Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Chris Opatrny

Chris Opatrny

Medina

Summary

Results-driven executive with extensive experience leading Product Management, Client Services and Customer Success teams across global organizations. Proven track record in developing and executing strategies that drive product innovation, enhance customer experience, and optimize operational efficiency. Skilled in process automation, cross-functional collaboration, and operational scaling to improve service delivery. Strong leadership in driving team performance, managing escalations, and implementing data-driven decision-making to achieve business goals.Adept at leading transformations, streamlining workflows, and fostering a culture of accountability, and excellence..

Overview

11
11
years of professional experience

Work History

Senior Director, Product Innovation

MRI Software
Cleveland
01.2024 - Current
  • Oversee Product Management, Development, DevOps, and QA for the @Work and Occupier divisions, ensuring alignment with business goals.
  • Drive product strategy, innovation, and roadmap execution while collaborating with executive leadership and cross-functional teams.
  • Lead and mentor teams across Product, Engineering, and QA, fostering a culture of innovation, accountability, and continuous improvement.
  • Optimize development and release processes, ensuring efficient workflows, high-quality software, and strong DevOps practices.
  • Collaborate with Sales, Marketing, and Customer Success to enhance product adoption and customer satisfaction.
  • Analyze product performance and feedback to drive data-driven decision-making and continuous improvement.

Vice President of Client Services

Smokeball - Legal Software
Chicago
11.2022 - 01.2024
  • Led Support, Training, Legal Configuration, and Onboarding teams, managing cross-functional, geographically distributed teams to deliver critical client services.
  • Developed and implemented strategic initiatives to enhance Client Services, optimizing both short-term operations and long-term improvements.
  • Integrated AI into Onboarding and Support, improving efficiency, response times, and overall client experience.
  • Collaborated with Client Success, Sales, Marketing, and Product teams to resolve client issues and streamline processes.
  • Acted as the highest point of escalation for complex client service-related matters, ensuring swift and effective resolution.
  • Analyzed and reported key Client Services metrics (team utilization, service cost, response time, client satisfaction) while coaching and mentoring high-performing managers and directors.

Head of Customer Experience

Ithos Global
Troy
07.2022 - 11.2022
  • Served as the executive leader overseeing global Customer Experience teams, including Implementation, Support, Customer Success, Regulatory Affairs, and Professional Services.
  • Developed strategy and vision to drive growth, efficiency, and excellence across all client-facing teams.
  • Introduced new tools and processes to scale operations and enhance customer engagement.
  • Designed and structured Customer Experience teams while aligning key stakeholders for seamless service delivery.
  • Built a culture of accountability, focusing on customer retention, growth, and proactive success strategies.
  • Established key customer success metrics and at-risk indicators, ensuring data-driven decision-making and continuous improvement.

Director, North America Occupier Customer Support and Services

MRI Software
Solon
04.2020 - 07.2022
  • Led Customer Support, Implementation and Professional Services teams ensuring seamless service delivery and client satisfaction.
  • Developed and implemented the Customer Service methodology for an acquired organization, driving a smooth transition.
  • Oversaw project assignments and Statement of Work (SOW) creation, ensuring efficient resource allocation and execution.
  • Served as the primary escalation point for client cases and enhancement requests, ensuring swift resolution.
  • Managed team performance, coaching, and career development, fostering a high-performing and growth-oriented culture.
  • Collaborated with executive leadership on revenue, forecasting, and strategic planning to drive business success.

Customer Support Manager

EmployStream
Cleveland
08.2018 - 04.2020
  • Established and led the Customer Support department, developing processes and best practices from the ground up.
  • Served as the primary point of contact for customer issues, escalations, and enhancement requests.
  • Successfully supported over 150 organizations, ensuring seamless resolution of day-to-day platform issues.
  • Implemented process improvements that reduced support response times by nearly 200%, enhancing customer satisfaction.
  • Developed and optimized support procedures, improving efficiency and scalability as the company grew.
  • Collaborated with cross-functional teams to align support initiatives with product development and customer success strategies.

Solution Engineer - Workday

Hyland
Westlake
01.2018 - 08.2018
  • Served as the Security Administrator for Workday, assisting in the design of integrations and business applications for internal users.
  • Tested and optimized Workday performance, identifying and resolving application issues to ensure seamless functionality.
  • Contributed to project planning, estimating work effort, and defining timelines for internal business application projects.
  • Identified enhancements and defects, working with third-party vendors to resolve system issues efficiently.
  • Designed and updated BIRT template forms within Workday Studio and created reports to support Accounting, A/P, A/R, Finance, Sourcing, and Tax teams.
  • Provided additional support and integration assistance within Salesforce and Avalara Automated Tax Software, including CertCapture.

Support Engineer

Oracle
Beachwood
05.2014 - 04.2017
  • Provided technical support for the Oracle Field Service Cloud (OFSC) application, assisting over 80 organizations in a team-based environment.
  • Resolved an average of 25+ technical issues daily, ensuring timely and effective solutions for customer requests.
  • Utilized Mantis and Zendesk ticketing systems to track, analyze, and resolve customer inquiries ranging from simple to complex.
  • Diagnosed and troubleshot application issues, collaborating with internal teams and customers to optimize performance.
  • Documented and improved support processes, enhancing efficiency and knowledge sharing within the team.
  • Engaged with customers to provide proactive support, ensuring a high level of service and satisfaction.

Education

MBA - Business Administration

Lake Erie College
Painesville, Ohio
12.2015

Bachelor of Science - Management Information Systems

Thiel College
Greenville, Pennsylvania
06.2013

Skills

  • Leadership & Team Management
  • Product & Client Services Strategy
  • Process Optimization & Automation
  • Project & Product Management
  • Customer Success & Support
  • AI & Technology Solutioning
  • Workday & Salesforce Administration
  • Data Analysis & Reporting
  • Cross-Functional Collaboration
  • Escalation & Issue Resolution

Languages

English, Fluent

Timeline

Senior Director, Product Innovation

MRI Software
01.2024 - Current

Vice President of Client Services

Smokeball - Legal Software
11.2022 - 01.2024

Head of Customer Experience

Ithos Global
07.2022 - 11.2022

Director, North America Occupier Customer Support and Services

MRI Software
04.2020 - 07.2022

Customer Support Manager

EmployStream
08.2018 - 04.2020

Solution Engineer - Workday

Hyland
01.2018 - 08.2018

Support Engineer

Oracle
05.2014 - 04.2017

MBA - Business Administration

Lake Erie College

Bachelor of Science - Management Information Systems

Thiel College

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Chris Opatrny