Customer Success Support

Clayton Bowen

San Tan Valley, AZ **********@*****.*** 720-***-**** www.linkedin.com/in/clayton-bowen-a47992b

Director, Customer Success/Support

Dedicated, enthusiastic, energetic, and committed leadership professional with uncompromising work ethics, vision, and extensive experience consistently achieving record-high customer satisfaction rankings, improvements to the bottom line, and turnaround of underperforming operations. Adept at effectively motivating associates through continual guidance, direction, development, and coaching. Able to understand and match a customer’s needs and expectations both now and in the future. Recognized for the cultivation of life-long relationships with new and existing customers, as well as cross-team collaboration. Proven expertise in:

●Tactical Planning

●Process Initiative Improvement

●Business Development and Relationships

●Call Center Operations

●Customer Satisfaction

●Team Leadership, Engagement, and Training

●Application and Help Desk Support

●B2B Customer Service Management

●Strategic Operational Planning

●Innovative Problem Resolutions

●Customer Focused Service

●Statistical Data Analytics

●Front-End Supervision

●Cost Reduction Strategies

●Productivity Enhancements

●Technical Verticals

EDUCATION AND CERTIFICATION

Bachelor of Science in Health Administration

University of Phoenix, Tulsa, OK

Certified Support Manager, Certification Course for Support Managers (current)

Six Sigma Greenbelt Certified (current)

Technologies: Electronic Data Interchange SharePoint Software Implementation Nintex workflows MySQL

PROFESSIONAL EXPERIENCE

Trusty.care – Remote, San Tan Valley, AZ

Director, Customer Support/Success, 2020 to present

I created and led the creation of a Customer Support and Success Team from inception. The team focused on aligning with customer demands and needs while the company grew and expanded. Since Trusty.care is a startup company, I built this department from scratch. Utilizing my industry experience, I developed processes, recruited crucial employees, and expanded the team. I also guide new managers to become influential leaders and encourage strategic thinking in their daily functions. Additionally, I collaborate with executive leadership and development teams to provide reports on growth and highlight product requirements. I am a hands-on leader and won't delegate tasks I wouldn't do myself.

Utilizing AWS, Trusty Select Pro is a SAAS based software application that our customers subscribe to and can access data in the cloud from most internet browsers. Using MySQL Workbench, AWS I was able to effectively troubleshoot and resolve almost any issue that came in. If needed, I would create a ticket for development where using the Agile methodology would scope fix and deploy product releases to all customers.

Key Contributions:

Built a support portal and an internal ticketing system using Zendesk.

Designed and set up customer-specific support portals with chat functionality, knowledge base, video library, feature requests, and more.

Established streamlined processes for support and success.

Created product release notes and distributed to the customer base.

Built an internal support skills based training program.

Developed and implemented an effective training program for new hires.

Achieved industry-leading support with a 98% customer satisfaction rate.

Created onboard training modules for customers to minimize the need for hands-on training.

Supported API only customers.

Conducted regular customer learning labs to increase customer engagement, ensure customer success, and reduce support tickets.

Created a positive and cohesive team culture with effective communication, improving customer satisfaction internally and externally.

Support leads the industry with a jaw-dropping 98% customer satisfaction rating.

Assist sales representatives in presenting technical components and complex workflows tailored to customer needs during large-scale sales demonstrations.

In situations where database troubleshooting is required, I am the resource for support and QA for SQL knowledge.

Assisted with UI/UX design changes, updated QA tests, and provided design signoff before customer release.

Allscripts – Remote, San Tan Valley, AZ

Customer Support Manager, 2017 to 2020

Spearheaded initiatives focused on customer satisfaction and strategic growth and led the success of technical teams supporting a new suite of clinical applications tracking performance, patient flow, and surgical care.

Lead regular assessments of team performance and current processes, identify areas or staff that could benefit from improvements, and recommend/implement additional training or updates as required; ensure all initiatives adhere to industry and company regulations. Direct the development lifecycle for a new support model to support a newly acquired application, Charge Logic, and support comprehensive cleanup and ground-up redesign of SharePoint. Oversee the development of an offshore training model rolled out to all support teams, minimizing the ramp-up time for the new India analysts.

Key Contributions:

Developed and launched a winning strategy focused on maintaining customer satisfaction amid a staff reduction of 75%.

Increased 3-day resolution rate from 14% to 45% in less than 2 months.

McKesson – Westminster, CO

EIS Support Manager, 2011 to 2017

Successfully increased team productivity and customer satisfaction for two teams of 20 analysts.

Regularly evaluated business challenges recommended strategic business changes, and launched these to reflect changing needs and business growth; achieved over 95% customer satisfaction scores. Spearheaded the development and implementation of a Proactive Customer Program inclusive of SharePoint tools, customer communications calendar, launch sites for customer webinars, and process creation. Cultivated an open line of communication between development, product management, and support to ensure customer requests are met.

Key Contributions:

Successfully grew customer satisfaction scores from 78% to +90% with five consecutive months of 100% customer satisfaction.

Reduced customer case backlog from nearly 500 to just under 100.

Awarded the Pillar of Support award.

Achieved a more dynamic support model and increased productivity. And client satisfaction through the launch of new support policies and procedures.

Strategically unified several previously independent teams through the US and Canada into one cohesive North American Customer Service team of Tier 1 and 2 support.

Launched updated workflows, processes, procedures, customer service best practices, and overall efficiency improvements.

McKesson – Alpharetta, GA

Manager, Customer Support, 2008 to 2011

Oversaw staff activities (60-65 employees across two regions (Atlanta and Seattle) with four supervisors) and ensured compliance with company guidelines.

Actively involved in the management and implementation of the support phone system and alignment. Built and nurtured relationships and internal communication across cross-functional teams and collaboration, as well as with the VAR community for both MediSoft and Lytec through innovative solution creation.

Key Contribution:

Improved customer care, reduced hold times by 20 minutes, and increased the total percentage of calls answered by 40% through the implementation of new procedures.

Increased productivity by 30 – 40% through the strategic identification of procedural deficiencies and the launch of a winning resolution.

Achieved a more dynamic support model and increased productivity. And client satisfaction through the launch of new support policies and procedures.

Awarded the Retain/Gain Award in April 2010 for Physician Practice Solutions for involvement in customer training development.

Awarded the 10/10/2009 award for the identification and development of cost reduction savings for a reduction of a high volume of calls into support, resulting in an enhanced customer experience.

Successfully relocated roles to the GBC (from an Arizona location to Alpharetta, GA.

Additional experience as an Implementation Analyst (2005 – 2008) with RelayHealth.

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