Open to opportunities

Steve Langley

@stevelangley

Message

Motivated Support Management Professional with a focus on team leadership.

United States

Message

What I'm looking for

I am looking for a role that allows me to leverage my leadership skills in a dynamic environment focused on customer success and team development.

I am an intensely motivated Support Management Professional with a proven track record of leading technical teams to success. My passion lies in motivating and mentoring staff to enhance key metrics and employee productivity while ensuring exceptional customer satisfaction. I thrive on collaborating with key stakeholders to conceptualize, develop, implement, and follow through on strategic programs that align with corporate and customer goals.

Currently, I serve as the Director of Support Solutions at ETQ, Inc., where I lead a team of 17 worldwide remote support specialists. My role involves managing customer escalations, designing KPI reports for Executive Leadership, and implementing process improvements to enhance the customer experience. Previously, I held managerial positions at Wolters Kluwer and Schneider Electric, where I focused on team development and cross-functional collaboration to drive customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Director, Support Solutions

Current

ETQ, Inc

Jan 2022 - Present (3 years 4 months)

Leading a team of 17 worldwide remote support specialists, managing customer escalations, and designing KPI reports for Executive Leadership. Focused on process improvements and cross-functional efforts to enhance customer experience.

Team Building Data Analysis Process Improvement Leadership Reporting CRM SaaS

Manager, Enterprise Support

Wolters Kluwer

Jan 2018 - Jan 2022 (3 years 11 months)

Managed and mentored an Enterprise Support team, enhancing customer satisfaction through process improvements and metric presentations to management. Collaborated with cross-functional teams to improve product offerings.

Team Building Process Improvement Leadership Reporting Data Analysis

Manager, Global Customer Support

Schneider Electric

Jul 2012 - Jan 2018 (5 years 6 months)

Managed a 17-person technical support team, directed customer remote access solutions, and coordinated audits during facility relocation. Focused on staff management and product direction.

Team Building Leadership Process Improvement SaaS

Manager, Customer Support

Compuware, Inc.

Jan 2011 - Jul 2012 (1 year 6 months)

Hired and managed a multi-tiered staff of 21 Support Engineers, ensuring effective service delivery for the Dynatrace product suite and leading cross-functional teams to resolve escalated customer issues.

Team Building Leadership SaaS Process Improvement

Senior Software Support Engineer

Axeda, Inc.

Jan 2009 - Jan 2011 (2 years)

Rapidly resolved customer problems in a SaaS environment and coordinated defect correction processes with the Product Sustaining Team.

SaaS Process Improvement Data Analysis

Technical Support Manager

Akibia, Inc.

Jul 2007 - Jan 2009 (1 year 6 months)

Led a team of 20 Technical Support Engineers providing 24/7 hardware and software support, creating staffing models that saved costs while maintaining customer satisfaction.

Team Building Leadership Process Improvement Data Analysis

Manager, Technical Support

edocs, Inc./Siebel Systems/Oracle

Jan 1999 - Jul 2007 (8 years 6 months)

Managed a global staff of 11 Technical Support engineers, ensuring high case closure and customer satisfaction rates while developing best practices across regions.

Team Building Leadership Process Improvement Data Analysis