Director · Technical Support & Customer Success

Jennica
Evans

Transforming Customer Experience Through Scalable Operations & Team Excellence

Loganville, GA 770-695-6217 Jcevans13@gmail.com
10+
Years Leading Teams
97%
SLA Compliance
27%
Faster Onboarding
77%
Faster Resolution
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01 — About

Profile

Results-driven Technical Support Director with 10+ years leading high-performing teams in logistics technology and SaaS environments. Proven expertise in building scalable support operations, driving customer onboarding success, and aligning technical service delivery with business outcomes. Deep hands-on knowledge of WMS/OMS platforms and cross-functional collaboration with Product and Engineering.

02 — Career

Experience

02/2021 — Present
Ware2Go
A UPS Company
Atlanta, GA

Sr. Director, Customer Onboarding, Application Support & Consulting

  • Built and scaled the Application Support and Consulting teams from the ground up, growing to 12 engineers supporting 10+ warehouse locations nationwide.
  • Improved customer onboarding time by 27% through structured onboarding processes, client success playbooks, and product adoption frameworks.
  • Served as SME for Ware2Go's proprietary WMS, OMS, and integrated logistics platforms; primary escalation point for high-impact technical issues across the warehouse network.
  • Drove SLA compliance to 97% by monitoring team performance metrics and ensuring timely ticket resolution.
  • Collaborated with Product and Engineering on system enhancements, UAT oversight, and release planning to minimize operational disruption.
  • Achieved a CSAT score of 76, advocating cross-functionally for client needs and contributing to a continuous improvement feedback loop.
  • Recruited, mentored, and developed high-performing team members, fostering a culture of accountability and continuous learning.
11/2020 — 02/2021
Shedavi LLC
Remote
Contract

Sr. Customer Care Manager

  • Managed day-to-day operations and provided leadership and direction to the Technical Support team, ensuring issues were accurately logged, prioritized, and resolved within SLA.
  • Defined and tracked KPIs including response and resolution time; reduced average resolution time by 77% through targeted process improvements.
  • Maintained a knowledge base of known issues; proactively identified recurring issues and surfaced feedback to Product and Sales teams.
  • Managed social media inquiries, fulfillment issues, and escalations; prepared executive-level reports for the CEO.
02/2020 — 11/2020
Merchant E
Remote
Contract

Sr. Customer Care Manager

  • Assessed and redesigned customer service standards for a fast-growing startup, establishing team culture, performance benchmarks, and executive reporting cadence.
  • Collaborated cross-functionally to strengthen client relationships, align teams with company directives, and leverage technology to improve performance.
  • Leveraged analytics to identify efficiency opportunities, reducing operational costs by 75% and contributing to revenue growth.
10/2018 — 11/2019
NCR Silver

Customer Success Director

  • Led a team of 9 Customer Success Managers, setting strategy and OKRs; increased renewal rates by 29% and improved CSAT.
  • Defined metrics and success criteria for the Customer Success function, owning outcomes including satisfaction, product adoption, renewals, and operational efficiency.
  • Developed scalable success plans, processes, and playbooks; collaborated with Sales, Marketing, Product, and Engineering to address churn risks and improve retention.
  • Maintained call accuracy of at least 94% across answered and resolved interactions.
03/2016 — 10/2018
NCR Silver

Customer Success Manager

  • Led a team of Incident & Crisis Managers responsible for engaging and prioritizing stakeholders during Major Incident events globally.
  • Managed resource scheduling to ensure continuous MI and Crisis event handling coverage; established KPI measurements and data reporting aligned to service objectives.
  • Onboarded and trained over 50 team members in service standards and operational processes, strengthening team consistency and performance.
03 — Skills

Expertise

Leadership
Team Building & Development
Recruiting, mentoring, and scaling high-performance support and success teams. Fostering accountability cultures through clear KPIs and continuous feedback loops.
Operations
Scalable Process Design
Designing repeatable, data-driven support frameworks, onboarding playbooks, and SLA governance models that grow with the business.
Technology
WMS / OMS Platforms
Deep subject matter expertise in Warehouse and Order Management Systems. Cross-functional collaboration with Product and Engineering on enhancements and UAT.
Customer
Onboarding & Retention
Driving product adoption, reducing time-to-value, and building consulting relationships that increase CSAT, renewals, and long-term client loyalty.
Analytics
Data-Driven Decisions
Defining and tracking KPIs across response time, resolution time, CSAT, and SLA compliance. Transforming metrics into strategic action.
Strategy
Cross-Functional Alignment
Serving as the voice of the customer across Sales, Marketing, Product, and Engineering to influence roadmaps and reduce churn.
04 — Background

Education

Master of Science
Cyber Security
Southern New Hampshire University
Bachelor of Science
Information Technology
Armstrong Atlantic State University
Savannah, GA
Information Technology with Applications Information Technology with Programming HDI Manager Certification