I started a job at Measure in 2020 as a Customer Support Lead. Measure offered a drone program management SaaS tool called Measure Ground Control (MGC). In this role, I was given the opportunity to work collaboratively across multiple teams and implement various improvements.
Some of the things I accomplished at Measure include:
- Creating bespoke technical solutions for data visualization and user management, achieving outstanding customer satisfaction.
- I created a custom photogrammetry viewer (almost likely a virtual pamphlet) to help our client visualize an extremely large dataset that wouldn’t be viewable within one page. The client was extremely happy and even personally emailed me after hours directly, thanking me for going above and beyond to help them.
- We received a special request from one of our larger clients who wanted to split their company’s software license with us into two accounts. With my knowledge of our systems and some initial review by our senior engineers, I developed a bunch of scripts that would split their company account (tenant) into their respective subgroups. I received very positive glowing feedback for going above and beyond to help our client with a very novel, unprecedented request.
- Creating ad-hoc contingency plans when we had a systemwide outage, ensuring our customers were updated and supported
- We experienced an AWS issue that was unprecedented in impact, and there wasn’t a solid contingency plan in place. I stepped in and immediately started crafting an email in our CRM to contact all of our active users to inform them of the outage. I actively monitored the situation and created a log of the situation to help keep all internal stakeholders updated. I was strongly commended by leadership for proactively creating a plan to mitigate concerns for our users and keeping our internal team up-to-date.
- Ensuring issues that customers were experiencing were resolved in a timely and prioritized manner by assisting with our Jira workflow management processes
- While my role as Customer Support was initially not meant to involve Jira in a meaningful way, the engineering team saw my capabilities with using Jira and allowed me to work with them to log bugs and features and schedule units of work with them collaboratively. My ability and drive to learn a brand new tool was recognized by engineering management and this began my quasi-foray into the scrum/project management process.
- Ensuring our team was continuing to operate in a customer-focused manner by running a weekly customer support meeting, creating a forum for our team to discuss customer issues
- I proactively started running a weekly customer support meeting to inform our engineering team about issues I was seeing in Customer Support. This created a new channel of awareness and communication that was missing between the product/development team and the customer. This session also turned into a brainstorming session of ideas that product/engineering could drive forward to show we were actively listening to customer feedback/requests.
- Breathed new life into our knowledgebase so customers continued to have the most accurate and useful information possible to use our system; I reorganized our knowledgebase and developed new training material to better support our customers.
- Early on when joining Measure I quickly realized there were structural concerns I had with how our knowledgebase (KB) was organized, as well as the content that was in it. I took it upon myself to update a bunch of outdated information and reorganize the information so it was much easier for customers to access self-service help. Additionally, I created many new training videos so customers would have more insightful and helpful information to better understand workflows with MGC.
- Continuously supported our customers via onboarding assistance, customer support calls, and weekly webinars
- Outside of my formal Customer Support duties, I assisted sales with the onboarding of new customers, whether it was training or importing their data from other systems.
- I took on emergency customer calls to unblock users who were experiencing urgent in-the-field issues.
- Improved the customer support contact process by creating new contact workflows.
- I implemented a new automated chatbot in our KB that could provide self-service help/information to users.
- I also implemented a live chat function within our KB to allow quicker/easier communication with our support and sales teams.
Measure was acquired by AgEagle in Spring 2021. I’ve continued working for AgEagle and was promoted to Technical Project Manager.
Jeremy Herbert 