Heidi Henry
St Paul
Summary
Experienced Customer Success Leader with over a decade in youth sports technology, specializing in swimming administration platforms. Led high-performing support teams and delivered exceptional service to VIP clients. Focused on empowering coaches, parents, and administrators by transforming complex technical systems into reliable solutions that enhance club operations.
Overview
14
14
years of professional experience
Work History
Team Lead – Motion Customer Success
SportsEngine
01.2015 - 01.2026
- Lead and mentored the Motion Customer Success team, acting as the primary Subject Matter Expert for the entire Motion platform
- Provided Tier2 support, troubleshooting technical anomalies and managing escalations from team coaches, administrators, and parents.
- Liaised across Customer Success, Account Management, Finance, Sales, and Development teams to streamline product fixes, financial tasks, and platform improvements
- Provided front-line support for VIP clients, delivering top-tier, white glove service to high-value accounts
- Developed and facilitated training programs for team members to enhance product knowledge and streamline support queues
Technical Support Representative II
Bend Broadband
Bend, OR
01.2014 - 01.2015
- Demonstrated technical troubleshooting and customer service skills, earning recognition from peers and senior leadership
- Received company-wide recognition in an executive presentation for achieving top customer satisfaction ranking across support team
Technical Support Senior Advisor
Ibex Global
Bend, OR
01.2012 - 01.2014
- Acted as the designated escalation point for highly complex technical anomalies and high-stress customer situations, consistently resolving issues to a positive conclusion.
- Shattered company records by maintaining a perfect, 13-month streak with zero negative customer satisfaction surveys while handling high-volume queues
Skills
- Employee training
- Technical Support
- Employee development
- Customer relationship management
- Team Leadership
- Interdepartmental Liaison
Timeline
Team Lead – Motion Customer Success
SportsEngine
01.2015 - 01.2026
Technical Support Representative II
Bend Broadband
01.2014 - 01.2015
Technical Support Senior Advisor
Ibex Global
01.2012 - 01.2014