KEVIN FRENCH
Vice President Of Customer Support
Tallahassee,FL
Summary
Highly accomplished, dynamic operations and project management executive with record of success defining and leading execution of global strategies that drive customer support, satisfaction, and retention for leading service-related enterprises. Plan, design, and launch repeatable, scalable operations and processes that enhance customer experience. Leverage data-driven insights to identify issues while maintaining awareness of market and data trends to guide solutions and decisions; turn around underperformance by implementing advanced technologies, formalizing roles and expectations, and establishing training and continuing education initiatives. Build, develop, and lead cross-functional teams and establish culture of collaboration and accountability.
Overview
14
14
years of professional experience
Work History
Vice President, Customer Support
Bizzabo
03.2025 - Current
- Lead global support strategy for Event Experience OS, overseeing Tier 1, Tier 2, and R&D operations.
- Directed AI and automation integration, enhancing efficiency and CSAT.
- Designed scalable processes for complex virtual and hybrid event support.
- Managed team restructuring to optimize costs while improving service levels.
- Partnered with Product, Engineering, and Customer Success for critical incident resolution.
- Developed ticket analytics dashboards for strategic decisions.
- Improved KPIs: response time, resolution SLA, NPS.
Sr. Director, Customer Support
Bizzabo
11.2021 - 02.2025
- Created an agile working environment, enabling rapid response to seasonal changes while improving quality and performance standards.
- Brought the department CSAT from 90.3% to 98.0%, reducing churn.
- Grew strong relationships with internal partners, fostering collaboration and mutual growth opportunities.
- Developed business transformation initiatives to drive performance, profit optimization and growth opportunities.
Senior Director of Customer Support
MERCURYGATE
01.2021 - 10.2021
- Lead revision of support policies and incident management process to drive more subscriptions for transportation management company.
- Convert existing customer support model to subscription-based model.
- Establish new processes, transform teams, and promote culture of operational change.
- Convey value of restructuring to leadership.
- Manage one traditional support team and one customer sustainment team.
- Streamlined customer ticket management and improved entire client experience.
- Finalized implementation of Salesforce Service Cloud ticketing system.
- Executed customer surveys, and launched tracking system for backlogs and internal and multilayer reporting, key performance indicators (KPI), and service-level agreements (SLA).
Head of Global Customer Technical Support
ZINIER
01.2020 - 01.2021
- Built ground-up enterprise-level support organization.
- Implemented and activated all software, tooling, and automation processes.
- Drafted support policies and processes.
- Created career bands and training paths to foster and support enterprise-wide job growth.
- Cultivated tier 3 technical support team to collaborate with design and engineering.
- Wrote and published parameters for team operations, as well as plans for premier customer support.
- Originated ticket-handling process, subject matter expert programs, and root cause analysis processes.
- Automated ticketing system monitoring service and multi-language product localization for proactive 24/7/365 support and seamless global communication.
- Raised ticketing system service level agreement to 98% with tooling and automation improvements.
- Drove best practices improvements around code and product releases and testing.
- Created comprehensive career-level paths for team to grow personally and professionally.
Senior Director, Customer Technical Support
SERVICEMAX
01.2019 - 01.2020
- Led global strategic direction related to optimization and continuity of customer technical experience, support, and solutions for Fortune 500 clients spanning multiple industries.
- Maintained oversight of global support team, including 5 managers, solution architect, developer, and 5 distinct teams across customer experience and professional and partner services.
- Developed foundation and evaluated processes to define areas of improvement for customer technical support team operations.
- Built metrics dashboards to enhance interdepartmental collaboration and flow.
- Turned around new and struggling upgrade team; defined processes, restructured staff, implemented job function changes, introduced performance goals, and created results-focused culture of accountability.
Global Director, Customer Technical Support
SERVICEMAX
01.2018 - 01.2019
- Promoted to lead and oversee 32 cross-functional, geographically-dispersed staff members, including 4 managers, support staff, solution architects, and developer.
- Set global vision and led execution of strategic plan to support processes, and implemented process improvements to deliver best-in-class customer experiences.
- Conceptualized, developed, and launched Premier Support Management Program, which provided premier accounts with personal technical liaison to manage technical side of account relationship.
- Grew Premier Support Account Management team from 1 to 9 technical liaisons.
- Realized exponential 20-point increase in net promoter score (NPS) since program launch.
Director, Customer Technical Support, Americas
SERVICEMAX
01.2017 - 01.2018
- Earned role to execute corporate vision.
- Collaborated with executive leaders to set and design strategies to achieve global team goals during 2017 GE Digital acquisition.
- Introduced and adjusted processes, including post-mortem, priority 1 (P1), and escalation processes to achieve increased customer satisfaction and retention rates.
- Empowered, developed, and led top-performing team while promoting collaborative and individual growth and productivity.
- Drove customer satisfaction score (CSAT) up 13%.
- Helped develop training curriculum and materials to improve training experience and provide deeper product knowledge to support engineers; restructured team to improve information and feedback cycle.
- Maintained customer support team attrition rate below 7%, significantly lower than industry average.
US Support Manager - Application Support
ENGINE YARD
01.2015 - 12.2015
- Assumed increasing accountability to develop and streamline operational processes for US and international teams.
- Oversaw 10 direct reports and partnered with executive management to build and implement team development and succession programs.
- Shifted silo-based, undefined environment to knowledge sharing, collaborative culture of accountability for results; realized increased morale and employee retention rate.
- Recognized by Forbes Magazine for customer satisfaction in January 2015 article, 'Transparency and Crowdsourcing are Reshaping Customer Support.'
US Team Lead East - Application Support
ENGINE YARD
01.2013 - 01.2015
- Developed and strengthened application support engineers into cohesive US East team.
- Paired internal resources with customer service; leveraged operational expertise to develop and enhance internal processes, metrics, and documentation to assist global support team.
- Created and implemented new training procedures.
- Led turnaround of underperforming US East team.
- Defined processes, developed and introduced structure and best practices, set formalized expectations and objectives, and established metrics to measure success and performance.
- Served as leader, mentor, and coach to energize and motivate disengaged team members.
Customer Success Manager
ENGINE YARD
01.2012 - 01.2013
Skills
● Stakeholder Collaboration
● Analytical & Critical Thinking
● Operational Planning & Oversight
● Customer Experience Design & Execution
● Continuous Process Improvements
● Talent Recruitment & Development
● Global Customer Experience Expertise
● Creative & Multi-Faceted Problem Solving
Websites
Certifications And Awards
- ServiceMax Certified Administrator
- Impact Award, ServiceMax from GE Digital
- Critical Talent Award, GE Digital
- Top 40 Performers Award, ServiceMax from GE Digital
Timeline
Vice President, Customer Support
Bizzabo
03.2025 - Current
Sr. Director, Customer Support
Bizzabo
11.2021 - 02.2025
Senior Director of Customer Support
MERCURYGATE
01.2021 - 10.2021
Head of Global Customer Technical Support
ZINIER
01.2020 - 01.2021
Senior Director, Customer Technical Support
SERVICEMAX
01.2019 - 01.2020
Global Director, Customer Technical Support
SERVICEMAX
01.2018 - 01.2019
Director, Customer Technical Support, Americas
SERVICEMAX
01.2017 - 01.2018
US Support Manager - Application Support
ENGINE YARD
01.2015 - 12.2015
US Team Lead East - Application Support
ENGINE YARD
01.2013 - 01.2015
Customer Success Manager
ENGINE YARD
01.2012 - 01.2013
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