Justin Chappell
About Justin Chappell
Justin Chappell is a Customer Success 'Growth Coach' at Catalyst Software, with extensive experience in customer experience roles across various companies. He has held leadership positions at Hyland, 6sense, and Sage, and possesses skills in Lean Six Sigma and customer self-service implementations.
Current Role at Catalyst Software
Justin Chappell serves as a Customer Success 'Growth Coach' at Catalyst Software since 2023. In this role, he focuses on enhancing customer success strategies and improving client interactions. His responsibilities include mentoring aspiring Customer Success Leaders through the Catalyst Coaching Corner program, which aims to develop skills essential for effective customer engagement.
Previous Experience at Hyland
Prior to his current position, Justin worked at Hyland as the AVP Global Customer Experience from 2019 to 2022. During his three years in this role, he was based in Atlanta, Georgia, where he contributed to the enhancement of customer experience initiatives and strategies.
Education and Expertise
Justin is currently pursuing an Associate's degree in Business at Bryant & Stratton College, a program he has been engaged in since 2005. He possesses skills in Lean Six Sigma, Salesforce.com, Gainsight, and Medallia, which are vital for implementing effective customer experience strategies and self-service options.
Career Background
Justin has a diverse career background with roles in various organizations. He has held positions such as Global Director of Customer Success at Sage and Ellucian, Director of Client Services at Smarsh, and Service Manager at GEICO. His experience spans over two decades, with a strong emphasis on customer success and experience management.
Achievements in Customer Experience
Justin is recognized for his ability to deliver exceptional customer interactions that enhance Net Promoter Scores. He has a proven track record of transforming contact centers into profit centers, demonstrating a commitment to financial efficiency in customer service operations. His leadership in customer success initiatives reflects a strong focus on customer satisfaction and loyalty.