Jacob Nalley

• Design, roll out, and monitor global strategic projects and initiatives, ensuring consistent adoptions across regions and business sectors.
• Partner with IT and enablement teams to operationalize new processes and tools.
• Architect scalable workflows, optimize Q2C processes, and drive cross-functional alignment to support high level strategic initiatives.
• Collaborate with various GTM groups including: Finance, Product, Sales, Renewals, & Marketing to ensure unified goals and execution.
• Analyze individual project and wider business performance and regularly report across multiple areas including: Retention, Strategic Project Success, Revenue Growth, etc.

• Managed and led team of 6 renewals representatives responsible for end to end execution of renewals forecasting, quoting, customer notification, and processing (check/insert metric for ~$s and # of accts but difficult to say due to rolling nature).
• Developed and implemented strategies for efficient renewal cycles on an ongoing basis.
• Actively worked with acquired companies to understand product, current renewals processes & workflows, and determine go forward paths once live in Aptean's various systems (CRM, Finance, Fulfillment, etc.).
• Worked closely with sales, finance and various Quote to Cash (Q2C )teams to ensure proper execution of end to end strategy, liaising with appropriate business leaders for potential identified issue(s) discussions and approvals on suggested go-forward gap handling.
• Responsible for hiring and training all new renewals reps to ensure proper staff headcount, proficiency, and ongoing development.
• Managed all recently acquired companies/product line renewals throughout first year post integration into standard utilized systems, as well as all DACH/German product lines on an ongoing basis.
• Actively identified areas for wider global process improvements, partnering with other teams to execute on a wider basis.

• Managed team of 4 renewals representatives in total responsible for timely renewals resolution of (Insert Metrics~ $xM of recurring revenue; ~X # of Customers).
• Worked closely with customer success, finance, & sales teams to retain customer contracts, secure renewals, & support account growth.
• Optimized the renewals process playbook to maximize account growth and retention.
• Handled escalations relating to contract questions, negotiations, and requests.
• Partnered with IT teams on identified process gaps to improve efficiency.
• Owned our overall Deal Desk function for this region, escalating and discussing requests with applicable business leaders while suggesting course of action.

• Monitored and maintained accurate rolling forecast of upcoming renewals 90-120 days in advance.
• Directly handled account and contract reviews, accurate quoting and sending, customer negotiations, and processing of renewals on standard timelines for assigned book of business (check/insert metric; ~1000 accounts/~$20M of Annual Recurring Revenue?).
• Drove annual renewal pricing increases and reduction requests in line with standard business practices and targets, escalating recommendations for approvals to various relevant business leaders to ensure and align with expected retention and account growth forecasts.
• Partnered with sales, billing, collections, and business leaders to ensure proper reported account statuses, customer satisfaction, and timely issue resolution and payment as well as proper CRM updates.

• Handled a mixture of personal and commercial lines auto claims in a call center environment for both direct insureds and third-party claims administrator account contracts taken on by the company.
• Investigated, determined, and communicated coverage and liability determinations on all claims to all involved parties, in accordance with company standard operating procedures and applicable state statutes.
• Responded to customer and business partner inquiries through multiple channels, including inbound and outbound calls, email, and mobile messaging, while delivering a high degree of customer service.
• Mentored assigned new hires to prepare them for job duties and workloads, as well as offering guidance after transitioning into their roles.
• Processed claims effectively and efficiently with minimal supervision, while ensuring all department and companywide metric goals and key performance indicators were met or exceeded.
• Often served as a backup for coworkers and direct manager to handle customer escalations in their absences.
• Served as one of three employees in the department who handled intercompany arbitration hearings, to ensure the local office met monthly quotas for arbitration forums members.

• Investigated and determined liability and coverage for auto accidents, in line with the statutes and guidelines of the seven states handled by the local office.
• Communicated claims process, liability decisions, and coverage decisions to policyholders and third-party claimants, while providing the highest level of customer service possible, via multiple communication methods.
• Processed claims quickly and efficiently, while meeting metric goals set by the company and ensuring all company standards and processes were upheld.
• Responded to customer inquiries regarding claim status and general claims questions in a timely manner, via multiple communication channels.
• Assisted with setting up damage appraisals and issuing owed payments accordingly, as well as oversight of repair completion and claim status until final resolution.

● Assisted staff in general office tasks and transition to electronic voter registration filing system.
● Occasionally attended meetings relevant to the election process with local and statewide offices.
● Occasionally participated in radio and television interviews on behalf of local office staff.
● Trained to run voter registration drives, as well as train others to run such drives.