Jeff Mohn

SaaS Customer Onboarding Professional @Inmar

ITMarketingUnited StatesProject Manager

SaaS Customer Onboarding Professional who has successfully created and transformed customer onboarding and customer success departments. With over a decade of experience, my skills include leading and training high-performing teams, managing complex projects, and improving processes during significant periods of change. I have consistently implemented innovative strategies to enhance the customer experience and drive revenue growth. My proficiency extends to advanced reporting and customer retention, utilizing industry-leading tools to maximize efficiency. Honored with an MVP award and Lean Six Sigma Yellow Belt certification, I am committed to leveraging my skills to surpass customer expectations, elevate customer satisfaction, and uncover new revenue opportunities.

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Work Background

IPPS - Inmar Post-Purchase Solutions (a Doddle/Inmar joint venture)Onboarding and Customer Success Lead

Mar. 2020• Create Onboarding and Customer Success departments and transition these departments through periods of intense change (including during the creation of a joint venture) • Build, maintain, document, implement and deliver white glove customer onboarding experience • Liaise with relevant internal stakeholders related to the successful deployment and ongoing management of retail customers • Collaborate with leaders of various departments (e.g., Product, Legal, Sales, Marketing) to ensure company-wide cohesion and a focus on shared goals • Create, meet, and improve on agreed KPIs and SLAs pertaining to the timely onboarding of new customers • Proactively identify underperforming customers and provide them with high-level support to ensure success • Help identify and pursue new revenue opportunities • Provide required internal and external reporting • Hire, develop, and manage new employees to deliver company goals • Provide presales support and contribute to the development of marketing collateral • Utilized multiple applications such as Zendesk, JIRA, Postman, Periscope, Confluence, and Monday.com to track customer data, manage projects, and address customer success

Atlas Realty, Inc.Real Estate Broker

Jan. 2016 - Dec. 2018Plains, Pennsylvania• Generated lists of properties for sale and promoted them through multiple advertising channels • Interviewed market experts to advise customers on real estate prices, mortgages, and market conditions • Mediated negotiations among buyers, sellers, realtors, brokers, and other professionals • Created terms of listings, ensured that purchase contracts were met, and represented customers at closings

Pepperjam/eBay Enterprise, Inc.Implementation Manager

Nov. 2010 - Apr. 2019Wilkes Barre, PA• Managed the customer onboarding team, while launching over 2000+ new customers using Salesforce • Provided customers a seamless onboarding customer life cycle experience • Set up customer kickoff calls, collected customer onboarding items, and built out customer accounts • Provided customers assistance with technical integration, order corrections, and data feeds • Collaborated with multiple agency account managers to successfully onboard their customers • Maintained and updated internal trainings and customer-facing material • Prepared and presented detailed reports for team and Senior Leadership Team through advanced Excel and Google Sheets formulas and SQL queries • Managed active pipeline of 50+ accounts and launched an average of 30+ accounts monthly • Executed and standardized new onboarding process which resulted in a 15-day average launch time • Reduced customer time-to-launch average from 48 days in 2016 to 28 days in 2018 and increased customers in our 15-day average launch time • Oversaw more than 500 self-managed customer accounts, which contributed to a 90% retention rate • Managed project to create more than 50 how-to guides and videos for our customer resource center • Helped identify our organization’s ideal customer profile to attract the best possible customers, increase revenue, and reduce churn rates • Coached, trained, and engaged my team to accomplish company revenue and retention goals • Held weekly team meetings and performed individual employee performance reviews • Created and delivered various presentations to management, including new processes, new-hire proposals, company training, and customer webinars • Showed close attention to detail by entering detailed customer billing data into the network • Oversaw and completed all internal customer transitions (from one account management team to another), customer deactivations, and customer reactivations

Network Realty Group (formerly Semian & Gress Real Estate)Real Estate Broker & Executive Assistant to CEO

Jan. 2007 - Dec. 2010Scranton, Pennsylvania Area• Assisted the CEO with more than $16 million in real estate sales across six counties • Managed more than 70 residential real estate listings per year • Coached, motivated, and informed Realtors on ethics, property valuations (appraisals), and lending • Collaborated with Lawyers, Bankers, Appraisers and other real estate professionals to successfully close deals

Mondelez International (formerly Kraft)Customer Service & Logistics Specialist

Jun. 2005 - Jan. 2007Wilkes-Barre, Pennsylvania Area• Used software and other technology to resolve problems and defuse difficult situations • Accurately documented and communicated key information pertaining data and logistics issues • Honed computer and SAP software skills • Completed order entry, order processing, invoicing, and credit adjustments • Built relationships with and ensured success of numerous stakeholders (e.g., store/district/warehouse managers, sales reps, drivers, logistics professionals)

FriendbuyImplementation Team Lead

Apr. 2019 - Feb. 2020Los Angeles, California (Remote)• Owned the Implementation lifecycle from integration to implementation • Maintained Salesforce customer pipeline reporting • Collaborated with executives and numerous departments (e.g., Engineering, Product, Design, Finance) to solve interesting business challenges and deliver a best-in-class onboarding experience • Developed referral program strategy tailored to customer’s goals, ensuring customer success • Minimized time-to-value through effective management of internal and external milestones • Identified opportunities for technology to enhance, improve, and speed up the implementation process • Used my technical skills in HTML, CSS, JavaScript, and various web services APIs to integrate company products and help in resolution of customer issues • Led weekly implementation meetings with developers, designers, and customer success managers • Set up initial contact with customers to begin onboarding process • Created and maintained all customer onboarding documentation • Performed kickoff calls to ensure customer collaboration and understanding during implementation • Gathered all customer assets and built out customer accounts • Performed customer tests and reviewed detailed results with customers, ensuring customer success • Transitioned customers to their customer success managers

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