Casey H.

Judge
DISC Type : Dc

Director of Customer Experience - Operations at NEOGOV

Greater Orlando, United States

Overview

Casey H. is the Director of Customer Experience - Operations at NEOGOV, where he leads strategy for a $235M GovTech SaaS portfolio. He specializes in enhancing customer journeys and operational efficiency through AI enablement, employee enablement, and tooling governance. He is a certified HDI Support Center Director.

A colleague described him as the "air traffic controller" of their team due to his relentless passion for solving customer problems.

Personality Overview

Features Driven

Fast But Wary

Generally Skeptic

They like to be in a position where they can control the conversation and terms.  They are not focused on building rapport and relationships. They like to act fast and expect others to do the same.

Topics They Care About

AI in CX
Leads strategy and execution for AI enablement, using AI-assisted workflows to reduce customer handling and resolution times by 15-20% while maintaining high satisfaction.
GovTech Operations
Focuses on building scalable operating models for the public sector, supporting over 8, 000 customers within a large GovTech SaaS portfolio.
Team Leadership
Actively hiring for his team and places a high value on team culture, morale, and recognizing the impact of long-term colleagues.

Media Appearances

Casey has no verified media appearances

Work History

2-2024
Director of Customer Experience - Operations at NEOGOV
1-2021 - 2-2024
Director of Customer Service at NEOGOV
6-2020 - 1-2021
Director Of Customer Service at PowerDMS by NEOGOV
5-2017 - 6-2020
Service Desk Manager at PowerDMS by NEOGOV
8-2015 - 5-2017
Customer Success Coordinator at PowerDMS by NEOGOV

Education

2004 - 2008
High School Diploma from Hernando High School

More Information

Social Presence :

Prographics :

Exp : 11 Location : Greater Orlando, United States Job Level : Mid-senior Designation : Director of Customer Experience - Operations at NEOGOV
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Insights For Selling To Casey

During A Call Or A Meeting

DO's

  • Objectively showcase the impact that your product creates
  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Do not hesitate from asking counter questions, just avoid challenging their authority
  • Do not spend too much time focusing on product tech or features
  • Do not back off when challenged, respond with a confident, objective answer instead

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Casey is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Casey

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Casey move?

  • They can take decisions very fast if you manage to convince them.
  • Can Casey take some risk or not?

  • The risks don’t matter much to them.

You And Casey

Personality Compatibility


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