Marc Sullivan

Oversee technical support for enterprise accounts, improving team structure, resource allocation, and account coverage as the business scales. Built AI-driven incident-response workflows, a tiered support model, and formal incident management to reduce ticket volume and protect renewal revenue.

Led specialized support and engineering teams to meet SLA, CSAT, and performance targets across global regions. Rebuilt knowledge base and self-service tools, standardized workflows and KPIs, and partnered with Product Engineering to fast-track high-impact fixes.

Led the build-out of support operations for a fast-growing SaaS company expanding into new markets. Designed support SLAs, automated workflows, and processes for rapid growth and supported new SaaS/IoT product rollouts while improving proactive communications and shift coverage.

Ran a fully remote, international support organization while keeping operations and culture consistent across regions and time zones. Built staffing and scheduling models, centralized onboarding/training, and automated QA programs to improve agent quality and reduce ramp-up time.

Led operations across multiple teams, focusing on turning around underperforming units. Cleared major backlogs and increased throughput through workflow redesign and process automation, aligning workflows between Sales, Support, and Operations to improve client retention.