Paul Filius
Bremerton,WA
Summary
IT Operations and Customer Success Leader
Seasoned professional with extensive experience in customer support management, known for driving impactful solutions and fostering team cohesion. Possesses strong focus on achieving measurable results and maintaining high standards. Recognized for adaptability and reliability in dynamic environments, with key skills in conflict resolution and leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Lead
HG Insights
11.2023 - Current
- Created an end-to-end process to field customer inquiries by utilizing Zendesk and official internal support channels
- Introduced a dedicated product issue management platform, eliminating reliance on Slack for issue tracking
- Decreased the average handle time of tickets to under 48hrs by implementing AI, and knowledge base articles for customers
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.
Customer Success Manager
HG Insights
10.2021 - Current
- Renewed an 18 client book of business worth over $4m in ARR
- Averaged a net retention KPI of 109%, and an average growth KPI of 10% year over year
- Achievement of CSM of the Month October 2023 by securing the highest Q3 Renewals, and over 25 G2 Reviews
- Team Lead for the mid-market CSM team with 5 direct reports
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Founded the Extralife Gaming Marathon Team (which we now do every year).
Technical Account Manager
Tech Heads LLC
04.2021 - 10.2021
- Managed 8 High-touch accounts worth a total of $1.9m ARR
- Implemented a new quarterly business review process to gain insight on client satisfaction and generate project revenue
- Reconfigured the IT Asset Management software to include 100% of client IT equipment
- Managed the Technical Sales team; 5 TAMs, and 2 Sales admins
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
Account Executive
Allstream Inc
02.2021 - 04.2021
- Prospected for New Logo and Expansion Sales, with a $5k/mo Quota
- Accelerated through the ramp period, and hit 112% of quota over a period of three months
Customer Account Manager
Portland Internetworks
09.2018 - 01.2021
- Directed comprehensive IT support for 22 Regional and National Clients, acting as the primary contact for all technical inquiries, troubleshooting, and issue resolution, resulting in a 25% increase in client satisfaction scores
- Retained over $2.9 million in renewal contracts year over year
- Secured a monthly Hardware and Project Revenue quota of $75,000 to $250,000 for over 2.5 years
- Managed the Account Management Team; 3 TAMs, 2 AEs, and 1 Sales Admin
- Worked closely with the Project Management team to ensure the timely delivery of projects.
- Created a proactive customer outreach program, which led to a 25% rise in CSAT scores.
Technical Account Manager
Pacific Office Automation
02.2017 - 09.2018
- Managed a book of 15 IT Service Accounts worth $1.2M ARR and acted as the single point of contact for IT Support
- Achieved a Monthly Hardware/Project Revenue target of $50,000 to $90,000
- Increased the close ratio of IT service contract sales by 50% by providing subject matter expertise
- Team leader of the Beaverton branch TAM Team; two direct reports
IT Infrastructure Project Manager
Kaiser Permanente
11.2016 - 01.2017
- Management of delivered 5 Capital Projects, and 5 Move-Remodel Projects
- Safely maintained an operating budget of $1m to $5m per project
- Facilitated delivery of project tasks with 100% accuracy and timeliness
Technical Account Manager
Pavelcomm
11.2014 - 06.2016
- Development of 7 IT Service Clients for a total of $660k ARR
- Reduced the amount of lingering tickets from 340 to zero, by strategically engaging clients users
- Increased overall satisfaction of accounts by 42% by implementing QBRs with technical road maps
- Technology Representative for DePaul Treatment Centers Board of Directors
Global Service Desk Analyst, Night Team Lead
Salesforce.com
06.2014 - 10.2014
- Engaged in user support interactions via telephone, chat and email platforms.
- Consistently awarded with Mahalo Awards for outstanding service.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
Education
Bachelor of Arts - English Literature And Business Administration
University of Hawaii At Manoa
Honolulu05.2011
Skills
- Team management
- Escalation handling
- Policy enforcement
- Feedback delivery
- Customer relations
- Client relationship building
- Training and mentoring
- E-Commerce Platforms
- Training and coaching
- Team building
Software Familiarity
- Google Suite
- Microsoft Office
- Office 365
- Zoom
- Zoominfo
- HG Insights
- PowerBI
- Zendesk
- Jira
- Confluence
- Veeam Backup
- VMware
- Gong
- Groove
- Salesforce
- Client Success
- Gainsight
Overview
Customer Success, Leadership Strategy, Software-as-a-Service, Data Visualization, Data as a Service, Networking, Contract Negotiation, Account Management, Project Management, Opportunity Tracking, Closing, Complex Solutions Design, Success Hacker CCSM 1 and 2, 11/01/22, Customer Experience Leadership, 11/01/22, Comp TIA Network+, 11/01/18, VTSP Foundation, 11/01/18, Veeam VSP, 11/01/18, HG Insights Insights into Leadership, 11/01/23, Google Foundations: Data, Data Everywhere, 11/01/24
Certification
- CompTIA Network+ Certification
- HG Insights Insights into Leadership Certification
- Google Data Foundations Certification
- Become a Customer Service Manager Certification (LinkedIn)
- Customer Experience Leadership Certification (LinkedIn)
- Success Hacker CCSM Level 1 and 2 Certifications
Timeline
Customer Care Lead
HG Insights
11.2023 - Current
Customer Success Manager
HG Insights
10.2021 - Current
Technical Account Manager
Tech Heads LLC
04.2021 - 10.2021
Account Executive
Allstream Inc
02.2021 - 04.2021
Customer Account Manager
Portland Internetworks
09.2018 - 01.2021
Technical Account Manager
Pacific Office Automation
02.2017 - 09.2018
IT Infrastructure Project Manager
Kaiser Permanente
11.2016 - 01.2017
Technical Account Manager
Pavelcomm
11.2014 - 06.2016
Global Service Desk Analyst, Night Team Lead
Salesforce.com
06.2014 - 10.2014
Bachelor of Arts - English Literature And Business Administration
University of Hawaii At Manoa
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