Customer Support Service

TODD W. LANGLEY

Miami, Florida ***** 971-***-****

*********@*****.*** https://www.linkedin.com/in/todd-w-langley-mba/ SUMMARY

A highly accomplished and dedicated client services manager with vast expertise in global customer support, services, deployments, continuous improvement, budget management, delegation, and data analytics. Established capabilities in change management, vendor management, partner enablement, business development, and strategic planning. Utilizes outstanding interpersonal and communications skills to train and develop productive teams, as well as liaise with key stakeholders and C-level executives. A dynamic and results-oriented top-performer who delivers efficiency and profitability for an organization.

● Client Relations ● Customer Success ● Deployments/Implementation

● Hiring and Onboarding ● Business Administration ● Personnel Management

● Operations Management ● Coaching

● Organizational Development ● Mentoring

● Project / Program Management ● Vendor Management

● Business Process Management (BPM) ● Global Corporations and Change Advocacy EXPERIENCE

SYNTELLIS (F/K/A KAUFMAN HALL), Portland, Oregon

Director, Client Success, 2017-2022

Executed optimal leadership to client success team tasked with supporting Axiom Software platform and international enterprise customer base. Facilitate Sr. staff on post-Support re-deployments, customer training, and upgrades and installs. Demonstrated in- depth abilities in reporting to vice president of client success with focus on setting operating framework and executing services provided by team. Managed cross-functional team of over 20 employees successfully, including managers, remote employees, and remote offices across North America, India, and SE Asia. Analyzed product quality metrics/analytics (case volume, percent escalated, issue categorization and prioritization, backlog, and customer impact) skillfully while advocating for customer to drive product improvement, issue resolution, and product adoption.

• Displayed exceptional abilities in working with cross-functional teams with focus on driving visibility and collaboration for process improvement.

• Directed and oversaw CSAT recovery program successfully to enhance client experience.

• Acted as escalation point for key clients at all levels, including C-Level management.

• Utilized and displayed optimal skills in recruiting, hiring, terminating, and training staff on organizational policy with focus towards achieving corporate goals.

• Showcased in-depth skills in all areas of goal setting and employee development through corporate tools and processes.

• Guided hands-on employee engagement effectively to promote retention and career development.

• Reviewed and managed KPI’s skillfully to improve customer experience.

• Performed duties as SOC2 audit manager for customer service organization.

• Designed and developed onboarding training program for all new hires.

• Coach, mentor, and train team managers, team leads, and offshore managers.

• Provided international development support in moving to off-shore organization via working on Tier-one support issues/cases, designing/implementing training program, building out mentorship program, and leading team of 17 personnel off-shore.

• Implemented new support training program to streamline processes, taking it from six-week hands-on program to two-week self-paced program.

• Created automation using software tools to route cases to appropriate cases, resulting in enhancing time to first response while reducing client escalations.

• Served in pivotal role on strategic organizational project with focus on leading multiple personnel across multiple departments, resulting in successfully building out case routing and online client chat program.

• Recognized for achieving 92% CSAT.

Todd W. Langley, Page 2

MARKETO INC., Portland, Oregon

Senior Manager, Customer Support, 2015-2017

Provided in-depth management of 22 direct reports (including managers and offshore employees) with focus towards driving performance improvements. Demonstrated expert-level skills in setting quarterly individual goals while providing on-going performance feedback and formal performance appraisals. Evaluated measurement criteria skillfully with focus on identifying organizational performance trends (customer satisfaction, operating efficiency, and product quality). Maintained ownership over numerous areas of responsibility successfully as member of global support leadership team with emphasis on process definition and improvement, interdepartmental relations, program initiatives, and project management.

• Credited with effectively streamlining support by developing tiered support structure for better customer experience.

• Identified routing issues skillfully within CRM automation routing process via restructuring routing by tier and expertise.

• Updated existing routing automation tool successfully with focus on aligning subject matter experts with appropriate cases.

• Created innovative change management process, using SharePoint, leading to significantly optimized structure for rolling out projects.

• Offered international support development, in moving to off-shore support organization, with focus towards working on Tier- one support issues/cases.

• Demonstrated consistent optimal abilities in managing customer escalations. SURESCRIPTS ENTERPRISE SERVICES (KRYPTIQ), Beaverton, Oregon Director of Support and Consulting Services, 2009-2015 Managed diverse staff of 32 healthcare software professionals successfully across multiple teams including support, services, and field consulting. Held position as project manager and department/product lead. Developed and implemented goals, objectives, and policies skillfully with focus on identifying resource needs and recommending / implementing policies and procedures. Oversaw responsibility for hiring, terminating, and evaluating assigned personnel with emphasis towards collaborating with employees to correct deficiencies. Provided in-depth direction, coordination, and review of work plans with focus on meeting with staff to identify and resolve problems, assigning work activities and projects, monitoring workflow, and reviewing/evaluating work products, methods, and procedures.

• Identified opportunities successfully for improving service delivery methods and procedures with focus towards implementing improvements.

• Recognized for exceptional abilities in establishing and deploying documentation and policy for support and services, including Service Level Agreement.

• Credited with successfully rebuilding entire support organization from ground up, growing organization from six personnel to 32 personnel, over seven-year timeframe, across three departments (tech/app support; consultants and implementation; account management).

• Developed and led triage team for improved intake successfully.

• Demonstrated broad skills in working with VAR structure and contracts, CRM contracts, and SOC2 process.

• Performed key role in upselling services and support to clients.

• Guided effective development of after-hours procedures, leading to generating significant revenue on transactional basis.

• Received 2x multiplier on bonus honorably in year two. ADDITIONAL EXPERIENCE

GE HEALTHCARE, Hillsboro, Oregon, Technical Services Manager, 2006-2009. GE HEALTHCARE, Hillsboro, Oregon, Services Operations Lead, EMR Support Team, 2004-2006. GE HEALTHCARE, Hillsboro, Oregon, Senior Services Engineer, EMR Support Team, 2002-2004. GE HEALTHCARE, Hillsboro, Oregon, Customer Services Engineer, EMR Support Team, 2000-2002. Todd W. Langley, Page 3

EDUCATION

OREGON STATE UNIVERSITY, Corvallis, Oregon

B.A., Cultural Anthropology, 2009

AMERICAN INTERCONTINENTAL UNIVERSITY, Hoffman Estates, Illinois M.B.A., International Business, 2005

B.S., Marketing, magna cum laude, 2004

CERTIFICATIONS AND TRAINING

Certified Integrative Nutrition Health Coach (IIN), 2018 Lean - Six Sigma Yellow Belt Certified (DMAIC), 2013 CAP Coaches Workshop (Change Acceleration Processes); GE Healthcare, 01/2008 Inclusive Leadership Workshop (ILW); GE Healthcare, 2008 Foundations of Leadership (FOL); GE Healthcare, 2007 Six Sigma Green Belt Certified (DMAIC), 2003

TECHNICAL SKILLS

MS Office Suite (Word; Excel; PowerPoint), Salesforce (SFDC), SQL, MS Teams, Slack, DOMO, GoToMeeting (GTM), Zoom

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