Nick Grimm

Dynamic Customer Support Manager with a 15+ year record of accomplishment in spearheading customer satisfaction and service excellence through effective operations management and cross-functional team leadership. Proficient at using analytical skills and customer relationship management (CRM) strategies to elevate customer service and contact center performance. Tenacious in customer retention methodologies, leading to substantial customer experience improvements and business process enhancement to meet and exceed challenging KPIs.

With over 16 years of experience in customer service and support, I am a passionate and driven leader who strives to deliver exceptional results and exceed customer expectations. My field of expertise is SAP Electronic Data Interchange (EDI), which enables me to provide efficient and effective solutions to complex technical issues. I seek new opportunities to leverage my skills and experience in a dynamic, innovative organization that values customer success, collaboration, and continuous improvement. In my most recent role as a Technical Support Manager at Serenic Software, I managed a remote support team of twelve employees, expanded productivity by 25%, and decreased customer complaints by 40% in 6 months. I also improved customer satisfaction surveys, resulting in a 20% higher response rate, 8% lower churn, and 13% more positive survey opportunities. I developed detailed reports analyzing customer service performance metrics trends, measuring higher than 30% in response and resolution times and having resolved 18% more client interactions within the first call. Furthermore, I crafted standard operating procedures for handling distinct inquiries from customers, reducing escalations by 25%, increasing customer satisfaction by 15%, and boosting cross-sell/upsell. Some of the skills I used and enhanced in this role include customer success, SAP EDI, and Contentful.

In 2003, I received my Bachelor of Science in Business Administration focusing on Business Management from the University of Northern Colorado. Recently, I have begun pursuing my MBA with a concentration in Strategic Management from Metro State University in Denver. I anticipate graduating in May of 2026.