Collin Murray

Observer
DISC Type : ci

Head of Support at Mercury

Madison, Wisconsin, United States

Overview

Collin Murray is the Head of Support at Mercury, leveraging his extensive experience in customer experience from director-level roles at Zendesk. An alumnus of the University of Wisconsin-Platteville, he is a Certified Incident Responder specializing in scaling support operations and managing escalations.

After nine months of building and collaboration, he successfully rolled out a new messaging feature to 100% of Mercurys customers to make support more responsive.

Personality Overview

Curious

Example Seeker

Value Driven

They often ask many questions and rely heavily on information and documentation.  They are generally strong communicators and are not easy to convince. They can sound friendly and charming but can quickly change gears to become inquisitive and probing.

Topics They Care About

Customer Support Innovation
He recently led the launch of a new real-time messaging feature for all Mercury customers, focusing on creating a more intuitive and responsive support experience.
CX Leadership
Holds a Zendesk Accelerate Leadership certification and has a background as Director of CX Service Desk, focusing on high-level customer support strategy.
Incident & Escalation Management
He is a Certified Incident Responder and previously led incident and escalations teams at Zendesk, showing deep expertise in handling critical customer issues.

Media Appearances

Collin has no verified media appearances

Work History

1-2024
Head of Support at Mercury
8-2023 - 1-2024
Director, CX Service Desk at Zendesk
3-2022 - 8-2023
Director, Advocacy Incident and Escalations at Zendesk
1-2019 - 3-2022
Senior Manager, Incident and Escalations Management at Zendesk
6-2013 - 12-2013
Employment Specialist Intern - Colony Brands, Inc. at Colony Brands, Inc.

Education

2011 - 2013
Bachelor of Business Administration (BBA) from University of Wisconsin-Platteville
2008 - 2011
Associate's degree from Madison Area Technical College

More Information

Social Presence :

Prographics :

Exp : 9 Location : Madison, Wisconsin, United States Job Level : Mid-senior Designation : Head of Support at Mercury
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Insights For Selling To Collin

During A Call Or A Meeting

DO's

  • Share testimonials from known people and give multiple examples of product value
  • Use phrases like ‘clear proof that’, ‘data shows’ etc.
  • Ask them questions to understand their needs better while staying affable

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t brush off any concerns, take all questions seriously
  • Avoid making offhand commitments

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Collin is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Collin

  • They are practical yet friendly, don’t expect a clear no very often.

Insights For Deal Planning

    How fast (or slow) will Collin move?

  • They like to analyze well and then make their decisions.
  • Can Collin take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Collin

Personality Compatibility


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