Edgenet Elevates Customer Support Program with New Director
Lisa East, former client services support and contracts manager at Qualifacts, assumes role of Director of Customer Support at Edgenet
Our customers are our focus, and they deserve quality information and personal interactions each and every time they need support. Lisa, as her experience shows, is experienced and effective at making this happen.
Edgenet, a Nashville-based Software as a Service (SaaS) company that was one of the first to embrace the cloud for hardline product data management, announced today that it has welcomed Lisa East as its Director of Customer Support.
The announcement marks yet another development in Edgenet’s expanding customer-centric business philosophy. Earlier this year, the company launched Edgenet Academy, a training program designed to help customers learn and adopt best practices for using its technology. And in March, Edgenet welcomed Rick Jess as its first Customer Experience Executive.
As Director of Customer Support, East will oversee the strategic planning and execution of all customer support and call center operations. Her role will have a tactical emphasis on customer care, quality management and workforce planning. East will be responsible for providing high-quality services while meeting service level agreements; developing service procedures, policies and standards; continuously improving call performance and department efficiencies; and identifying trends and implementing any necessary or corrective actions.
East joins Edgenet with a significant background in customer service and customer support team management after spending six-and-a-half years at Qualifacts, an SaaS and electronic health records (EHR) software company for the behavioral health and human services markets. Initially a client services support analyst, East moved her way through the Qualifacts client services department into a role as team lead and then as client services support manager – her last role with Qualifacts was as contracts manager.
“Our customers are our focus, and they deserve quality information and personal interactions each and every time they need support. Lisa, as her experience shows, is experienced and effective at making this happen,” said Steve Proctor, CEO of Edgenet. “And already having software experience, she has a thorough understanding of how to approach technology-specific support issues, which is a huge advantage to our customers. We are excited to have Lisa join our team.”
East received a bachelor’s degree in business administration from Appalachian State University and has more than 20 years of progressive experience in team and account management, strategic planning, customer support and sales. Before her time at Qualifacts, East worked in health-related sales and managed health services teams.
A Nashville-based company with a divisional office in Milwaukee, Wis., Edgenet is a Software as a Service (SaaS) company that provides retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Edgenet’s Product Content Cloud (PCc), Made-to-Order (m2o) and Outdoor Projects (OdP) solutions help manufacturers, brands and retailers sell easier and sell more across all channels, anywhere, on any device, at any time. For more information, visit Edgenet.com.
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