Colin Rink

Experience

• 

  EF Educational Tours

  Jul 2008 - Dec 2008

  Regional Account Coordinator
• 

  Barakat, Inc

  Jul 2009 - Dec 2009

  Corporate Sponsorship Intern
• 

  Bright Horizons

  Jul 2009 - Jun 2011

  Marketing and Development Intern
• 

  RelevanSi

  Aug 2010 - Dec 2010

  Marketing Intern
• 

  ACE Group

  Nov 2012 - Mar 2013

  Outbound Sales Representative
• 

  CleanEdison

  Aug 2013 - Oct 2013

  Junior Account Manager
• 

  World Education Services

  Dec 2013 - Oct 2014

  Customer Service Representative

  • Answer and resolve customer queries, questions and issues by phone and email.• Coordinate with applicants and across departments to ensure smooth operations.• Log key issues and summarize data for future improvements.

• 

  StructuredWeb

  Oct 2014 - Oct 2016

  • Managed day to day inbound ticketing operations.• Oversaw support team staff and reviewed daily activity.• Wrote and expanded upon internal and external help documentation. • Answered inbound inquiries via phone, email and chat.• Trained enterprise level clients and partners on use of the platform.• Identified, documented and escalated software issues to developers for resolution.

  • Support Desk Manager

    Jun 2016 - Oct 2016

  • Client Support Specialist

    Oct 2014 - Jun 2016
• 

  Dotdigital

  Oct 2016 - now

  Primary focus on integrating Dotdigital into new platforms, providing more value to our end users. Additionally work on adding functionality to the platform to enable our partners to more easily build into us. Responsibilities include:• Market and competitor integration analysis• Create and maintain product vision and integration roadmap• Define and monitor goals and KPI's for integrations and products• Product discovery, backlog management and delivery• Launch presentations, training videos and sales enablement• Work cross functionally with partners and product marketing to take integrations to market• Manage stakeholder relationships and expectations Show less • Serve as an escalation point, liaising with developers, product managers, account managers,clients and agencies to resolve complex or difficult technical and support related issues.• Manage and complete onboarding configuration projects for new customers, integrating their e-commerce (Magento) and CRM (Dynamics & Salesforce) platforms with dotdigital. • Develop and lead team of first and second line representatives in US and Australia through training sessions and regular one to one meetings. • Review and interpret team performance and KPI's, finding ways to continually improve the quality and efficiency of customer support.• Interview and train new representatives.• Work to create, maintain and improve documentation on internal processes, customer facing instructions, internal training videos and more. Show less

  • Senior Product Manager

    Aug 2024 - now

  • Product Manager

    Jan 2022 - Aug 2024

  • Technical Support Engineer - Team Lead

    Aug 2018 - Jan 2022

  • Technical Support Engineer

    Aug 2017 - Aug 2018

  • Product Support Analyst

    Oct 2016 - Aug 2017