Patrick Bivona
Richmond,IL
Summary
Client Support Director with 10+ years of experience building and scaling high-performing support teams in SaaS and fast-growth environments. Expertise in reducing ticket volume, improving CSAT, and implementing self-service strategies through knowledge base development and process optimization. Proven ability to lead teams, streamline operations, and deliver exceptional customer experiences while driving retention and operational efficiency.
Overview
16
16
years of professional experience
Work History
Client Support Director
Adoreal
09.2025 - Current
- Created a global client support team from the ground up
- Decreased ticket volume 33% with the implementation of Knowledge Base Articles and videos
- Held weekly cross team meetings to keep alignments and customer inquires filled
- Developed training programs for staff to improve product knowledge and service delivery
- Implemented feedback systems to gather insights and drive continuous improvement in service processes
- Streamlined communication between departments to ensure timely resolution of customer inquiries
Customer Service Manager
EVPassport
03.2024 - 09.2025
- Lead customer support strategy and operations for a growing EV SaaS platform
- Increased platform adoption by 35% through improved onboarding and support processes
- Achieved 115% net revenue retention by aligning support with customer needs and proactive engagement
- Implemented account health monitoring and support workflows to reduce churn risk
- Partner with Product and Engineering to resolve issues and improve user experience
- Conduct quarterly reviews and service check-ins to ensure customer satisfaction
Client Support Manager
PatientTrak
03.2020 - 03.2024
- Built and led Customer Support and Success teams in a fast-growing healthcare SaaS environment
- Reduced support tickets by 35% through knowledge base implementation and self-service resources
- Developed SOPs and scalable support workflows to improve response time and efficiency
- Led onboarding and support operations, ensuring seamless customer experience from implementation onward
- Drove a 21% increase in revenue through improved customer engagement and retention
- Acted as escalation point for complex customer issues across multiple channels
Customer Service Manager
Omnigo Software
08.2017 - 03.2020
- Managed and mentored a team of Customer Support Specialists and CSMs
- Achieved 95%+ CSAT by implementing structured onboarding and proactive support outreach
- Reduced support volume by 54% through creation of detailed knowledge base content and tutorials
- Improved contract value by 25% through customer education and service optimization
- Designed scalable onboarding and support frameworks to support company growth
Customer Support Manager
TriSept Solutions
08.2016 - 08.2017
- Managed 30+ high-priority customer accounts with a focus on support, retention, and satisfaction
- Developed customer support processes and feedback loops to improve service delivery
- Conducted regular business reviews and support check-ins with key stakeholders
- Collaborated cross-functionally to improve onboarding and issue resolution workflows
Customer Support Specialist
My Life! My Plan!
01.2010 - 08.2016
- Created the Customer Service/Success Department from the ground up
- Delivered onboarding, training, and ongoing support for educational technology solutions
- Created customer-facing resources and training materials
- Built long-term client relationships to drive retention and satisfaction
- Decreased ticket volume 27% with the proactive release of customer articles
Education
Bachelor of Science -
University of Wisconsin – Milwaukee
Milwaukee, WISkills
- Zendesk, Salesforce, Jira, Freshdesk
- Wrike
- Google Workspace, MS Office
- Slack
- HTML
- Claude, Chat GPT
Accomplishments
- Reduced support ticket volume by up to 54% through self-service initiatives
- Consistently maintained 95%+ CSAT scores
- Built and scaled multiple customer support teams
- Improved onboarding and support processes across multiple SaaS organizations
Core Competencies
- Customer Support Team Leadership
- Ticket Reduction & Workflow Optimization
- Knowledge Base & Self-Service Strategy
- SOP Development & Process Improvement
- CSAT, NPS & KPI Management
- Cross-Functional Collaboration
- CRM & Help Desk Systems (Zendesk, Salesforce, Jira)
- Training, Coaching & QA Programs
- Voice of Customer (VoC) Programs
- AI & Automation in Support
Timeline
Client Support Director
Adoreal
09.2025 - Current
Customer Service Manager
EVPassport
03.2024 - 09.2025
Client Support Manager
PatientTrak
03.2020 - 03.2024
Customer Service Manager
Omnigo Software
08.2017 - 03.2020
Customer Support Manager
TriSept Solutions
08.2016 - 08.2017
Customer Support Specialist
My Life! My Plan!
01.2010 - 08.2016
Bachelor of Science -
University of Wisconsin – Milwaukee