Summary
Overview
Work History
Education
Skills
Timeline
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Michael Campbell

Kernersville,NC

Summary

Experienced professional skilled in collaborating with internal and external groups to drive successful adoption of SaaS lead management systems and CRMs. Proven track record in building and expanding relationships with enterprise clients through seamless integration with their teams and delivering comprehensive support.

Overview

18
18
years of professional experience

Work History

Director, Technical Support

Cygnus Education
07.2022 - Current
  • Utilized LMS system expertise to guide product and engineering teams in implementing vital features
  • Oversee enterprise client success and support for the VEGA lead management system
  • Engage in effective communication with various stakeholders to ensure accurate understanding of feature requests, resulting in streamlined timelines
  • Developed efficient support ticketing processes in Help Scout
  • Responsible for maintaining and creating Help Scout Docs sites, producing user-friendly guides for VEGA users

Technical Services and Support Manager

Lupl
02.2022 - 06.2022
  • Developed and implemented streamlined support ticketing workflows using Zendesk
  • Managed intake and prioritization of client requests
  • Established diverse support channels for better customer assistance
  • Achieved efficient bug escalation and resolution across departments

Account Director - Sparkroom Software

Digital Media Solutions
11.2006 - 01.2022
  • Conducted product demonstrations of the Sparkroom lead management system to potential clients, providing informative answers to their inquiries and alleviating any concerns
  • Trained and mentored support team members to effectively utilize best practices in client communications and technical approach, resulting in the achievement of performance goals
  • Effectively manage and execute new client implementations, ensuring a smooth transition from start to finish
  • Partnered with leaders from Product and Dev teams to streamline implementation of new features, client requests, bug resolutions, and releases
  • Enhanced support team efficiency through thorough understanding and documentation of new integration procedures
  • Crafted instructional materials on platform features, empowering internal agency and external Clients to independently utilize the system
  • Managed and supported own client portfolio along with overseeing management of all other Sparkroom clients

Education

Bachelor of Arts - Public Relations

Hofstra University
Hempstead, NY
05.2004

Skills

  • Team Leadership
  • Team Training and Development
  • Client Relationship Building/Retention
  • Client Support Tools (Zendesk/Help Scout)
  • Project Coordination
  • Technical Support
  • Verbal and Written Communication
  • Troubleshooting and Issue Resolution

Timeline

Director, Technical Support

Cygnus Education
07.2022 - Current

Technical Services and Support Manager

Lupl
02.2022 - 06.2022

Account Director - Sparkroom Software

Digital Media Solutions
11.2006 - 01.2022

Bachelor of Arts - Public Relations

Hofstra University

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Michael Campbell