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Eric Zelman

@ericzelman

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Customer Support and Success leader scaling global technical support for enterprise SaaS.

United States

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What I'm looking for

I seek leadership roles building scalable global support operations, focusing on enterprise SaaS, cross-functional collaboration, and measurable customer success.

I am a Customer Support leader with 18+ years in technical support and over a decade managing global teams. I built and scaled support operations from a single contributor to a 25-person, 24/7 organization across North America, EMEA, and APAC.

At Bigtincan I grew the support function alongside the company from startup to an enterprise SaaS platform serving 2M+ users and 250+ Fortune 1000 clients, contributing to a $200M valuation and achieving 93%+ CSAT.

My strengths include architecting support frameworks for API-heavy integrations, implementing Salesforce Service Cloud for case management, and driving cross-functional collaboration with Product, Engineering, and Customer Success to resolve complex issues.

I bring hands-on experience in customer onboarding, implementation, escalation management, documentation, and performance management, and I am motivated to lead teams that deliver reliable, measurable customer outcomes.

Experience

Work history, roles, and key accomplishments

Vice President of Customer Support

Bigtincan

Sep 2021 - Jun 2025 (3 years 9 months)

Led global support engineering and scaled support operations from startup to enterprise SaaS serving 2M+ users and 250+ Fortune 1000 clients, achieving 93%+ CSAT and 24/7 coverage.

Customer Support Engineering Support Management Salesforce Service Cloud Cross Functional Collaboration Team Building Performance Management

Senior Director of Support

Bigtincan

Sep 2012 - Sep 2021 (9 years)

Architected and built the support organization from 1 to 25 engineers, implemented escalation processes and support infrastructure, enabling scaling to a $200M valuation.

Support Operations Escalation Management Salesforce Service Cloud Documentation Onboarding Remote Team Management Implementation

Support Engineer

Apperian, Inc.

May 2011 - Jul 2012 (1 year 2 months)

Provided Level 1–2 frontline support and led Salesforce-based support portal launch for a $28M mobile application management startup serving Fortune 1000 clients.

Salesforce Customer Onboarding Case Management Implementation Troubleshooting

Territory Manager

Hewlett Packard – Palm GBU

Sep 2009 - May 2011 (1 year 8 months)

Led field operations across 400+ retail locations during smartphone platform launch, developing carrier partnerships and delivering technical training to expand market presence.

Field Operations Partnership Development Technical Training Account Management Sales Enablement Customer Support

Account Executive

Alliance HealthCare

Aug 2006 - Jul 2009 (2 years 11 months)

Managed multi-hospital healthcare accounts and implementations for diagnostic imaging services, growing PET/CT customer base ~15% annually through clinical education and integration support.

Account Management Clinical Education Project Management Provider Relations Documentation & Customer Success

Systems Engineer

Apple

Mar 1998 - Feb 2006 (7 years 11 months)

Progressed through technical and sales roles supporting enterprise implementations; contributed to $22.3M in sales and led Mac OS X publishing demo at Seybold 1999.

Solution Design Sales Enablement Technical Training Partner Management VAR Channel Support Implementation