Audrey Meligon
Design and Engineering
Product Support
Back Office Ops
Purpose:
Build the software the world needs to unleash evolution and empower purpose in organizations
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Accountabilities:
- Translating GlassFrog content at the request of @Internationalization
Purpose:
Easy onboarding, smooth operations, delighted customers
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Accountabilities:
- Scheduling regular Coach Q&A sessions, including sourcing and scheduling with a certified Holacracy coach
- Triaging issues during the Coach Q&A sessions to make them run smoothly
- Notifying customers of Coach Q&A sessions using GlassFrog Announcement banners
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Accountabilities:
- Triaging coaching leads from GlassFrog
- Developing and maintaining heuristics for where leads go
- Connecting leads with Holacracy Providers
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Accountabilities:
- Supporting licensees with administration of their client's GF accounts
- Testing GlassFrog regularly to find new bugs before customers do and submitting them.
- Notifying GF customers of scheduled maintenance periods
- Developing GF knowledge base and recommending changes for @Customer Support
- Developing support processes for resolving GF customer tensions at the request of @Customer Support
- Sending NPS surveys to GF customers and sharing feedback with @Product Vision and relevant roles
- Sharing GF usage data at the request of other roles
- Monitoring @Customer Support and @Product Support customer interactions, and offering information and feedback to improve the customer experience
- Notifying and updating GlassFrog users promptly about time-sensitive and usage-limiting issues via the GlassFrog Twitter account
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Accountabilities:
- Providing feedback to @Product Vision on GlassFrog needs
- Curating the Active Organizations list
- Adding and updating articles in the GlassFrog FAQ
- Integrating feedback from @Customer Experience to improve the customer experience
- Maintaining the CS Working Manual as a resource for @Customer Support
- Triaging and responding to inbound support inquiries from current and potential users via Freshdesk, the GlassFrog Twitter account, and the GlassFrog Live Chat feature
- Troubleshooting user-reported issues as needed
- Documenting reproduction attempts for bugs in Freshdesk, Pivotal Tracker, or #bugs-og
- Following up with downgraded GF customers and escalating to @Customer Success as needed
- Exporting and importing GlassFrog organizations on request
- Identifying tickets in which customers are requesting the identification or deletion of their personal data or the personal data within an organization and following the process laid out by @Privacy Compliance Coordinator
- Identifying and flagging tickets and bug reports that may indicate critical bugs, and shepherding them to timely resolution
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Habit Support Producer
Purpose:
Polished presentation of the Holacracy Habit Support Program content in GlassFrogAccountabilities:
- Tracking changes of Habit Support lessons to facilitate timely translation of lesson content
- Providing appropriate illustrations or accompanying images for Habit Support lessons
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Accountabilities:
- Notifying roles of API changes, and notifying @Customer Experience when a version of the API becomes deprecated and when it will be removed
- Informing @Customer Support, @Customer Experience, and @GlassFrog Marketing when releases of significant new functionality are scheduled and enacted
- Sharing relevant announcements, articles, and blog posts with @GlassFrog Marketing for possible inclusion in e-mail and social media campaigns
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Accountabilities:
- Setting up simulation accounts and doing related data entry needed for trainings upon external request
- Deactivating and archiving obsolete simulation accounts
Purpose:
Delight business line stakeholders with accurate, useful, and timely back-office support
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Accountabilities:
- Monitoring accounts receivable aging reports and collection efforts
- Collecting on past-due debts.
- Completing paperwork required by clients for completing payment upon request