Laura Dillingham
Director, Customer Success
Laura joined MSS in 1999, cutting her teeth throughout the Customer Service department. She began on the Transferee Call Team and was steadily promoted to Coordinator, Team Leader, Training Supervisor, Customer Service Manager, Director of Customer Service, and eventually Director of Customer Success. In her current role, she oversees all aspects of our Customer Service policies, objectives, and initiatives. She manages service escalations and establishes service levels and requirements for the department. Customer Success, however, encompasses far more than account management. Laura leads the effort to establish procedures that provide excellent service to our clients. She aims to understand the customer experience on a deeper level and proactively seeks opportunities for improvements by using technology to track data, gather input, and create change.
Laura graduated from the Vistage Emerging Leader Program in 2020 and is currently enrolled in their Advancing Leader Program. She also won the MSS President’s Award 2010. Outside of work, she enjoys cooking, decorating, going to the gym, and her role as a baseball and football mom.
Laura Dillingham
Director, Customer Success
Laura joined MSS in 1999, cutting her teeth throughout the Customer Service department. She began on the Transferee Call Team and
Laura joined MSS in 1999, cutting her teeth throughout the Customer Service department. She began on the Transferee Call Team and was steadily promoted to Coordinator, Team Leader, Training Supervisor, Customer Service Manager, Director of Customer Service, and eventually Director of Customer Success. In her current role, she oversees all aspects of our Customer Service policies, objectives, and initiatives. She manages service escalations and establishes service levels and requirements for the department. Customer Success, however, encompasses far more than account management. Laura leads the effort to establish procedures that provide excellent service to our clients. She aims to understand the customer experience on a deeper level and proactively seeks opportunities for improvements by using technology to track data, gather input, and create change.
Laura graduated from the Vistage Emerging Leader Program in 2020 and is currently enrolled in their Advancing Leader Program. She also won the MSS President’s Award 2010. Outside of work, she enjoys cooking, decorating, going to the gym, and her role as a baseball and football mom.