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Work Background
TCP SoftwareVice President, Account Management & Strategic Accounts ➤ Customer Success, Retention
Jan. 2023 - Oct. 2023Dallas, Texas, United StatesElevated company’s profitability by implementing strategic business plans and optimizing operational processes. Produced new revenue streams by identifying growth opportunities. Built strategic account team that forged robust relationships with top enterprise accounts. Increased brand awareness, generated leads, and expanded market share in highly competitive industries by seamlessly directing marketing strategies. Launched new services/products in various markets by conducting comprehensive market research studies and tailoring offerings based on customer needs analysis. ▪ Grew account manager team to cover 16K+ accounts generating $4.7M in revenue in first three quarters of 2023.
▪ Maximized profitability and minimized risk by negotiating high-value contracts.
Jarrod RumoreChief Customer Officer & VP Customer Success
Dec. 2022Partner with B2B SaaS firms to build or transform customer success function as consultant or fractional executive.
CenterbaseVice President, Customer Experience ➤ Onboarding, Customer Success, Customer Support
Mar. 2022 - Dec. 2022Dallas, Texas, United StatesLed four functional groups: Customer Success, Implementation, Support, and Training. Boosted brand loyalty by executing comprehensive customer experience strategies. Heightened customer satisfaction levels by establishing key performance indicators. Increased return customer base by resolving problems with high-profile customers.
▪ Streamlined customer training, onboarding, and customer experience 30%+ by decreasing time to value; conducted internal audits to identify inefficiencies, and recommended improvements.
▪ Decreased response times and boosted resolution rates in 90 days by effectively collaborating with cross-functional teams to improve overall customer support.
LexipolVice President, Customer Success ➤ Customer Success, Retention, Support
Jun. 2018 - Jan. 2022Dallas/Fort Worth AreaIncreased product adoption and CSAT results by effectively remapping customer journey through acquisitions while overseeing and expanding Customer Success and Support teams. Drove significant efficiencies, cost savings, and productivity during onboarding process by adding automation. Boosted client satisfaction by launching new tools, including Contact Center software. Promoted accountability and visibility by aligning executive sponsors with top accounts.
▪ Achieved 96% gross retention target with 106% net retention in one year.
▪ Exceeded cross-sell targets 140%+ in 120 days.
ZipwhipManager, Customer Success
Nov. 2017 - Jun. 2018Seattle, WALed and hired teams responsible for all post-sale activities, including onboarding, success. Increased retention efforts by creating steering committees. ▪ Drove smoother customer transitions by collaborating with sales team to ensure seamless handoffs.
▪ Enhanced product offerings by analyzing customer feedback and identifying/addressing areas for improvement.
NestioDirector, Customer Success
Nov. 2016 - Jul. 2017New York, New YorkIncreased company revenue by implementing cost-saving measures and risk mitigation strategies. Managed
▪ Recruited, hired, and trained initial 15 personnel.
▪ Spearheaded company’s overall growth strategy and expanded its market reach by securing major partnerships
RealPage, Inc.Director of Customer Success
Sep. 2008 - Nov. 2016Dallas, Texas, United StatesRecruited, hired, and trained initial personnel for this new organization. Redefined customer journey through collaborative cross-
functional workshops. Launched customer internal executive reviews focused on ROI. ▪ Propelled two direct reports to secure leadership roles by promoting growth within team.
▪ Elevated client satisfaction rates 15% through exceptional relationship management and prompt issue resolution.
T-Mobile, Inc.Technical Care Team Manager (Operations)
May. 2006 - Jul. 2008Frisco, TX
Progressive Insurance CorpContact Center Manager
May. 2000 - Apr. 2006Tampa/St. Petersburg, Florida Area
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