St. Olaf College

Customer Success & Web Development

Minneapolis, Minnesota, United States

Jamf

Enterprise Customer Success Manager

- Designed and implemented first Customer Success program, based on industry standards and existing knowledge of internal customer lifecycle and the CATS product.• Introduced Segment software to funnel data to Customer Success software. From this usage data, created a model of a successful CATS user and account using custom health scores and further segmentation.• Worked with customers to ensure onboarding, user adoption, retention and overall customer health.• Ascertained customer goals and translated into implementation plans to provide initial value. • Led retention and growth efforts among most valuable customers by understanding their business needs and helping them succeed. • Monitored accounts to identify “at-risk” accounts and contacted clients proactively to eliminate possible churn. • Researched successful clients and analyzed their usage to identify patterns of success.• Coordinated and created education opportunities for customers, including webinars, training resources, and Knowledge Base articles to ensure user confidence with the product.• Handled all contract renewals for annually billed customers and negotiations with any customers involving ongoing costs.• Orchestrated and executed large-scale customer communication involving pricing changes, policy changes, and any notifications involving large portions of the user base.

CATS Applicant Tracking System

Customer Success

- Managed entire sales process from first interaction to product demonstration and onboarding. • Collected and introduced client feedback to Product team. • Led various projects including pricing model research and plan restructuring, customer success models, and sales process analysis. • Contributed to projects outside of sales scope pertaining to product design and experience. • Ensured customer success within product and all interactions with company. • Exceeded sales goals by 180% in 2017 and 265% in 2018.

Inside Sales

- Created public literature, drafted remarks for the Council Member, communicated with constituents, and researched policy issues within the City of Minneapolis and Ward 11, related to transit, crime, labor, and housing efforts.

City of Minneapolis

Temporary City Council Associate

- Responsibilities included all customer interaction as well as assisting the kitchen and bakery throughout the day. • Managed end of day cash handling and ensured positive customer experiences.

Mike Gallagher