As the VP of technical support, Adam Krause is not only responsible for troubleshooting any issue that Ellie Mae’s lenders are experiencing to ensure that they can run their businesses efficiently and effectively, he also ensures that any issues that need attention from the product and engineering teams are brought to their attention.
As the company works to move its solutions to the cloud, Krause focused on getting his team trained and ready to support the customers as they adopt cloud technologies.
Krause has a deep knowledge of mortgage, technology and the Encompass lending platform which he uses to amplify the voice of the company’s lender customers by advocating for enhancements to improve the customer experience.
Krause championed several key initiatives around driving efficiencies in communication to bring solutions to customers. His leadership of Ellie Mae’s multiyear effort to complete its help desk institute certifications, for example, resulted in recognition including winning the HDI Knowledge-Centered Service Award in 2017.
“Adam and his entire technical support team are problem solvers and focus on customer satisfaction behind the scenes.”