Joseph Carpenter
Joplin,MO
Summary
Accomplished Customer Success Manager with over 16 years of experience at SchoolMessenger, dedicated to enhancing customer experiences, leading Implementation teams, spearheading complex projects, and fostering collaborative environments. Skilled in driving initiatives that improve customer satisfaction and operational efficiency.
Overview
17
17
years of professional experience
Work History
Senior Critical Accounts Escalation Manager
PowerSchool (SchoolMessenger)
02.2024 - Current
- Elevated customer satisfaction by swiftly resolving disputes, fostering transparent communication, and ensuring consistently delivered top-tier service.
- Successfully met departmental objectives by crafting and implementing strategic plans and comprehensive department playbooks.
- Facilitated conflict resolution among staff by attentively addressing concerns and negotiating mutually beneficial solutions.
Customer Success Manager
SchoolMessenger
02.2022 - 02.2024
- Delivered premium, white-glove service to the largest and most strategic customers in the K12 sector, ensuring their success and satisfaction.
- Led internal initiatives to streamline communication processes for product releases and bug fixes, significantly enhancing customer experience and engagement.
- Championed complex, cross-departmental projects that fell outside the standard scope, driving innovative solutions and exceeding customer expectations.
Implementation Supervisor
SchoolMessenger
12.2018 - 02.2022
- Managed high-performing team of 14 professionals in deploying a comprehensive product portfolio, including notifications, custom mobile apps, websites, and safety suite for K12 schools.
- Drove cross-functional collaboration to ensure seamless product implementations and a superior customer experience.
- Streamlined end-to-end deployment processes, reducing timelines by 20% while maintaining top-tier quality and client satisfaction.
Application Specialist
SchoolMessenger
06.2009 - 12.2018
- Led planning and management for multiple high-stakes implementation projects, ensuring timely and successful product integrations.
- Integrated SchoolMessenger solutions with various information systems, including student, staff/HR, transportation, and food service systems.
- Developed custom scripts in PHP, SQL, Bash, HTML, and other languages, addressing unique customer needs and enhancing system functionality.
Support Services Engineer
SchoolMessenger
07.2007 - 06.2009
- Provided expert customer support across all EdTech solutions, ensuring quick and effective issue resolution
- Troubleshot and resolved a wide range of technical issues, maintaining a high level of professionalism and customer satisfaction.
Education
High School Diploma -
Diamond High School
Diamond, MO05.2007
Skills
- PHP
- SQL
- Bash
- HTML
- Microsoft Office Suite
- SaaS proficiency
- Collaboration
- Communication
- Customer Service
- Attention to Detail
- Adaptability
- Project Management
- Critical Thinking
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
Timeline
Senior Critical Accounts Escalation Manager
PowerSchool (SchoolMessenger)
02.2024 - Current
Customer Success Manager
SchoolMessenger
02.2022 - 02.2024
Implementation Supervisor
SchoolMessenger
12.2018 - 02.2022
Application Specialist
SchoolMessenger
06.2009 - 12.2018
Support Services Engineer
SchoolMessenger
07.2007 - 06.2009
High School Diploma -
Diamond High School
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