Speakers 2025
Bill Poad, Director Support Operations, Vertex, Inc.
As a Director of Operations within the Global Support Organization at Vertex Inc., I lead a dynamic team dedicated to delivering exceptional customer support and driving continuous improvement. My role encompasses a wide range of responsibilities, including leading Knowledge Management and Knowledge-Centered Service (KCS), spearheading Continuous Process Improvement initiatives, and overseeing Customer Self Service and AI initiatives. Additionally, I am responsible for in-house training programs and lead the global support section of the Tax Triage group. My leadership in Knowledge Management and KCS has streamlined information sharing and empowered our support team to provide faster and more accurate resolutions. Through Continuous Process Improvement initiatives, I have identified and addressed inefficiencies, leading to significant cost savings and enhanced service delivery. I am passionate about leveraging technology and data to drive innovation and deliver value to our customers. My commitment to excellence and continuous learning has enabled me to bring significant value to Vertex Inc., positioning our support organization as a leader in the industry.