James Rice

Head of Customer Success @Inxeption

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James Rice is the accomplished Head of Customer Success at Inxeption, a leading industrial commerce platform. He is a seasoned professional with a wealth of experience in customer service, team management, and strategic planning. Prior to joining Inxeption, James held various leadership roles in customer service and sales departments, honing his skills in customer satisfaction and business development. He excels in problem-solving and has a proven ability to improve customer experiences and drive growth. He holds a degree in Business Administration and Management, giving him a solid foundation in business principles and practices. Throughout his career, James has demonstrated a commitment to exceeding customer expectations and achieving business objectives.

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Work Background

INXEPTIONHead of Customer Success

Oct. 2023 - Aug. 2024Cupertino, California, United States*Directed a team overseeing end-to-end account management, including reporting, client meetings, operations, and QBRs, effectively managing a large portfolio of annual recurring revenue. *Enhanced customer engagement strategies and implemented effective account management practices, leading to a high client retention rate. *Led the onboarding of new clients, customizing the SaaS platform to meet specific requirements and service levels. *Conducted comprehensive training sessions, significantly increasing client proficiency and satisfaction, which resulted in a marked reduction in support tickets. *Utilized AI-driven strategies to create extensive help center content for the SaaS platform through a structured project plan. *Optimized workflows to accelerate time-to-value, enabling clients to quickly realize platform benefits. *Capitalized on upsell opportunities during implementation, driving additional revenue