University of Southern California

University of California, Santa Cruz

Customer Success  -  Sales Leadership  -  SaaS  -  Legal Tech  -  AI  -  e-Commerce  -  Strategy  -  Customer Experience  -  Operations  -  Innovation  - 

Los Angeles, California, United States

WorkDone AI, focuses on machine learning and enables organizations to seamlessly automate business processes between major SaaS platforms with no user training or programming required.•	Working remotely, creating, calling out to, and managing sales pipeline with over 1,000+ prospects (owning all the key sales opportunities). •	Revamped product portfolio by adding a new product class to complement existing product portfolio and increasing new market opportunities by over 75%.•	Created numerous new sales and marketing assets (website, product names, promotional materials), email content for an outbound drip campaign and a full omnichannel acquisition strategy roadmap with multiple touchpoints.

WorkDone Inc.

Sales and Marketing Executive (Remote)

MyCase is an all-in-one case management software for your law firm, providing the tools you need to improve organization, increase efficiency, and scale your firm operations.•	Lead three teams (Onboarding, Customer Success and Payments) totaling 2 managers, 3 team leads and 18 front-line staff members, regularly reporting on key metrics for each team, guiding employee development, planning for headcount and creating team and individual KPIs for each role•	Improved Customer Satisfaction as measured by CS team transaction Net Promoter Score (tNPS) by 10% in three quarters•	Created a scalable process for closed-loop feedback to customers and internal stakeholders regarding customer service cases, onboarding & training engagements, bug reports, tNPS, NPS, and direct customer interaction•	Created a prioritized product feature needs list to provide real time product feedback to product team to help guide and prioritize future product roadmaps•	Managed, analyzed and reported out monthly the MyCase Net Promoter Score program (NPS) focusing on identifying global trends with the NPS data and addressing customer feedback as needed•	Reduced time to value for newly acquired firms from a fixed 90-day time frame to time frames dependent on firm size and needs (to an average of 35 days)•	Initiated a new process with the Sales teams to reduce churn for newly acquired firms by 22%•	Optimized data import process based upon labor analysis, size of data import and law firm size•	Revamped and overhauled end-to-end onboarding experience, including training decks, webinars, kickoff call scripts, training calls, email content driving increased utilization and feature adoption by 17% over 8 months

AppFolio, Inc. (MyCase)

Director of Customer Success

WorkDone AI, is a startup that focuses on machine learning and enables organizations to seamlessly automate business processes between major SaaS platforms with no user training or programming required.• Developed and assisted with early stage go-to-market strategy for WorkDone AI, a startup that focuses on machine learning and enables organizations to seamlessly automate business processes between major SaaS platforms.

Go to Market Consultant

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.• Co-developed and launched initial Go-to-Market strategy for LegalZoom LifePlan, a new ancillary employee benefit that provides unlimited legal, tax, financial, insurance advice through a newly developed omni-channel technology platform.• Sold to and closed accounts with over 2,000 subscribers and $360k in annual subscription revenue.• Created, managed and executed a direct to customer sales program, presenting to over 40 onsite locations countrywide with a conversion rate of 120% vs. direct marketing non-sales activities.• Developed engagement program utilizing omni-channel communications to LifePlan members, including the introduction of Spanish language service, increasing member engagement by 77% year over year.• Created competitive analysis reports and socialized to executive steering committee driving successful launch strategy and market positioning.• In conjunction with the B2B Sales team built out over $75 million dollars in the sales pipeline.

LegalZoom

Director of Customer Success and Partner Management - B2B Sales and Innovation

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.• Incepted, developed and implemented a brand-new sales incentive program designed to drive revenue and strategic programs for over 250 inbound and outbound sales agents. After implementation, revenue increased by 15% year over year to $45 million dollars in topline revenue and a decrease in OPEX costs on $1.2 million dollars annually• Created Annual Operating Plan (AOP) for the entire Sales and Business Development team with an annual operating budget of $25 million dollars for Sales and Business Development OPEX and Travel Expenses

Director of Corporate Operations for Sales and Business Development

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.• Created Quarterly reports out to the LegalZoom Board of Directors with team strategy, revenue, initiatives and other KPIs• Oversaw sales analytics team responsible for monthly sales compensation calculations of over $500k in monthly variable sales compensation, team revenue reports and sales forecasting for Sales management

Director of Sales Analytics and Communications

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.•	(Promoted from Associate Director) From 2011 through 2012, spearheaded an impressive 51% increase in conversion rate through a revamped sales program, with operating revenue growing by more than 116% or $3.5 million dollars per year in team revenue.•	Directed divisional Sales Operations, sales management, and P&L, while establishing sales goals, strategy development, new product introduction and UAT testing, assisting with product and service development, coordinating market research activities, sales report preparation, in addition to handling a wide variety of special projects.

Director - Sales and Strategic Communications, Personal Services Division at LegalZoom

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.(Promoted from Sr. Manager) Led a 25 person inside sales team in multiple call centers in Texas and California, handling more than 100,000 calls and 15,000 e-mail inquiries annually resulting in $1.5 million dollars in revenue per year, which was a 25% increase from the previous year. In addition to this, I was the key architect of the extending call center hours of operation, increasing team revenue and lead volume by 27% after implementation.

Associate Director - Sales and Strategic Communications, Personal Services Division

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.(Promoted from Sales Manager) Managed and created all sales team functions including communications coordination, sales reporting for senior executives, sales planning, incentive planning, new product introduction, and agent training resulting in an increase in sales efficiency of over 52% from 2006 to 2008

Sr. Manager - Sales and Strategic Communications, Personal Services Division

LegalZoom is the nation's leading provider of personalized, online legal solutions and legal documents for small businesses and families.Responsible for managing day to day sales operations, establishing sales goals, marketing and promotional work, managing major client accounts, sales reporting, assisting with new product introduction, customer relations, and other related assignments

Sales Manager - Personal Services Division

Responsible for the development, print production and distribution of over fifteen customer facing marketing materials, including long form guides, inserts. These guides were designed to be sent as ancillary marketing materials to assist customers in making an informed decision with the secondary goal of increasing brand awareness. In addition to this, in 2005, I initiated first iteration of the LegalZoom Customer Satisfaction and Net Promoter Surveys which is a program that has continued and expanded to the present.

Assistant Marketing Manager

Responsible for the processing of over 75 estate planning documents per day including proofing, printing and packaging.

James Ambrose