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Adam Russell

@adamrussell

Customer Success Director at USKED, LLC who scaled a SaaS workforce management platform from approximately 5 to 200+ organizations.

United States

Message

At USKED, LLC, I lead Customer Success, onboarding, implementation, support, enablement, and customer-facing operations for a SaaS workforce management platform serving more than 200 organizations. I helped scale its customer base from approximately 5 organizations by developing repeatable customer lifecycle practices and customer health and KPI reporting.

I also integrate Generative AI into Customer Success workflows for customer insights, documentation, knowledge management, and operational planning. At ZVRS (PURPLE / ZVRS), I directed workforce planning and operational strategy, developing dashboards, analytics, forecasting, and KPI reporting for executive leadership.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Success

Current

USKED, LLC

Dec 2018 - Present (7 years 10 months)

Lead Customer Success, onboarding, implementation, support, enablement, and customer-facing operations for a SaaS workforce management platform serving 200+ organizations. Scaled customer base from 5 to 200+ organizations and developed repeatable success processes.

Customer Success SaaS Onboarding Implementation Customer Health KPI Reporting Generative AI HubSpot Zoho Desk Zoho Projects Monday.Com CRM Data Analysis Program Management Stakeholder Management

Current

Owner / Professional Interpreter

Current

Mountain Wave, LLC

Sep 2016 - Present (10 years 1 month)

Operate a professional language services business serving healthcare, education, corporate, and government clients. Manage client relationships, scheduling, and service delivery while applying AI tools for operational efficiency.

Language Services Client Management Scheduling Communication Skills AI Tools Documentation

Executive Director, Workforce Management

ZVRS

Aug 2015 - Sep 2018 (3 years 1 month)

Directed workforce planning and operational strategy for a nationwide communications platform. Led distributed teams, developed dashboards and KPI reporting, and coordinated cross-functional initiatives.

Workforce Management Operations Strategy KPI Reporting Dashboarding Analytics Forecasting Leadership Cross functional Coordination

Operations Manager

ZVRS

Jul 2012 - Aug 2015 (3 years 1 month)

Led customer-facing operational teams delivering nationwide communication services. Developed coaching, quality, reporting, and performance-management processes to improve customer experience.

Operations Management Team Leadership Coaching Quality Assurance Reporting Performance Management Customer Experience

Supervisor, Interpreting Services

Mesa Community College

Sep 2010 - Jul 2012 (1 year 10 months)

Managed accessibility services supporting multiple campuses and stakeholder groups. Led scheduling, staffing, and quality initiatives while resolving complex operational issues.

Accessibility Services Scheduling Staffing Quality Improvement Stakeholder Management Process Improvement