Ethan Manley
Boerne,TX
Summary
Experienced Customer Success Leader with a proven 17-year history of enhancing global customer support operations. Valued for a collaborative approach to leadership and talent for motivating teams to excel, I've led initiatives that significantly improved support functions in line with company goals, consistently surpassing performance targets and fostering business success. Acknowledged for strategic planning abilities, process optimization, and guiding teams with a forward-thinking vision. Skilled at promoting cooperation across departments, I've successfully worked with leadership and diverse teams to achieve shared goals and maintain operational efficiency.
Overview
17
17
years of professional experience
Work History
Vice President of Global Customer Support Level 2
Vizrt
11.2022 - 12.2023
- Spearheaded development and execution of transformative vision for Global Customer Support, surpassing delivery targets for four consecutive quarters and driving customer-centric culture, resulting in increase of customer retention rates (+25%).
- Implemented innovative strategies including comprehensive ticketing system and regular customer feedback sessions, resulting in streamlined processes and 30% reduction in average ticket resolution time, while also driving remarkable 15% increase in customer satisfaction ratings.
Vice President of Global Customer Support and Professional Services
Vizrt
06.2022 - 11.2022
- Directed departmental operations to achieve notable 71% decrease in average first response time, while fostering cross-functional collaboration channels between support, sales, and product development teams to enhance communication and alignment on customer needs and product roadmap priorities.
- Elevated customer experience through personalized support strategies, achieving remarkable 40% decrease in resolution rates and notable 25% increase in customer CSAT scores.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
Director of Global Technical Support, Specialization & Incident Management
ActiveCampaign
09.2021 - 05.2022
- Implemented proactive monitoring system, reducing critical incidents by 20%, resulting in 17% decrease in escalation rates and more efficient handling of complex issues
- Led implementation of technical support specialization teams, enhancing expertise and efficiency in resolving complex customer issues, resulting in remarkable 30% decrease in escalations.
Director of Global Customer Support
Vibe HCM
08.2020 - 09.2021
- Executed post-sale support initiatives for four teams, achieving 50% reduction in ticket backlog while implementing tailored customer satisfaction enhancements
- Partnered with product management to prioritize customer-requested features, driving 25% surge in product usage and adoption while achieving 20% boost in overall customer satisfaction scores through regular surveys and targeted improvements.
Manager of Global Customer Support
Vibe HCM
09.2019 - 07.2020
- Led high-performing team, reducing ticket backlog by impressive 27% and resolution time by 33%
- Drove cross-functional process improvement projects, resulting in notable 30% reduction in support costs and significant increase in support team productivity.
Global Director of Technical Support
Convoso
06.2019 - 09.2019
- Spearheaded comprehensive reorganization of global support teams, establishing three-tiered structure that significantly improved resolution time by 35%, reduced ticket backlog by 29%, and boosted CSAT scores by 18%
- Implemented and optimized streamlined support onboarding process resulting in remarkable reduction of learning time by three months, fostering quicker integration and proficiency among new team members.
Director of Technical Support
ZED Connect
03.2018 - 01.2019
- Developed KPIs, managed escalated customer issue resolution, and instituted dynamic training program
- Implemented customer success management program, resulting in impressive 25% reduction in customer churn rate.
Manager of Technical Support
ZED Connect
11.2016 - 03.2018
- Established Tech Support Department from inception
- Led cross-functional initiatives to improve product documentation and training materials, resulting in 34% decrease in support escalations due to misunderstandings or lack of information.
Education
Bachelor of Science - Business Management
University of Phoenix
San Francisco, CA08.2016
Skills
- Team Leadership and Development
- Cross-Functional Collaboration
- Technology Integration & Innovation
- Global Operations Management
- Performance Analytics & Data-
- Customer Experience Enhancement
- Crisis Management and Problem Solving
- Customer Advocacy
- Employee Motivation and Performance
- Management Team Leadership
- Expectation Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork from home optionStock Options / Equity / Profit SharingCareer advancement401k matchTimeline
Vice President of Global Customer Support Level 2
Vizrt
11.2022 - 12.2023
Vice President of Global Customer Support and Professional Services
Vizrt
06.2022 - 11.2022
Director of Global Technical Support, Specialization & Incident Management
ActiveCampaign
09.2021 - 05.2022
Director of Global Customer Support
Vibe HCM
08.2020 - 09.2021
Manager of Global Customer Support
Vibe HCM
09.2019 - 07.2020
Global Director of Technical Support
Convoso
06.2019 - 09.2019
Director of Technical Support
ZED Connect
03.2018 - 01.2019
Manager of Technical Support
ZED Connect
11.2016 - 03.2018
Bachelor of Science - Business Management
University of Phoenix
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