI and Automation for Support Operations
Core Leadership Strengths
- Global Support Operations
- Enterprise and Strategic Account Support
- Escalation Management and Risk Mitigation
- Manager and Leader Development
- SLA and KPI Ownership
- Process and Tooling Optimization
- Cross-Functional Leadership
- Customer Retention and Expansion Support
- Change Management and Scaling Teams
Timeline
Manager III, Customer Support, Strategic and Enterprise
LinkedIn
09.2017 - Current
Customer Support Specialist, Global and Strategic Accounts
LinkedIn
09.2012 - 09.2017
Marketing Solutions Account Manager
CSG International
07.2011 - 08.2012
Account Executive
TSYS
05.2008 - 07.2011
Master of Science - Organizational Leadership
Creighton University
Bachelor of Arts - Multi-Interdisciplinary Studies, Communication Studies
University of Nebraska At Omaha