Seth Baker

Background

About Seth Baker

Experienced Director of Support with over a decade of leadership in customer operations, technical support, and product collaboration within the utility software industry. I lead a high-performing support team and manage cross-functional initiatives that drive customer satisfaction, retention, and growth. I currently oversee support services for 75+ utility clients, representing over $3 million in annual recurring revenue. I manage the department budget—including staffing, travel, maintenance contracts, and bonus structures—while driving strategic initiatives in collaboration with R&D, Sales, and Product teams. Key areas of focus: Leading customer success and site visits, system reviews, and training seminars, including at major user group conferences. Developing and implementing AI-driven support tools and training resources. Serving on the Change Control Board and leading the Customer Advisory Board to align product roadmap with client feedback. Acting as a key stakeholder for integrations and vendor partnerships with a focus on shared clients. Known for building exceptional client relationships—every customer I support can be used as a reference. I’m passionate about team leadership, proactive problem-solving, and building systems that scale with excellence.