Glenn Mulno

Operations Associate

Needham, Massachusetts, United States26 yrs experience

Key Highlights

Over 20 years of experience in global operations.
Expertise in AI-driven process optimization.
Proven track record in enhancing customer satisfaction.

Stackforce AI infers this person is a SaaS expert with a strong focus on customer success and technical support management.

Contact

Skills

Core Skills

Technical Support ManagementCustomer SuccessQuality Engineering

Other Skills

Customer SupportAI-Driven SolutionsProcess InnovationsKPI DashboardsCustomer SatisfactionTroubleshooting WorkflowsTeam DevelopmentTechnical Support PoliciesTeam LeadershipTesting ImprovementsCross-Functional CollaborationCommunication & Team LeadershipAccount & Situational ManagementScalable Solutions & System DeliveryProcess Reengineering

About

Accomplished professional with over 20 years of experience driving global operations, managing high-performing teams, and implementing strategic initiatives. Expertise in process optimization, KPI-driven decision-making, customer success innovation, and leveraging AI to streamline workflows. Proven ability to facilitate cross-functional collaboration, develop scalable solutions, and deliver exceptional service aligned with organizational goals. Skilled in managing customer account relationships fostering strong connections that drive customer satisfaction and loyalty. Key Strengths * Decisive Leadership: Renowned for building and scaling high-performing global teams. Drive operational excellence through innovative strategies that increase efficiency, enhance customer satisfaction (CSAT), and surpass service-level objectives (SLO). * Strategic Innovator: Expertise in leveraging cutting-edge AI tools and reengineering processes to transform support operations and customer success programs, creating measurable value and aligning seamlessly with organizational goals. * Data-Driven Excellence: Master at utilizing KPI dashboards, advanced analytics, and reporting tools to identify opportunities, optimize performance, and achieve superior results in fast-paced, customer-centric environments.

Experience

26 yrs

Total Experience

Average Tenure

Current Experience

Progress software

2 roles

Senior Manager, Technical Support

Promoted

Jan 2015 – Jan 2024 · 9 yrs

Scaled High-Performing Teams: Successfully scaled the Americas Technical Support teams for Sitefinity CMS (On-Prem/SaaS) and Corticon, aligning team capabilities with growth while sustaining industry-leading service excellence.
Redefined Customer Success Offerings: Transformed legacy support services into innovative customer success packages, strengthening service value for customers and enhancing alignment with evolving market demands.
Strengthened Key Relationships: Effectively managed escalated accounts and high-priority clients, securing resolutions, strengthening partnerships, and reinforcing client trust.
Delivered AI-Driven Productivity Gains: Strategically integrated AI-driven solutions (ChatGPT, Claude) into workflows, accelerating issue resolutions, delivering measurable efficiency improvements across technical support operations.
Revamped Support Content Front End: Led a comprehensive redesign of technical support websites and community content, ensuring global consistency and accessibility while enhancing usability for customers and partners.
Achieved Measurable Service Improvements: Implemented process innovations that reduced escalations, increased CSAT scores, and significantly improved first-response and resolution metrics, driving overall customer loyalty.
Aligned Strategy with Business Goals: Orchestrated multi-phase projects, including resource planning and budget optimization, to enhance infrastructure and operational efficiency, ensuring alignment with organizational objectives.
Empowered Teams with Training: Built global soft skills training plans that elevated agent communication skills, driving sustained improvements in client experiences.
Enabled Global Knowledge Sharing: Delivered enablement sessions to global Sales, Technical Support teams, and Partners, driving improved adoption of technical solutions and fostering collaboration across regions.
and more!

Technical Support ManagementCustomer SupportAI-Driven SolutionsProcess InnovationsKPI DashboardsCustomer Success

Senior Manager, Application Development Technical Support

Jan 2011 – Jan 2015 · 4 yrs

Elevated Support Operations: Led technical support teams across North and Latin America, managing PaaS and SaaS customer operations, to exceed customer satisfaction (CSAT) and service-level objectives (SLO).
Drove Measurable Gains in Customer Experience: Spearheaded the implementation of new communication standards and troubleshooting workflows, reducing customer escalations and boosting first-response and resolution rates.
Delivered Actionable Insights: Designed and rolled out KPI dashboards in Salesforce, enabling real-time performance tracking and facilitating data-driven strategies that improved operational efficiency.
Strategic Influence and Innovation: Collaborated with leadership to streamline workflows, optimize troubleshooting strategies, and increase team productivity.

KPI DashboardsCustomer SatisfactionTroubleshooting WorkflowsTechnical Support Management

The mathworks

2 roles

Manager, Technical Support / Engineering Development Group

Jan 2004 – Jan 2011 · 7 yrs · On-site

Built a High-Performing Support Team: Successfully recruited, trained, and developed a team of 16 engineers, driving operational excellence and elevating team performance.
Achieved Significant Efficiency Gains: Reduced customer query times by over 2.5 minutes through an SMS entitlement process overhaul, and enhanced system functionality to improve data accuracy and usability.
Boosted Customer Satisfaction Metrics: Delivered measurable improvements in customer satisfaction scores by reducing escalations, accelerating first-response times, and exceeding service level objectives.
Created Impactful Analytical Tools: Designed and implemented KPI dashboards and performance reports, enabling data-driven decision-making and long-term operational improvements.
Strengthened Support Processes: Authored and implemented updated technical support policies and procedures, aligning team operations with industry best practices to enhance efficiency.
Led Strategic Collaboration: Coordinated cross-functional initiatives, including Voice of the Customer (VoC) sessions, to translate customer insights into actionable improvements across products and services.
Pioneered Training Innovations: Developed new hire training sessions, enhancing onboarding and team performance.
Enhanced Metrics-Driven Management: Improved compliance with service-level objectives and performance benchmarks.

Team DevelopmentKPI DashboardsTechnical Support PoliciesTechnical Support Management

Manager Quality Engineering

Jan 2000 – Jan 2004 · 4 yrs · On-site

Improved Team Productivity: Elevated release goal achievement from 45% to over 95% by enhancing team performance and implementing strategic testing improvements.
Optimized Code Coverage: Increased code coverage in the assigned code base from 41% to 63% through innovative testing methodologies and automation.
Leadership & Collaboration: Successfully led a team of seven engineers across 14 MATLAB product areas while collaborating with cross-functional teams to ensure product readiness and successful releases

Team LeadershipTesting ImprovementsCross-Functional CollaborationQuality Engineering