Emily Sleater
Midvale,UT
Summary
Results-driven leader and problem-solver with a proven track record of streamlining operations to reduce costs and enhance organizational efficiency. Skilled in data-driven decision-making and strategic judgment to drive impactful business outcomes and contribute to company success.
Overview
11
11
years of professional experience
Work History
Sr. Director of Product Support
Podium
05.2024 - Current
- Lead six teams, including support managers and enablement, overseeing 10-15 direct reports each across the US, Colombia, and the Philippines, while managing enablement initiatives to foster team development, performance, and alignment with organizational goals.
- Collaborate with product and engineering teams to provide insights on ongoing product issues and customer feedback, driving improvements in product quality and user experience.
- Streamlined organizational structure and optimized support systems, reducing complexity and driving a 20% improvement in total resolution time for support cases.
- Established and built out a new office in Colombia, successfully hiring and ramping 8 support representatives to enhance global support operations and provide geographical redundancy.
- Partnered with the Business Applications team to overhaul support systems, implementing automated skills-based routing for support tickets, resulting in improved efficiency and a reduction of team size by 2 headcount while also improving service quality.
- Established a proactive support initiative to identify and assist at-risk phone customers, addressing ongoing product issues to enhance customer satisfaction and increase renewal likelihood.
Director of Product Support
Podium
12.2023 - 05.2024
- Transitioned BPO to an in-house team in the Philippines, ramping 40 members by August 2023, improving CSAT from 75% to 90%, and achieving $1.5M in annual savings.
- Maintained 90% CSAT by streamlining processes, enhancing training, and prioritizing customer-centric issue resolution.
- Revamped hiring using data analysis to improve candidate selection, boosting team performance and retention.
- Built a dedicated phone support team, reducing churn risk and cutting phone ticket resolution time from 10 days to 3.5 days.
- Consolidated support tools, improving SLA adherence by 10% and enhancing team productivity.
Sr. Manager of Vendor Operations
Podium
01.2022 - 12.2023
- Grew BPO vendor from a team of 8 to a team of 60 in less than 2 months
- Managed more than 50% of the support organization
- Increased productivity by 35% while simultaneously increasing CSAT from 45% to 75%
- Partnered with internal teams to mitigate vendor risk by reducing access to unnecessary systems and developing functionality in product
- Developed the onboarding program for all offshore team members
- Named Support Manager of the Year for 2022
Manager, SMB Customer Success Healthcare & Professional Services
Podium
12.2020 - 01.2022
- Improved net retention in the Healthcare and Professional Services verticals by 2% through helping the team develop expansion and deescalation strategies.
- Revamped CSM cancellation, expansion and payments playbooks.
- Worked cross functionally with CS operations, marketing, sales and product to provide the best customer experience and improve retention rates.
- Part of the customer feedback initiative that rolled up to engineering.
- Assisted in developing clear roles and responsibilities for CS to improve CSM's productivity.
- Created individual development plans for each team member to ensure their continued professional development
- Successfully managed a hybrid team of remote and in person employees including two CSMs in Australia.
Customer Success Manager
Podium
01.2020 - 12.2020
- Managed a book of over 500 SMB customers in the Home Services vertical
- Conducted regular strategy meetings with new clients and executive business reviews with key accounts
- Consistently engaged with customers to drive adoption and expansion of Podium products
- Handled customer escalations and negotiated cancellation saves
- Increased product usage by 4% during 2020
- Set and closed over 33% of expansion revenue out of 9 reps on the team
- Maintained net retention of 100.4% despite covid cancellations
Client Relationship Associate
Gartner
01.2016 - 12.2019
- Cultivated strong relationships with clients to maximize engagement and ensure customers derived full value of Gartner services.
- Collaborated with clients to align their IT business initiatives with relevant Gartner research and expertise.
- Engaged with stakeholders from C-level executives to technical teams, conducting strategic client meetings via phone.
- Partnered with Sales Executives to maintain and strengthen client relationships.
Insurance Producer-Account Manager
State Farm
03.2014 - 01.2016
- Managed and prioritized insurance policies to ensure claims and services were consistently delivered to maintain customer satisfaction with current policies
- Reviewed needs of clients and provided recommendations on policies to match the customer's individual needs and increase customer loyalty
- Listened and resolved problems for escalated customers to reduce churn and retain customers while dealing with a variety of personalities
- Quickly and professionally responded to customer inquiries and requests in person, over the phone, and in writing
Education
Bachelor of Science - Strategic Communication
University of Utah
Salt Lake City, UT01-2019
Timeline
Sr. Director of Product Support
Podium
05.2024 - Current
Director of Product Support
Podium
12.2023 - 05.2024
Sr. Manager of Vendor Operations
Podium
01.2022 - 12.2023
Manager, SMB Customer Success Healthcare & Professional Services
Podium
12.2020 - 01.2022
Customer Success Manager
Podium
01.2020 - 12.2020
Client Relationship Associate
Gartner
01.2016 - 12.2019
Insurance Producer-Account Manager
State Farm
03.2014 - 01.2016
Bachelor of Science - Strategic Communication
University of Utah