Alec Harmon

• Selected as the CX leader to transition with the product through its spin-off and acquisition. Run omnichannel support and success as a solo department head for a platform of about 15,000 monthly active users.
• Configured and tuned Intercom Fin to an 89% resolution rate and 88% deflection rate (January to September), which is what lets one person cover the user base.
• Designed and shipped the AI systems listed under Selected Technical Builds: a customer success platform, onboarding and retention automation, an MCP server, and Fin tool middleware.
• Strategic data liaison to the C-suite: write SQL against the production read replica, and run billing operations, refund logic and revenue queries in Stripe Sigma and Maxio.
• Use Pendo and PostHog to advocate for UX fixes, and run weekly bug-triage standups with engineering (Jira, Linear, browser DevTools and network logs).
• Train customers on the full product in success meetings, including Atlas AI, the company's AI chief-of-staff product, and report bugs found in production.

• Directed global omnichannel support across three business lines: General Support, Implementer Support and Tech Support (EOS One).
• Deployed AI-driven self-service tools and workflows that cut first response time by 55%.
• Partnered with engineering on streamlined resolution paths that reduced resolution times by up to 85%.

• Built and directed global support operations for 30,000 accounts, scaling offshore BPO partnerships and internal teams in India and the Philippines.
• Managed up to 40+ technical support professionals.
• Redesigned bug-triage workflows and launched targeted email operations that reduced open tickets by 68% in 30 days.

• Directed omnichannel fulfillment across multiple locations, managing 35+ people and building division-wide leadership training programs.

Customer success platform (EOS One)

Internal customer journey and health platform on Vercel and Neon Postgres. Seventeen scheduled syncs join Stripe, PostHog, Intercom, Metabase (production app data) and feedback forms into one view per organization: MRR, seats, usage, NPS, CSAT and health. Multi-user, with per-person logins and permissions. 844 automated checks guard the program rules, permissions and data masking.

90-day customer success program

Trials enroll hourly. Each email is chosen from what that customer has and hasn't done yet, not from fixed dates, and Claude drafts it from the account's real activity. Every draft is human-reviewed before sending. Automatic sending is built, with per-org controls, and held back until the drafts are tuned. Live since September 2026.

Program analysis and measurement

Pulled the data from Metabase, defined what each field meant, and worked with Claude to compile and analyze it. Found that activation was split (some trials finished all four early milestones, many finished none) and that orgs holding a team meeting in the first 30 days converted at nearly twice the rate. Built a Program Results report that compares every email against a baseline replayed over the 13 weeks of trials before launch, and a weekly leadership Scorecard pushed to PostHog.

Retention monitoring

Health scoring weights survey scores by the person's role and how recent the score is. Flags declining usage, pending cancellations and NPS detractors. Claude drafts outreach from usage, NPS and recent Intercom conversations. Includes a phone-friendly queue for the CEO's outreach to cancelling accounts.

MCP server for the platform

A remote MCP server with OAuth 2.1 sign-in tied to company logins, permission rules, write actions behind three separate checks, customer emails masked in every answer, and every tool call audited. Works with Claude, ChatGPT and Grok. Available to all 8 employees, with adoption just starting.

Intercom Fin tool middleware

Gives Fin scoped, audited access to SendGrid to check email delivery status and clear bounces and blocks. It never clears spam reports, unsubscribes or invalid addresses; those go to a human, and the rule is hard-coded. Resolves after-hours tickets in minutes for a solo team with worldwide customers. Least-privilege API key and a full action log.

Customer feedback routing

Sends Intercom CSAT, PostHog NPS and form feedback to Roam, Google Sheets and the platform, and shows a teammate's call status in Roam.

Survey outreach automation

Gemini and Google Apps Script drafted personalized follow-ups to survey responses into my review queue. It was the foundation for the platform's outreach.

Tier Drop (prototype)

Multi-tenant AI knowledge-base platform on Next.js, Supabase and Gemini. Experts record a process on video, Gemini generates the article, and support agents use it through a Chrome side panel and Slack. Validated with prospects but not taken to market.

B.S. Business Management

Utah Valley University · Orem, UT

2020