Daniel Wixon VP Customer Support, Unitrends

Unitrends, Inc. announced Daniel Wixon as the company’s new VP of customer support.

In this role, he will be responsible for strengthening an already customer support team and program; maintaining a customer satisfaction rating of 98% or higher; and ensuring support staff keeps pace with the company’s growth and expanding customer base.
 
Unitrends is coming off of the best year in the company’s history, and the same holds true for the customer support program. Customer satisfaction rating exceeded 98% in 2012, and the company is  expanding its Columbia, SC-based customer support team. The program’s success is the result of the executive team’s commitment to customer care, performance benchmarks – such as answering customer calls in three rings or less – and a qualified support team dedicated to the customers it serves.
 
 Wixon’s nearly 20 years of experience in customer service and support will serve him well as he’s tasked with upholding the standards Unitrends’ customer support team has already set and maintaining the program’s unparalleled success. Prior to joining Unitrends, he was the SVP of services at Peak 10, where he was responsible for customer support and loyalty, as well as product management, network engineering, cloud infrastructure, provisioning, managed services delivery and change management. Before that, Wixon held VP of service delivery positions at Interland Inc. and Web.com. He’s also held managerial positions at Dell and Gateway.
 
"Customer support is often undervalued in the industry," said Wixon. "Many customers put criteria like technology and price over support, and, as such, some vendors create the appearance of customer service without actually delivering on it. Unitrends understands that customer support is actually a significant business differentiator, and its strong commitment to customers begins with senior management and permeates throughout the entire company. My job will be to build upon the excellent foundation that is already in place, lead our customer support team to further success and enhance the service we deliver to our customers worldwide."
 
As a result of Unitrends’ growth in 2012 and an increasing number of large customer deals, Unitrends has created a new managerial position that will oversee major accounts. Due to his depth of experience in this area, Mark Croson, Unitrends’ former VP of customer support, will lead the cross-functional efforts required to manage these major accounts and make it frictionless for customers to do business with Unitrends.