Ashley Green
Superior
Summary
Dynamic leader with over 15 years of experience in customer support, consistently driving exceptional outcomes and achieving high renewal rates across diverse organizations. Proficient in utilizing CRMs such as Salesforce and HubSpot to monitor team performance and enhance the overall customer experience. Expertise in scaling support operations, creating renewal risk profiles, and developing actionable insights that significantly improve customer journeys. A strategic thinker with a proven ability to foster cross-functional collaboration among sales, support, engineering, and customer success teams, committed to promoting team development and mentoring talent within high-performing environments.
Overview
14
14
years of professional experience
Work History
Sr. Manager - Technical Enterprise Resolution
Guild
04.2025 - 07.2025
- Oversee investigations for Tier 2 incidents and support tickets
- Monitor team performance metrics and adherence to SLAs
- Synthesize incident and ticket trends and insights for cross-functional improvements
- Understand business processes to identify risks and streamline resolutions
Director of Customer Support
Copper Labs
01.2021 - 07.2024
- Crafted and delivered engaging training materials to onboard new users, ensuring seamless adoption of Copper technology
- Analyzed user issue patterns to inform engineering teams, driving improvements in Copper's applications and services
- Implemented and customized CRM solutions (HubSpot and Salesforce) to enhance support efficiency and streamline operations
- Designed and deployed automation systems to provide instant responses to customer inquiries, reducing the need for additional personnel by resolving 35% of inquiries.
Director of Customer Support
Greenhouse Software
04.2019 - 04.2020
- Directed a multi-site support team across three locations, partnering with a European BPO to optimize service delivery
- Established a Net Promoter Score (NPS) system, generating actionable insights to address specific customer needs
- Expanded team from 12 to 27 members, recruiting and onboarding three new managers to drive operational growth
- Overhauled the customer feedback system, resulting in a 50% increase in survey participation and higher-quality data
- Revamped performance metrics for the support team using NPS and CSAT data, boosting customer satisfaction by 5%
Director of Customer Care
Granicus
01.2015 - 12.2018
- Directed team responsible for Customer Service, Technical Assistance, and Client Satisfaction
- Expanded organization from one domestic location to four regional sites
- Implemented a tiered support model, enhancing responsiveness and throughput within Customer Service
- Revamped customer feedback survey (TBS/NPS), driving a fourfold increase in survey participation
- Redesigned customer care team performance metrics utilizing NPS and CSAT data, leading to an 8% rise in satisfaction and a 15-point boost in NPS
- Established and operationalized the Customer Success team, creating effective processes for seamless execution
Director of Education and Community
AppExtremes dba Conga
09.2011 - 09.2014
- Established and launched Conga University, offering premium training options to drive customer expertise and satisfaction
- Introduced automated surveys to measure customer satisfaction, leading to actionable insights for continuous service improvements
- Directed creation and expansion of a comprehensive knowledge base, driving a 50% reduction in support case volume
- Spearheaded a webinar series to deliver in-depth training, easing workload on Business Analysts while enhancing customer and prospect engagement
Education
Master of Arts - History
University of Colorado
Boulder, CO1994
Bachelor of Science - Computer Science
California Polytechnic State University
San Luis Obispo1984
Skills
- Business performance management
- Documentation and reporting
- Organizational development
- Talent development
- Reporting management
- Troubleshooting and problem resolution
- Organizational improvement
- Operations management
- Cross-functional collaboration
- Strategic planning
- Data analytics
Timeline
Sr. Manager - Technical Enterprise Resolution
Guild
04.2025 - 07.2025
Director of Customer Support
Copper Labs
01.2021 - 07.2024
Director of Customer Support
Greenhouse Software
04.2019 - 04.2020
Director of Customer Care
Granicus
01.2015 - 12.2018
Director of Education and Community
AppExtremes dba Conga
09.2011 - 09.2014
Bachelor of Science - Computer Science
California Polytechnic State University
Master of Arts - History
University of Colorado