Eleanor M.
Senior Manager of Customer Support (Promoted from Manager) at Higher Logic
Based in United States
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Seniority
Other
Department
Other
Location
United States
Industry
Software Development
Company size
339
Contact information
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e•••••••@higherlogic.com
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Background
About Eleanor M.
I’m a senior customer support and customer success leader with 20+ years of experience driving operational excellence across SaaS, ERP, and call center environments. I have a proven record of improving customer satisfaction, reducing churn, and implementing CRM, AI, and automation solutions to scale teams and outcomes.I’m known for balancing customer advocacy with business goals through data-driven strategy and strong cross-functional leadership, particularly in complex, regulated, and high-growth environments. Professional Expertise and SkillsLeadership & Operations: Team Leadership & Coaching | Workforce Planning | Performance Management | SOP (Standard Operating Procedure) DevelopmentCustomer Success & Support: Technical Support (Tier 2)| Escalation Management | CSAT (Customer Satisfaction Score)| SLA (Service Level Agreements) Management | Churn ReductionTools & Technology: Zendesk (Admin)| Salesforce (Admin)| AI (Fin.ai, Glean Admin)| ERP Systems | Jira | Zoom | SlackData & Strategy: KPI (Key Performance Indicators) and OKR (Objectives and Key Results) Tracking | Reporting & Analytics | Process Optimization | Pricing & Contract Negotiation
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