Michael Julian

Experience

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  Marriott International

  Jan 2001 - Mar 2006

  Audio Visual Technician

  Assisted in the set up and break down of all audio visual equipment for conventions, shows, and client meetings. Assisted clients in troubleshooting any issues with the technology being used for their presentations Supervised shifts and delegated work responsibilities to other staff membersHad to think quickly to solve issues and to help the customer maintain professionalism and success during their meetings.

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  NeuStar, Inc.

  Mar 2006 - Jan 2014

  Product Support Manager

  Led support center for enterprise services suite (UltraDNS, Webmetrics, DDOS Prevention)Managed team of 11 product support specialistsManaged support relationships for top 100 enterprise customersProficiency in internet protocols (DNS, HTTP, SSL), HTML, JAVA, and DDOS PreventionDeveloped Customer SLAs and performance metrics Contributed to the creation of a support-led customer retention program, increasing revenue by 5% in a yearEstablished knowledge base and solutions-focused training based on KCS methodologyManaged knowledge and procedures for Support operations teamServed as principal onboarding manager for Siteprotect, successfully onboarding the first 50 customersRecognized with the 2009 Neustar CEO award for excellence. Show less

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  Gbox by Oncircle

  Dec 2015 - Aug 2016

  Customer Operations

  Optimized Support processes via HelpScout; managed knowledge.Enhanced customer satisfaction; led support for key partners.Create case studies Managed partner relationships.Developed Case studies and Post Mortem reports.Managed social media presence, funneling issues into support.Aligned brand identity on Twitter and Facebook.

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  Vida Health, Inc.

  Sept 2016 - Oct 2019

  Product Support Manager

  Led and managed daily product support operations for mobile app and coach dashboardRecruited, trained, and managed product support team, including BPO Services for Tier 1Provided multi-channel support via Zendesk and JIRAWorked with product and engineering to troubleshoot, diagnose, and resolve mobile and web app bugs. Created and maintained SOPs, support procedures, SLAs, KPIs Collaborated with account management to provide technical support to B2B partners. .Played a role in post-contract implementation, ensuring seamless user onboarding Implemented cross-functional knowledge sharing initiatives to enhance internal communication and alignmentDeveloped training programs to enhance product expertise for coaching and therapy teamsEnhanced support efficiency by implementing AI-driven self-service, resulting in a 5% decrease in agent workloadReduced escalated bugs by 15% through the implementation of QA processes and product feedback cycleManaged support budget and roadmap Show less

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  Better Therapeutics

  Oct 2019 - Mar 2024

  Product Support Lead

  Led implementation and management of customer service strategyTrained, hired, and managed multi-tier support team including BPO services for Tier 1Managed and administered ZendeskDeveloped product support KPIs, managed forecasting and budgeting activitiesLed product support operations for clinical study trials and real world evidence programs. Contributed to the development of ISO 9001 and CFR part 21 compliant QMS procedures Utilized patient support data to improve clinical study enrollment by 35% Created and managed knowledge, FAQs, and processes for commercial operationsCreated and managed quality complaint proceduresManaged ADA compliance program, integrating remediation recommendations into product development cycleAssisted in the development of risk management procedures and conducted inaugural product hazard analysisPerformed other critical product operations tasks as needed. Show less

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  Oktopost

  Jul 2024 - now

  Product Support Manager