Scott Webb

Premium Support is my present project since June 2023. Prior to my joining the paid support offering was not very successful with main single points of failure. I was brought in to redesign everything from the ground up. Back to basics. The team is now comprised of 38 primary and 60+ overflow engineers, supporting over 500 global partners.

• Designed brand new processes to create a scalable solutions to align with upper managements idea of the support offering.
• Interviewed, hired, and trained all new staff on the new process and what goals needed to be obtained.
• Led a global support team of over 100+ professionals, providing 24/7 customer support across multiple time zones.
• Elevated customer satisfaction levels to 95%+ by placing emphasis on delivering top-notch customer service while effectively handling ticket closures.
• Established efficient workflow systems by integrating automation and specialized queues, resulting in meeting the 30-minute first response service level objective.
• Implemented month-end reporting to ensure team accountability in meeting established KPI objectives.
• Collaboratively trained Sales teams on promoting the benefits of premium offerings and assisted throughout sales calls, contributing to successful deal closures.
• Collaborated with product development teams to identify and address recurring issues, leading to a reduction in support tickets.

Established and maintain strategic guidelines for qualified partners/clients in Datto's Blue Diamond Support program reserved only for the top partners.

• Manage the global Blue Diamond Support technicians across all levels of the organization directly or through dotted line reporting.
• Managed the tracking of KPIs through technician reports in various areas such as customer satisfaction, ticket resolution time, quality assurance, phone metrics. Implemented coaching where necessary to meet targets.
• Work in conjunction with multiple departments to contribute towards the attainment of company-wide targets.
• Maintain regular communication with team members across all levels of the organization, ensuring they are kept up-to-date with any changes or updates that need to be shared with their direct reports.
• Identified and developed the future team of support supervisors through coaching.
• Designed and executed a supervisor onboarding plan for seamless integration of newly appointed department leaders.
• Conducted interviews and selected qualified Technical Support Engineers.