Ian Dite

I oversee a dynamic support team dedicated to optimizing customer interactions, ensuring a seamless experience across account management, integrations, and post-purchase support. My role involves coaching and mentoring to maintain high team performance and exceed customer expectations consistently. I work closely with cross-functional teams to champion enhancements in the customer experience.

I oversaw the technical support and troubleshooting capacity during a time of significant business growth—understanding evolving industry trends and ensuring the team had the resources to adapt and thrive. I was responsible for scaling procedures and solidifying processes to ensure consistent and efficient technical and customer service support as the business grew.

I managed a team of 40 full-time employees on the customer success team, responsible for their training and development, providing feedback and growth opportunities, and facilitating high performance. I also developed monthly department metric reports to assess staffing needs, trends in customer needs, software pain points, and support ticket volume.

I was responsible for new customer training and onboarding to ensure clients had the resources and knowledge necessary to fully utilize the software. I also handled customer support disputes and issues, listened to customer needs, coordinated with the appropriate internal teams, resolved problems, and ensured customer satisfaction.

I assisted with resolving complex customer disputes, coaching team members, and advising on corrective measures—centering the client goals and experience to ensure satisfaction. I also developed and presented webinars for clients sharing the software’s technical details and features—ensuring client teams and staff were properly trained on product use.