Jeremy Eckman

Background

About Jeremy Eckman

I am passionate about exceptional support in B2B SaaS as a differentiator for companies to make their products stickier and their customers more passionate about them. When you make a customer successful after running into a challenge, they remember it, when they are up for renewal or in their next role. As a Customer Technical Support Manager at Assembled, I lead and build the support team, working with tight resources to provide high-quality support for our customers. I collaborate with success teams and engineering teams to manage high expectations and escalations. I introduced a formal quality assurance program, with peer reviews and quality training, and maintained our support software stack. Previously, I was a Manager at Google Cloud Product Support, Looker, where I oversaw a team of 9 Technical Support Engineers and Consultants. I handled difficult issues, worked through technical challenges, and engaged other teams in solving customer issues. I also improved our ramp and mentoring process as we transitioned to remote work. Before that, I was a Manager at the Department of Customer Love at Looker, where I ensured our customers received outstanding support while leading a team of ~4 other analysts. I observed case load and monitored high severity issues for my team, keeping our customers' needs top of mind while working quickly to resolve particularly painful and impactful issues. I also created rotations in our weekly meetings to ensure people were getting consistent quality reviews done, as well as providing training on new or challenging subjects to build our team's skills and understanding of the product. I have a BS in Ecology and Evolution from UCSC and a Certificate Program in Database and Data Analytics from UCSC Silicon Valley Extension. I am passionate about delivering exceptional customer experiences and building high-performing teams.