Strategy Ladders

Simply put, Strategy Ladders frees founders from their business so they can enjoy the life that motivated them to build their business.

We help founders of agencies, consultancies, and B2B service businesses scale and remove themselves from sales, operations, management, and leadership.

If you're tired of feeling stuck or are not experiencing at least 200% year-over-year growth, we need to talk.

The Strategy Ladder System will get you UNSTUCK. You'll develop a bullet-proof strategy that grows with your business, streamlines operations, scales your revenue, and sets your business up to continue to grow without you.

The Strategy Ladder System doesn't just change your business. It will transform YOU. You'll undergo a mental reset that frees you from the anxiety and beliefs that tie you to the day-to-day in your business. You're the leader of your business - if you don't change, your business never will.

The Strategy Ladder System has worked for over 1000 entrepreneurs, delivering & implementing strategies that have:

💥 Scaled an agency from $150k to $4mil ARR in 10 months

💥 Increased a digital marketing agency’s productivity levels by over 450%, dramatically increasing profitability

💥 Streamlined a SaaS product’s roadmap, reducing development costs by 45% while increasing execution speed by over 25%.

💥 Developed and executing a repositioning strategy that landed a web development agency a long-term contract with a Fortune 100 company

💥 Repositioned of an app development agency that grew recurring revenue from 2% to over 50% of total revenue within three month

💥 Built a sales organization of 65 sales people in two years

💥 Orchestrated & executed a legal & and business strategy that lead to a sale of key assets of a SaaS platform for a significant premium over the market value of the company

Strategic Advisor

Catalyst Crew

At Catalyst Crew, we redefine what it means to be a successful entrepreneur in today's world. 

It's not just about profit margins and market share—it's about creating a legacy that includes a thriving business and a fulfilling family life. We're here to guide you from feeling trapped by your business to embracing the freedom you dreamed of when you first started. 

--> Our mission is clear: We help you scale your business & reclaim your time so you can go do your most important job first. 

How We Make It Happen is Simple:

--> Customized Systems and Strategies
--> Mindset and Accountability

The Impact:

Joining Catalyst Crew means joining a community of entrepreneurs who are proving every day that you can scale your business and be present for the moments that matter. 

Your Next Step:

Schedule a call and start your transformation into a parentpreneur today.

DM me or copy/past my calendly link:

https://calendly.com/catalystcrew/parentpreneur

Founder | Entrepreneur Strategy & Performance Coach

3-Point Recruiting LLC

Co-Founded 3-Point Recruiting and grew the organization:
— From $0 to $17MM+ in annual revenue
— 25+ employees
— 3 locations (Denver, Tampa & Scottsdale)
— 50+ clients served
— Thousands of successful candidate placements.

Co-Founder & Partner

Pro Athlete Advantage

Head of Business Development for Pro Athlete Advantage (Laid off due to COVID)

Director Of Business Development

The High Performance School

Head of Corporate Development for the High Performance School (Laid of due to COVID)

Head Of Corporate Development

Beacon Hill Staffing Group

We are Healthcare Revenue Cycle and Administration experts - assisting our clients in navigating the turbulent and competitive healthcare market in regards to talent acquisition and staffing models.  We are trusted by major health systems, mid-market, and private practices in identifying talent to assist in their growth goals.  

We are effective in identifying the following roles from Associate level to Director Level

•	 Revenue Cycle - Front end processes:  Admissions/Intake, Medical Billing, Medical Coding, Charge Entry, Patient Financial Counseling
•	 Revenue Cycle - Back-end processes: Insurance Representatives, A/R, Patient Collections, Bad Debt, Self-Pay
•	 Utilization Review, Chart Audits
•	 Patient Scheduling, Surgery Scheduling
•	 Revenue Cycle Analysts
•	 Revenue Cycle Project Managers

My clients consistently grade us highly in our successful placement percentage as well as the customer service that we provide.  I'm happy to provide client references upon request - Message me for a quote

Senior AE - Healthcare Revenue Cycle Management

AE - Beacon Hill Financial - Healthcare Revenue Cycle Management

Robert Half

Division Director - Accountemps

As a Staffing Manager with OfficeTeam, a leading global provider of highly skilled administrative professionals on a temporary and temporary-to-full-time basis, I take the time to understand the unique needs and office culture of the businesses I serve.  Then, I carefully select professionals with skills, work styles and career goals that best align with those organizations.

I also develop and grow a client base by marketing our services for temporary and/or temporary-to-full-time staffing solutions; marketing to clients via telephone as well as conducting in-person meetings with key manager to senior-level executives, for the purpose of marketing our services to prospective clients and building on existing client relationships; participating in local trade association and networking events to increase OfficeTeam's presence in the local business community.

Staffing Manager

Medix™

As one of the fastest growing staffing firms, Medix provides recruitment and staffing services to clients representing a variety of industries. Currently, our staffing verticals include placing qualified professionals from our Professional Services, Life Sciences, Healthcare and Information Technology divisions. 

 We have earned our reputation as an industry leader by providing unsurpassed customer service and top quality professionals to our clients. 

 Our brand promise: Anticipating Needs. Exceeding Expectations. focuses our efforts to assist clients staffing a temporary need, a seasonal spike in their business cycle or when using Medix to augment their staff on a contract, contract-to-hire or direct hire placement basis. Medix has the expertise and dedication to provide them with top industry professionals to timely and effectively secure their staffing needs. We are also extremely dedicated to our candidates in providing them the best advice, support and direction during their job search with Medix.

Account Executive/Senior Recruiter

Larry H. Miller Dealerships

Sales Associate

Epilog

Purchasing Agent

My LevelUp LifeMap™️ turns Burnt-out Leaders & Entrepreneurs into unstoppable Dragon Slayers who scale their business, win back their time and shatter their glass ceilings in both business & life | Girl-Dad | SoberLife

89% of businesses can't survive without the founder for daily ops...yikes

I read this as ...9/10 founders haven't found freedom. Is this you? If yes, keep reading

You play a critical role in:

😒 Guiding client strategy

😧Driving Revenue

😖Managing service delivery

When was the last time you took off for two weeks and unplugged??? Without feeling PARANOID that it is all gonna fall apart?

I get it. I've been there too!

❌ You’re frustrated that your team can’t run your business without you.

❌ You continue to pivot, but nothing seems to stick

❌ Your business is preventing you from living your dream life.

❌ Another year of anemic growth and you’ll pull your hair out!

It doesn't have to be this way!

You know this. You just don't know how to get there.

You’re in luck. We've built a system that will level-up your business, shift your mindset, and deliver MASSIVE improvements in operations, revenue, and your quality of life.

All delivered by experienced entrepreneurs who have all built 8-Figure businesses themselves

Are you ready for:

✅ OWNING a businesses instead of operating one 💪

✅ Crystal clarity on how to put your business to work for you 💎

✅ Overcoming the anxiety keeping you chained inside your business ⛓ (the thinking that got you here will KEEP you there!)

✅ A growth SYSTEM that pours rocket fuel into your business 🚀

Are you tired of small, incremental improvements? Are you ready to make a REAL change in your business and life?

Then let's talk.
One more thing: WE are NOT corporate. We won’t make you corporate. We challenge convention and we will challenge YOU.

🪜 Visit www.strategyladders.com to schedule a call and learn how we can catapult your business in just 90 days.

https://calendly.com/austin-moore-strategy-ladders/30min

Austin Moore

Joseph Huisman

Director of Customer Support

Independent Consulting

Swoogo

Supervised a team of 17 individuals, including 11 customer support, 4 product enablement, and 2 customer success professionals by measuring performance and encouraging open communication. Managed operating expenses of $3M annually by regularly monitoring and tracking all expenses and identifying the key cost drivers.

Highlights of accomplishments in this role include:

➥ Facilitated team in overseeing 450 tickets a week, providing a solution or qualified first response to the issue within 10 minutes vs 15 minutes SLA, closing tickets in half the 2-day SLA target, and resolving the issue in four hours and less on average.

➥ Created critical metrics and reports to formulate performance baseline and pinpoint trends and leveraged the data for enablement training focused on customer pain points, slashing ticket creations by 25% in 6 months.

➥ Built and led a successful customer experience for SaaS event management software organization

➥ Achieved improved customer satisfaction and retention, as well as driving growth and profitability through broad global perspective and industry knowledge

➥ Developed and implemented a scalable 24/7 support model resulting in a 99.7% positive customer satisfaction rating, reflecting a 20% organic growth of new business coming from referrals

➥ Defined tiers and escalation procedures using Zendesk, resulting in an increase in team efficiency, including reduced time to close and quicker response times

➥ Implemented a comprehensive career ladder and development model for the Customer Experience department, provided tailored opportunities for skill-building, mentoring, and professional growth, empowering individuals at all levels of the organization to reach their full potential and achieve career goals

➥ Designed and implemented a revenue generating, premium support model to provide high-value support services to our enterprise clients

Senior Director, Customer Experience – SaaS Event Management Tech

Procare Software

Spearheaded post-merger/acquisition integration of customer support for four product lines that used independent ticketing and phone solutions to one solution by revamping processes, writing SOPs, creating playbooks, and aligning four separate teams into one department over the course of 8 months.

Highlights of accomplishments in this role include:

➥ Directed a 50-member customer support team responsible for supporting four product lines, and optimized workflows for increased efficiency and high customer satisfaction, resulting in a high-performance team consistently meeting/exceeding performance goals

➥ Deployed new processes and tools to eliminate bottlenecks and optimize tasks, decreasing call hold times by 60% and elevating efficiency across the support department by 35%.

➥ Consolidated 4 independent teams into one department which included products, ticketing systems, and phone systems, consolidated into one team, and one set of tools

    o	Reviewed and selected technology in collaboration with consultants; defined requirements in collaboration with Project Managers; designed test plans and executed; gathered requirements from all internal stakeholders

    o	Created internal processes for call transfers; created a consistent support experience for all customers of all product lines

    o	Successful results included quicker response and resolution times for customers; saved costs by reducing need for additional head count; increased Customer Satisfaction by 40%, and supplied metrics across the department to support projections and planning

➥ Managed a rapid and successful transition to a remote customer support work model during the COVID-19 pandemic

➥ Led the customer experience department in migrating to Salesforce Service Cloud in sync with a broader company initiative by defining requirements, executing test cases, mentoring and training 80 employees (including 30 outside of the department), and working with consultants.

Director, Customer Support - SaaS

SyncHR

Oversaw 4 CSMs/10 customer support professionals to create a functional/efficient workplace by capitalizing on employee strengths.

Highlights of accomplishments in this role include:

➥ Managed a cross-functional team of Solution Support Specialists and Customer Success Managers located in both the US and Bulgaria

➥ Ensured service delivery, fostered innovation, and consistently exceeded performance metrics and goals, which drove business growth and maximized customer satisfaction

➥ Assumed responsibility for an underperforming, dissatisfied team and led them to be one of the highest performing teams in the company more than doubling the team’s efficiency, while increasing Customer Satisfaction scores by 40%

➥ Instituted Net Promoter surveys to gauge customer satisfaction, measure loyalty, and identify opportunities for improvement while driving a 37% improvement over the first year.

➥ Formulated an optimization review process to foster a culture of continuous improvement and mitigate risks, leading to a 65% reduction in support ticket volume for at-risk, high-profile customers.

➥ Reworked Freshdesk ticketing system to implement efficient workflows, which decreased response times by 80%

➥ Implemented customer transition model for new implementations resulting in a 55% increase in Net Promoter Scores and 50% decrease in Support Requests when new customers go live

Director, Customer Care, (SaaS Human Capital Management software)

Pacific Metrics

Built the organizational infrastructure within three months by hiring and training a 7-person support team, designing a ticketing system for all customer support processes, and deploying a phone system.

Highlights of accomplishments in this role include:

➥ Developed and launched a client services function for K-12 education, delivering excellent customer service and technical support for users administering over 2 million assessments annually, using innovative technologies and best practices, and established the function as a key driver of customer satisfaction, retention, and growth

➥ Conceptualized, implemented, and managed a training function to educate clients and internal employees through the provision of live training, webinars, and on-demand tutorials

➥ Implemented Salesforce CRM to centralize customer data and gain real-time data insights, monitoring 500+ support requests weekly across multiple products with differing service level agreements.

Manager, Client Services, (SaaS-based assessments for K-12 education)

VMware

Carried out various duties, including managing projects and working closely with business analysts and product management teams for designing and examining requirements concerning new product features.

Highlights of accomplishments in this role include:

➥ Spearheaded a global team of 30 Customer Success Managers by delegating tasks effectively, surpassing $18M in annual recurring revenue through client renewals.

➥ Provided client renewals, consistently exceeding target goal of $12M in Annual Recurring Revenue

➥ Managed projects, working closely with Business Analysts and Product Management teams in the design and review of requirements related to new product features and coordinated training efforts as new functionality was released

➥ Established a new team structure to improve customer experience, leading to a 150% increase in adoption rates for trial customers.

➥ Collaborated with cloud architects to resolve complex implementations and develop strategies for unique customer use cases

Senior Manager, Customer Success Team

➥ Led a global team of technical support engineers providing follow the sun product support for more than 4K customer accounts

➥ Managed high-caliber projects including a new company integration, the implementation of customer satisfaction program, and the implementation and administration of Salesforce CRM

➥ Mapped out a career development plan for team members and successfully placed team of 17 employees into new positions after company divestiture

➥ Designed and provided weekly reports to senior manager highlighting important trends and KPIs

➥ Collaborated with the Director of Engineering in overseeing the development team to ensure that customer feedback and feature requests were properly prioritized for future releases

Manager, Technical Support

Shavlik Technologies

➥ Assisted Tier I and II teams on complex customer issues and took ownership of customer escalations and at-risk customers when needed 

➥ Resolved over 20 support requests daily while maintaining a personal customer satisfaction rating of 95% or higher

➥ Liaised between the escalation team and customer to resolve issues beyond the scope of level two support

➥ Designed and conducted training webinars for new users including advanced training for experienced users with focus on security needs

➥ Assisted with defect reporting and troubleshooting to help resolve software and data issues

➥ Handled level III support issues for OEMs, including SDK implementation and rebranding

➥ Worked with product development team to ensure prioritize and implement feature requests and enhancements based on customer demands

➥ Managed escalated issues from internal level II technicians

Level III Technical Support Specialist/OEM Support Specialist

Sorna Corporation

Technical Support Representative

Helping Companies Deliver High Touch Customer Support | Senior Director, Customer Experience | Product Enablement | Scalable Solution Delivery | Revenue Optimization

I am a strategic executive with over 15 years of experience improving customer experience, enhancing customer adoption, leading teams, and expediting user experience.  

What makes me stand out is my ability to evaluate consumer insights to drive the creation of strategy and establish a scalable customer support organizational structure for a rapidly growing customer base. I am known for my innovative mindset, ability to take a fresh approach, and being extremely self-motivated, which has resulted in designing the vision for the customer experience across all touchpoints while aligning the organization’s tactics with customer needs.

As a dedicated mentor and compassionate leader, I have supervised teams to meet defined requirements and drive smooth project-related operations. I strive to provide value as a company resource by organizing departments, administering budgets, and fulfilling stakeholders’ needs.

A few of my career highlights include:

➥ Established a high-functioning and successful customer support team by setting clear Key Performance Indicators (KPIs) and goals, accomplishing three consecutive quarters with 100%  positive Customer Satisfaction (CSAT) as a Senior Director, Customer Experience – SaaS Event Management Tech.

➥ Highlighted tiers and escalation procedures to streamline the efficiency of customer support operations by 30% utilizing Zendesk, reducing response time by 50% and time to close by 30% in 6 months within Swoogo.

➥ Implemented new processes and tools to eliminate bottlenecks and optimize tasks, decreasing call hold times by 60% and elevating efficiency across the support department by 35% as a Director, Customer Support – SaaS.

“[Customer experience isn’t an expense. Managing customer experience bolsters your brand.]”– Stan Phelps 

Core Competencies 

➥ Broad Management Practices
➥ Budget Control 
➥ Complex Problem Solving
➥ Continuous Improvement
➥ CRM Administration
➥ Customer Service/Customer Success/Customer/Software Support
➥ Incident Management
➥ Key Performance Indicators
➥ Operations Management 
➥ Product Enablement
➥ Staff Management/Staff Development
➥ Stakeholder Relationships 
➥ Strategic Direction
➥ Systems Management 
➥ Team Building/Development/Leadership 
➥ Training/Coaching/Feedback/Delivery
➥ Communication Excellence
➥ Cross-functional Team Leadership 
➥ Customer Advocacy 
➥ Customer Experience Improvement
➥ Customer Success 
➥ Department Planning 
➥ Employee Engagement 
➥ Escalation Management 
➥ Policy Development 
➥ Process Improvement 
➥ Project Management 
➥ Team Building
➥ Troubleshooting

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The Battle

Austin Moore

Joseph Huisman

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