Summary
Overview
Work History
Education
Skills
Accomplishments
References
Languages
Work Availability
Timeline
Generic
Caleb Bates

Caleb Bates

Customer Success Manager
Duchess,Canada

Summary

Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships. I'm an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

Director, Customer Success

Worldplay (Canada) Inc.
03.2021 - Current
  • Spearheading the Customer Success department, overseeing technical support, service delivery, implementation, and design teams, ensuring seamless customer experiences
  • Pioneering the development of the vision, strategy, and roadmap for all customer success-related services, aligning them with organizational goals and customer needs
  • Leading the identification, coordination, and support of cross-functional team initiatives, fostering collaboration and innovation within the organization
  • Orchestrating the execution of comprehensive strategies for team projects, optimizing efficiency and ensuring the successful achievement of objectives
  • Serving as the key representative of customer success at Product Steering and Roadmap Committees, actively shaping short-term and long-term product roadmaps to enhance customer value
  • Collaborating closely with Product Managers, providing valuable business analysis insights to inform the development and enhancement of new and existing product features
  • R&D with 3rd party vendors on live-stream product development and integration.

Technical Customer Success Manager

Worldplay (Canada) Inc.
02.2019 - 03.2021
  • Lead the Customer Success department from technical and operations capabilities
  • Developed all technical workflows and managed support systems (HubSpot Service Desk, Jira board, Trello board, other internal sites)
  • Developed in-depth knowledge of the company's products, services, and processes to provide accurate information to customers
  • Responsible for onboarding and training new support members and product training to all staff
  • Managed team projects for creating new video & written content for our online help centers help.vidflex.tv and help.vidflex.com
  • Achieved a HubSpot standard 6.9 out of 7 overall rating in 2020 for Customer Support
  • Lead SupportOps role migrating customer platforms over to a new SaaS codebase (Oct 2019-July 2020)
  • Key speaker in weekly/monthly live stream tutorial webinars
  • Migrated from Zendesk to HubSpot Service Hub
  • Analyzed data to develop plans for customers, obtaining measurable outcomes
  • Served as an escalation point for issues that impacted client's productivity and satisfaction
  • Evaluated customer surveys and feedback regularly and reported findings from analysis back to management
  • Analyzed customer feedback to identify areas for improvement and develop strategies for enhancing customer experience
  • Collaborated with internal teams to identify upsell and growth opportunities
  • Created customized onboarding plans for new customers based on their individual needs and objectives
  • Collaborated with sales, operations, and product teams to ensure customer requirements are met
  • Implemented process improvements to streamline operations and improve efficiency of the customer support team.

Live Event Operations and Support Technician

Worldplay (Canada) Inc.
11.2016 - 02.2019
  • Tech support (tier 1, 2)
  • Support customer live streamed events via troubleshooting live stream equipment failures/errors within the hardware & connecting to our video platform
  • Provided onsite and over the phone customer training on their live stream setups
  • Helped customer's address their end-user issues directly and indirectly
  • Collaborate and triage with dev teams on customer issues i.e
  • Technical and functional problems using the product, and reporting bugs
  • Onboarding new customers
  • Implemented new customers by taking them through the onboarding process 1-1
  • Coordinated with marketing and design teams related to customer branding
  • Acted as liaison between the customer, development, and product teams related to their business requirements for existing and new platform features
  • Onsite and in-house live stream training
  • Internal product training for the whole company
  • Weekday and weekend support
  • Created product training docs and materials
  • Tested all platform back-end and front-end features
  • Created regression test cases
  • Worked closely with development teams on manual testing needed for each dev sprint, reporting bugs
  • Main tester for video player behavior (video on demand, live streaming) on multiple streaming devices and browsers
  • Participated in dev sprints
  • Used Jira extensively to create bug tickets and communicate feature business requirements while testing new and existing platform features.

Technical Recruiter

Tundra Technical Solutions
01.2016 - 10.2016
  • Source quality candidates for existing and future client requirements, utilizing various tools and recruitment techniques
  • Develop leads and opportunities through direct sales (cold calls), social media (LinkedIn, Facebook), meetings, relationship building, and client events within the public and private sector
  • Foster and maintain relationships with key business contacts, sales partners, and industry associations
  • Conduct skills testing, out-of-office and in-office interviews
  • Present job opportunities to candidates and negotiate contract terms
  • Candidate resume screening and preparation for client interviews
  • Relationship management with our candidates by addressing concerns, needs, and payroll
  • Maintain our ATS (Applicant Tracking System), Bullhorn, with updated candidate information
  • Monitored/completed tasks for candidate invoicing & completed documents through FieldGlass screening and preparation for client interviews.

Education

Certificate -

Managing Customer Service - Gale.com
11.2018

High School Diploma -

Mount Boucherie Secondary
06.2008

Skills

  • Team Leadership
  • Staff Management
  • Project Management
  • Department Development
  • B2B Software
  • Verbal and Written Communication
  • Critical Thinking and Analysis
  • Business Objective Analysis
  • Business Strategy
  • Customer Satisfaction
  • Customer Relationship Management
  • Service Desk Applications
  • SaaS Applications
  • Google Workspace
  • Interpersonal Skills
  • Customer Consultations
  • Ticket Tracking
  • Document Organization
  • Client Relationship-Building

Accomplishments

In 2023 I was able to:

  • Achieve 97% CSAT happiness rating for tier 1-3 tech support
  • 27% reduction ($120,000+) in customer success operational costs
  • Increased customer onboarding success rate by 80% from previous year
  • Implemented systems to achieve customer churn rates of less than 4%
  • Initiatives contributed to 64% increase in revenue growth

References

AVAILABLE UPON REQUEST

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Director, Customer Success

Worldplay (Canada) Inc.
03.2021 - Current

Technical Customer Success Manager

Worldplay (Canada) Inc.
02.2019 - 03.2021

Live Event Operations and Support Technician

Worldplay (Canada) Inc.
11.2016 - 02.2019

Technical Recruiter

Tundra Technical Solutions
01.2016 - 10.2016

Certificate -

Managing Customer Service - Gale.com

High School Diploma -

Mount Boucherie Secondary

Similar Profiles

CREATE PROFILE
Caleb BatesCustomer Success Manager