Formerly at Zendesk and Grafana Labs, Hanna brings deep industry experience in scaling companies and building operational excellence
Kustomer, the innovative AI-powered customer service platform known for personalizing every interaction through connected, efficient and proactive customer service, announces the appointment of Douglas Hanna as the company’s first President and Chief Operating Officer. A former executive at Zendesk and Grafana Labs, Hanna is an industry veteran known for his ability to scale companies and operational expertise.
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“Douglas’ extensive leadership experience and acute understanding of the customer service industry will be instrumental in refining our operations and ensuring we continue to deliver unparalleled value to our customers and partners.”
“I am delighted to welcome Douglas Hanna to the Kustomer team. His proven track record in operations and deep commitment to enhancing customer experiences will significantly contribute to our growth and elevate our platform to new heights,” said Brad Birnabum, CEO and co-founder, Kustomer. “Douglas’ extensive leadership experience and acute understanding of the customer service industry will be instrumental in refining our operations and ensuring we continue to deliver unparalleled value to our customers and partners.”
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In this new position, Hanna will be responsible for all customer-facing operations of the business, including marketing, sales, channels/partnerships, customer success, support and services. Hanna joins from Grafana Labs, where in his role as COO he helped to scale the company from seed to Series D and 75 to over 1,000 employees. Hanna has helped to manage and scale high performance teams at companies ranging from early stage to public companies. Hanna has also held executive roles at Zendesk and Help.com.
“Kustomer has been a pioneer in the transformation of the customer service landscape, setting a bold vision for how we are going to put a stop to poor customer service and harness the power of AI to revolutionize the customer experience,” said Hanna. “I’m excited to bring my experience and passion for customer service to Kustomer. There is so much potential to work with the great team at Kustomer and advance the work we are trying to do in setting new standards for excellence for customer service.”