1. LYNN KAPLAN
CUSTOMER SUPPORT AND SUCCESS Cupertino, CA | (415) 652-1714 | lynn@kaplans.com
Engineering, sales, market development, product/operations support, and customer success experience.
Calm and results-driven startup veteran skilled at managing customer expectations, projects, and
products through every phase of the product life cycle.
EXPERIENCE
MAGTOGO, LLC San Francisco, CA 2009-Present
SaaS solution to design, build and deploy business conference apps across desktop and mobile platforms (native iOS,
Android, Blackberry and HTML5 web-based)
Customer Success and Support Manager
● Select account ownership, driving sales and adoption
● Onboard and train new customers to use SaaS platform
● Created and automated customer onboarding process to ensure accuracy, scalability, and seamless
handoff to Operations: developed timelines and project flow, authored ‘help’ pages, and established
support levels and expectations with new accounts
● Expand product footprint in customer accounts by networking across teams and inspiring the
customer with use cases and creative use of the product
● Strengthen customer relationships, improve retention and secure contract renewals through
proactive communication and multi-level engagement
● First level technical support, including service on-call, direct troubleshooting with customers,
performing QA and version/update confirmation tasks, managing escalations and customer
communications
● Provide Operations and Product Support by overseeing daily operations data, including bugs, field
failures, and customer tickets; set priorities with technical team and manage customer expectations
● Provide voice of the customer to internal teams, advocating for resources and influencing the product
roadmap and future releases
● Developed procedures and transitioned customers from email/phone support to ticket system (Trac)
Sales Development
● Created market introduction plan for new product launch in a startup business
● Identified prospective customers, initiated cold contact and closed new business
● Conducted online demos with WebEx, GoToMeeting, Skype and Join.me
● Established use of CRM tool (Salesforce) to track and plan account engagement
CONTRACT San Francisco, CA 1998-2008
Project Manager Real Estate Development
● Managed residential and condominium conversion projects. Responsible for permits and building
plans, demolition, hiring subcontractors, and budget management
Recruiter CSG Financial Advisors
● In-house, complete search and recruitment for administrative and business positions
Market Researcher SurveyVisions
● Conducted market research through cold calls and networking for new VoIP survey tool
2. CONCEPT CORPORATION San Francisco, CA 1990-1997
Industry-specific search firm focused on the polymers and packaging materials sectors of the chemicals industry
Director
● Conducted full search and recruitment process for mid- and senior-level business and technical
positions. Customers included Monsanto Chemical, BF Goodrich, Exxon Chemical, Owens-Corning
UNION CARBIDE CORPORATION 1981-1990
Fortune 500 producer of chemicals and polymers
Project Manager, Unison Transformer Services Pleasanton, CA
● Managed field operations for removing hazardous cooling chemicals (mineral oil, polychlorinated
biphenyls, silicone) from customer electrical power equipment in light industrial environments
● Ensured safety of field technicians, following DOT and EPA regulations during transport and storage.
Customers included copper mines, nuclear power plants, and municipalities
Sales Representative San Francisco, CA
● Sold high-performance engineering polymers (raw materials) into specialty applications.
Developmental, high-touch sales process, including educating customers on physical and chemical
properties of raw material for desired end-use, part design and manufacturing constraints
● In addition to closing sales contracts with purchasing agents, position required interactions with:
Customer technical staff (engineers)
Customer polymer processing operations (3rd party vendor)
Internal team of material scientists and chemists
Electrical Engineer Charleston, WV
● Supervised high voltage power generation and distribution system in a chemical manufacturing
plant; responsible for repairs, maintenance, and installation of electrical equipment
EDUCATION
Bachelor of Science, Electrical Engineering
WEST VIRGINIA UNIVERSITY INSTITUTE OF TECHNOLOGY | Montgomery, WV
VOLUNTEER LEADERSHIP
Jack & Jill of America, Inc, San Francisco Chapter 2003-Present
Member & Officer
● Non-profit organization dedicated to developing leadership in children
Friends of The Company San Francisco, CA 1997-Present
Founding Member & Officer, Board of Directors
● Non-profit organization providing financial support for a free full-spectrum teen musical theatre program
San Francisco Day School San Francisco, CA 2003-2009
Member, Board of Trustees
● K-8 co-educational, independent school founded in 1978
