Karl Potter
Hagerstown
Summary
Accomplished leader in customer success, recognized for optimizing site performance and proactively resolving client issues. Proven ability to drive customer retention and satisfaction through effective support strategies and comprehensive documentation management.
Overview
12
12
years of professional experience
Work History
Head of Customer Success & Support
CosmicGiant
01.2020 - 03.2026
- Oversaw the vast majority of the customer facing side of the business.
- Handled all inbound support tickets for the company ranging from complex technical issues, account questions and/or management, and pre-sales inquires.
- As the primary point of contact in support for a customer base of thousands, I consistently maintained a response time of 2-4 hours ranging on complexity of issue, resolution times usually within a business day, and a resolution on first reply of 70+%.
- Over roughly 6 years and 3k+ tickets, a positive support feedback score of 97+ based on help desk feedback collection.
- Managed detailed documentation for a suite of complex Gravity Forms integrations that include features like e-signatures, automation of data, user permissions, and document generation.
- Assisted in depth with all QA for the product suite, as well as ongoing product design decisions, bringing to the table trends from real support tickets to help drive down support load proactively and resolve critical pain points, sometimes before they were even created.
- Experienced in bug reporting and documenting a clear state of an issue for engineering review should the need for escalation arise, always making sure the issue is clearly stated with exact steps to replicate.
- Occasionally led marketing efforts around releases and sales, including multiple years of Black Friday sale strategy and email campaigns with advanced conditional routing.
- Implemented and monitored solutions around subscription churn and dunning, improving customer retention from an inconsistent low percentage to an average monthly 30-50% recovery of failing invoices.
Developer
Rocketgenius
12.2020 - 06.2021
- Primary front-end developer for the web team at Rocketgenius.
- Led the majority of front-end development for the Gravity Forms website and documentation site that are both still currently in use since 2021 as of the creation of this resume.
- Helped modernize internal processes around site usage on both the main Gravity Forms site and documentation site, including approval workflows for the extremely high traffic Gravity Forms Add-Ons directory.
- Collaborated with the marketing, operations, and product teams on various crossover ventures around APIs, product sales, site updates, etc.
Support Engineer
Rocketgenius
03.2019 - 12.2020
- Handled all types of support inquiries across the entire Gravity Forms suite including the core product, payment gateways, and CRM integrations.
- Primary technical support representative during US working hours, often handling in excess of 40-50 tickets a day and 500-600+ tickets per month.
- For the entirety of the 2020 calendar year, did not receive a single negative help desk feedback score despite extremely high ticket volume.
- Assisted with the most complex support level issues, even contributing quite a few bug fixes to the product suite itself, freeing up the engineering team to focus on more critical issues and new product development or enhancements.
- Wrote quite a bit of documentation ranging from simpler set up framed articles to more advanced developer level articles that included real world code examples.
- Attended many events as a representative of Gravity Forms, interfacing directly with the community and able to articulate Gravity Forms and what we do on the fly in a clear and concise manner.
- Trained multiple newer Support Engineers during their initial trial with the company, all of which successfully went on to be hired.
Junior Web Developer & Client Support Specialist
BinaryM
01.2015 - 03.2019
- Assisted in building multiple WordPress themes, and overall complex full sites, focused on the Financial Technology industry.
- Primary point of contact for the ongoing maintenance of the agency's portfolio, handling maintenance requests on the most complex of sites to the older sites that require more care.
- Frequent work done with optimizing existing customer sites and making sure the agency portfolio at large is getting the most value for their investment.
- Assisted with managing our hosting offerings for the client portfolio which includes a few dozen sites over a few different servers. This included running regular updates, troubleshooting outages, and continual improvements to deliver the best and most stable performance for customer sites.
Web Developer (Contract)
BinaryM
06.2014 - 01.2015
- Assisted in the development of complex websites in the financial technology, music, and commerical real estate space.
- Handled many odd jobs in the agency portfolio, allowing more critical staff members to handle the bigger issues.
- Successfully turned contact role into a full time role of multiple years.
Education
Bachelor of Science - Web Design & Development
Full Sail University
Winter Park, FL (Remote)Skills
- Technical Support
- Site Optimization
- Customer Success and Satisfaction
- Ability to handle a large volume of support tickets of high complexity
- Extremely adept at finding answers to questions through research of past tickets, documentation, or asking the right questions to colleagues
- Documentation Writing, from onboarding to more complex developer level articles
- Adept at converting pre-sales leads to multi-year customers
- Proficient in identifying trends to escalate to other stakeholders at the company to remove customer pain points or highlight gaps in functionality
Accomplishments
- Maintained exceptional support stats across multiple companies despite a large customer base and often being the sole primary support point of contact during US business hours.
- In the 6 years at CosmicGiant, support load never increased, only decreased, due to proactive efforts of getting real customer feedback to the engineering team to resolve customer pain points.
- A proven track record of customer satisfaction with only a handful of negative feedback reviews to my name in several years across multiple roles.
- Brought several complex Gravity Forms add-ons to market that fit real world customer needs, and assisted heavily in their development, maintenance, and support.
Languages
English
Native or Bilingual
Japanese
Limited Working
Interests
- Traveling to new countries and meeting new people
- Reading, primarily Sci-Fi and Fantasy
- Recently, taking some interest in creative writing
- Japanese Professional Wrestling and the niche community around it
Timeline
Developer
Rocketgenius
12.2020 - 06.2021
Head of Customer Success & Support
CosmicGiant
01.2020 - 03.2026
Support Engineer
Rocketgenius
03.2019 - 12.2020
Junior Web Developer & Client Support Specialist
BinaryM
01.2015 - 03.2019
Web Developer (Contract)
BinaryM
06.2014 - 01.2015
Bachelor of Science - Web Design & Development
Full Sail University