Keith McCord

Inquirer
DISC Type : dc

Director, Customer Support at Roadie

New York City Metropolitan Area, United States

Overview

Keith is a customer experience leader and the current Director of Customer Support at Roadie. He has a track record of building and scaling support operations, notably growing a team from 8 to over 350 people at Capsule. He holds an MBA from New Jersey City University and is described as passionate and driven.

Outside of work, Keith is a musician who writes and records music for his rock band, "Sci Fi Book Club. " He is a strong supporter of creative professionals, actively promoting his wifes digital design company and providing pro bono consulting for an independent film company.

When not leading customer support operations, hes the guitarist and vocalist for his band, which released a full album.

Personality Overview

Hard To Convince

ROI Conscious

Upfront

They don’t always try to control the conversation but neither do they like yielding it fully.  They respond well to confident salespeople. They care equally about the product and its potential impact.

Topics They Care About

Scaling CX Teams
He has extensive experience scaling customer experience teams, having grown one department from 8 to over 350 associates across 27 states while improving key performance metrics.
Contact Center Operations
He built a remote customer experience operation from the ground up, implementing a Genesys Cloud CRM/IVR platform to support omni-channel communication and establishing all workflows.
People Management
Recommendations highlight his passion for developing direct reports and motivating teams, with a focus on providing guidance and patience to foster professional growth.

Media Appearances

Keith has no verified media appearances

Work History

2-2024
Director, Customer Support at Roadie
6-2022 - 2-2024
Director, Customer Experience at Mojo
5-2021 - 6-2022
Director of Pharmacy Experience at Capsule
4-2021
Director, Sales & Marketing at Narrow Bridge Films Inc
2-2018 - 5-2021
Sr. Manager of Pharmacy Experience at Capsule

Education

2015 - 2017
Master of Business Administration (MBA) from New Jersey City University
2009 - 2012
Bachelor of Science from New Jersey City University

More Information

Social Presence :

Prographics :

Exp : 24 Location : New York City Metropolitan Area, United States Job Level : Mid-senior Designation : Director, Customer Support at Roadie
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Insights For Selling To Keith

During A Call Or A Meeting

DO's

  • Refer to testimonials from others in similar positions
  • Make sure that you you respond to any queries from them quickly
  • Get to the point quickly instead of spending too much time on pleasantries

DONT's

  • Don’t try to be an alpha salesperson, give them equal space
  • Avoid long winding pitches, stay objective
  • Don’t expect them to change their mind quickly if they say no once

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Keith is

  • Confidence in the product plays an important role, followed by powerful testimonials.
  • Will you ever get a clear answer from Keith

  • They might hesitate a little, but they will say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Keith move?

  • They are neither the fastest decision makers nor the slowest.
  • Can Keith take some risk or not?

  • Once they have analyzed the pros and cons, they can take some risks.

You And Keith

Personality Compatibility


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