Chris Jacobs - Inventory Solutions Consultant,

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Work Background

A Better Xperience (ABX) Software GroupCo-Founder

Nov. 2023

Evocon - Production Digitalisation & OEEHead of Customer Support

Mar. 2023 - Nov. 2023Tallinn, Harjumaa, Estonia · HybridEvocon is a visual shift and production monitoring OEE software that helps manufacturing companies improve productivity and remove waste. As the Head of Customer Support at Evocon, I steered the customer-facing team through a strategic transformational phase, concentrating on laying the groundwork essential for the team to scale in terms of quality, support volume, and seamless cross-departmental collaboration. RESPONSIBILITIES 🚀 Orchestrated a tech-driven overhaul, implementing an AI-infused stack for scalable support operations, aligning with anticipated growth and enhancing cross-functional collaboration. 🌐 Restructured support teams from transaction-focused to customer success-centric, optimizing workflows and boosting customer satisfaction and retention. 🌟 Recruited, developed, and managed a high-performing team of support agents and product support engineers, driving excellence in customer support and product success.

Career Break

Nov. 2022 - Mar. 2023

Katana Cloud InventoryHead of Customer Experience

Sep. 2018 - Sep. 2022Tallinn, Harjumaa, EstoniaKatana gives thousands of manufacturers a live look at their business. Manage all the moving parts of your business and unite the apps and services you use in one visual platform As Head of Customer Experience at Katana, I led a 15 person global department with 4 teams and team leads, including support, onboarding, customer success, and employee training. I was responsible for growing the team from day 1 and building the entire CX function during the first 4 years of Katana over the course of multiple fundraising rounds. Below are a few highlights of my time at Katana. RESPONSIBILITIES 🌐 Year 1 - Seed Stage Leader: *Joined Katana as one of the initial 10 employees, assuming leadership as the customer-facing head. *Established a robust customer feedback loop and built the foundational support team, pivotal in shaping our product-led growth. 🚀 Year 2 - Westward Expansion & Onboarding Focus: *Managed a remote support team in N. America, expanding responsibilities to oversee client onboarding with integrated CRM tools. *Launched Katana's onboarding program, significantly boosting product adoption and reducing churn. 💡 Year 3 - Growth Phase & Team Expansion: *Post-series A funding, introduced onboarding as a complementary service for our new Ideal Customer Profile (ICP), alongside 24-hour support with a dedicated team in New Zealand. *Instituted a new retention team and laid the foundation for the company's first employee training program which became a standard process for new employee onboarding. 💼 Year 4 - Sales-Led Growth: *By 2022, Katana had the highest-rated customer service scores in the cloud inventory segment which played a vital role as a competitive advantage in the next stage funding round. *Client onboarding success became integral part of Katana's sales process, and ultimately a revenue stream. *Launched the Customer Success team, advancing retention, customer satisfaction strategies, and exploring upsell/cross-sell opportunities.

PipedriveCustomer Solutions Manager

May. 2016 - Jan. 2017TallinnThe global sales-first CRM and intelligent revenue management platform for small businesses.

Zeleritaz International GroupBusiness Development Manager

Mar. 2016 - Aug. 2018Hong Kong/EstoniaZeleritaz International Group is a global network of brands dedicated to active sports and motor sports industries. Our goal is to help promising startups in these sports industries reach their maximum potential by providing comprehensive services in management, development, operations, and manufacturing support.

PipedriveCustomer Support Specialist

Sep. 2015 - May. 2016TallinnSkills: Business-to-Business (B2B) · Customer Service Management · Customer Relationship Management (CRM) · Software as a Service (SaaS) · Pipedrive

Ionic FluxCo-founding Partner

Mar. 2014 - Apr. 2019Tartu EstoniaIonic Flux molecular bearing lubes are a new generation of bearing lubricants used in action sports. We've produced a first of it's kind lubricant utilizing new forms of molecular chemistry and nano-technology, for improved performance, friction reduction, and longevity for skate bearings. www.ionicflux.com

Clifton ASProduction Controller

Jan. 2011 - Jul. 2014Tartu EstoniaClifton is a power electronic semiconductor manufacturer producing power diodes based on unique GaAs liquid-phase epitaxy technology.

Clifton ASIntern

May. 2010 - Dec. 2010Tartu

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