John Jordan
Atlanta,MI
Summary
Detail-oriented Customer Success / Customer Experience leadership candidate with 15 plus years in the tech and SaaS industry. Servant Leader with a vast experience across diverse roles and business models. Incredibly customer focused, empathetic and organized with a proven skill set that focuses on results. Self-starter, highly motivated, creative, team-player that is continually driven to exceed company and personal goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Global VP Customer & Workplace Experience
Dataiku
04.2021 - Current
- Key member of Global Executive Team, Involved in Organizational GTM and Operational Strategy
- Current Senior Executive of 6 teams. Customer Success Operations / Professional Service Operations / User Advocacy / Facilities / Workplace Experience / IKIGAI (AI of Good)
- Created framework and launched new Global Operations practice. Going from ideation to 8 FTE's serving 300+ Dataiku team members across Global Customer Success, Data Science and Professional Service teams
- Took ownership of all Customer Success and Professional Service Data and created Dashboards and Inspect and Review cadence that created visibility, insight to action and accountability
- Started our Global Executive Council and Customer Advisory Board initiatives - held annually and attended by C Level Executives from 50 of our top accounts
- Created the FrontRunner Awards program, now in year 3. An initiative that highlights and recognizes innovate uses of AI in our customer and partner base
- Manage our Customer Community, growing the member count from 2k to 10k over a 3 year period
- Created our User Group Practice, growing from 3 to15 in 1.5 years - expanding into EMEA, APAC and India
- Created a new new program, our Neuron Power Users Group, growing from 0-75 key members representing multiple industries and some of our largest Enterprise customers
- Created Community Alliances w/ Snowflake and Databricks, resulting in co-branding opportunities, events and selling opportunities
- Manage our Academic Team which creates Corporate Scholastic Partnerships where Dataiku is taught and where we sponsor Scholarships for Women and Minorities in the Data Science field
- Manage our Hybrid Work Strategy and Global Workplace Experience to include Real Estate Portfolio Management, Return to work Policies and Employee Engagement Operations and Strategies
- Manage and act as Executive Stakeholder for our AI for Good initiative - IKIGAI
SVP of Global Customer Experience
1010data Inc.
12.2018 - 04.2021
- Senior Executive Leader who managed all CX Operations to included Analytical & Professional Services, Support, Software Development, Program Management, Learning and Education
- Continually drove operational improvements which resulted in savings and improved profit margins within our EMS Division by 15-20%
- Managed a 12 month Business Transformation for a 120 person team across 5 Business units that focused on creating a world class Customer Experience in the Big Data Analytics Industry
- Created a Culture of Innovation and Collaboration that decreased operation silos and allowed us to experiment and prototype more effectively in our Market Expansion and Go to Market efforts
- Implemented a VoC program that leveraged Customer Data and Feedback to drive our Continuous Improvement Initiatives across Product, Support and Services
- Implemented Cost Control and Oversight measures through new KPI's to include Utilization in relation to Contractual Adherence and Margin
- Sat on the Senior Leadership team in charge our overall 1010data Business Strategy and General Operations
VP of Customer Success & Experience
DoubleNet Pay
03.2017 - 12.2018
- Managed the entire Post Sale Customer Lifecycle, from implementation to Account Management and Customer Success and Customer Support for our B2B, B2C and B2B2C channels
- Implemented Tableau, ZenDesk ticketing and Chat, FullStory, Google Analytics and redesigned internal Admin Portal for Corporate and Partner use
- Built out and managed all Support, Account Management, Customer Success and Product Feedback processes
- Managed in-house and outsourced Support teams across a Tier and Tier 2 model
- Sat on Leadership team and helped managed product roadmap and directions based on Customer and Partner feedback and product request
- Consistently maintained a 65-75 NPS score across 2 in-app product touch-points
- Consistently maintained a 85-97 CSAT score across 2 teams
- Took the install base from 1 partner at 300 active users to 5 Strategic Blue Chip customers with over 75k users
- Was part of leadership team that took the company into an acquisition by a major Financial Institution
VP of Customer Success and Experience
CallRail
04.2016 - 04.2017
- Part of core leadership team responsible for driving overall product direction and vision from early development to launch.
- Manage UI/ UX and platform personalization efforts in collaboration with our Engineering, Product and Design teams.
- Designed, staffed and launched Support, Success and Implementation teams under the CallRail Customer Experience / Services umbrella equaling 45 team members in total.
- Manage ongoing Support, Success and Implementation operations and responsible for all associated analytics and reporting.
- Implemented all core SaaS metric tracking including Logo Churn, Revenue Churn, Net Revenue Churn, C-Sat and NPS.
- Designed CallRail NPS methodology and created Closed Loop Processes and Feedback Loops for driving product, process and operational improvements.
Director of Customer Success
CareerBuilder
08.2015 - 03.2016
- Managed a team of 65 Customer Success Managers, 5 Trainers, 3 Customer Experience Managers and 2 CS Operations personnel
- Drove Cross Collaboration with Product Team, Support, Premium Support and Senior Leadership team to create a seamless and optimal Customer Experience for our clients
- Defined and rolled out our CS Strategy, our Customer Lifecycle Program and CS engagement model for our Saas, Media and Advertising services and solution
- Responsible for 9 million in MRR and keeping renewals rate at 80-90%
- Responsible for adoption and optimization of CareerBuilder Saas, Media and Advertising products, services and solutions
- Managed and optimized Gainsight implementation with responsibility for full adoption of process and CS work-flows
- Drove VP level alignment, CS strategy and had ultimate ownership defining, executing and reporting on all departmental KPI's
- Defined and executed the CareerBuilder Advisory Boards for our SMB and Enterprise Roadmap and Product Feedback sessions
Director of Global Customer Success
VersionOne
06.2014 - 08.2015
- Managed end to end creation, management and optimization of the global VersionOne Customer Success program
- Sat on the VersionOne Customer Experience leadership team and worked on multiple cross-functional initiatives focused on optimizing the Customer Experience and creating customers for life
- Hired, trained and managed CS managers for our SMB, Enterprise and EMEA business units
- Created and implemented a quantitative and qualitative health score and forecasting capability that has been adopted company wide
- Full ownership and optimization of renewals company wide with a focus on optimization, risk mitigation and operational excellence
- Implemented, and optimized a Net Promoter program for active install base customers
- Created and managed Escalation process that was adopted company wide with a focus on remediation and risk mitigation
- Created and rolled out a multi-touch customer road-map that has been adopted across Sales, Service, Support and Customer Success
- Defined CS program for SMB and Enterprise customers with a focus on production adoption, retention and creating an optimal Customer Experience
- Rolled out Agile/ Lean business practices for the CS team
Global Director of Customer Success
SATMETRIX
08.2011 - 06.2014
- Created and managed a global CSM initiative.
- Tasked with hiring, on-boarding and managing 14 Customer Success managers worldwide.
- Owned the end to end creation of the Customer Journey and ownership and the optimization of the Satmetrix NPS and C-Sat programs Created and facilitated a Customer Success focused Webinar series that is being marketed to the install base in first 30 days.
- Defined our Customer Engagement model in first 60 days.
- Created a health index for customer segmentation based on usage and behavior in the first 45 days.
- Created and executed a tier 1 monitoring process with our Professional Services group in the first 45 days.
- Defined and launched the Satmetrix tier 2 and 3 one to many engagement process.
- Worked with Product team to define Product, SFDC and Hubspot automation of behavior based alerts which trigger CSM engagement campaigns.
- Defined the overall Customer Journey, our Net Promoter manifesto and our global Customer Success manifesto.
- Global Director of Business Development.
Business Development/ Social Media Manager
Systino
10.2008 - 08.2011
- Managed a team of 16 Business Development Representatives globally.
- Acted as liaison between Sales and Marketing teams, working with leaders from both to help, plan, execute and report on multiple campaigns.
- Managed Salesforce administration for BDR group and Mid-Market Sales, managed pipeline and funnel as well as all quarterly forecasting.
- Helped define a more sales focused demo environment with a simpler UI to be introduced into the mid -market space.
- Managed Net Promoter community initiatives- leverage that community for developing user base groups, marketing campaigns and reference programs.
- Created, managed and executed business development campaigns that focused on targeting C-Level executives across multiple verticals to successfully generate interest in a Customer Relationship Management solution in the franchise space.
- Salesforce management and reporting of prospect pipeline, forecast and activity reports on a bi-weekly basis.
- Travel to national conventions and industry specific events to demo Systino solution, discuss the solutions unique selling points and generate interest in NPS, customer loyalty and customer retention.
- Report directly to the CEO and provide full cycle support to sales and marketing.
- Part of a management team that helps determines content, messaging and branding of all business development campaigns.
- Help manage social media presence and delivery of all content.
- Acted as part of a Leadership/ Founders team that went from idea to profitable in 2.5 years.
Account Development Representative
CDC SOFTWARE
06.2007 - 10.2008
- Placed consultative cold calls to owners, C-level and VP level executives of process manufacturers for a best practices lean, 6-sigma, OEE and continuous improvement enterprise software solution.
- Strong focus on enterprise prospects in the food and beverage, pharmaceutical, chemical and natural products industries.
- Hunted for and found new prospects daily using Hoovers, multiple CRMs, Google alerts, social media, news articles, industry blogs and newsletters.
- Reported to the SVP of Sales, worked very closely with Senior sales executive, sales engineer and marketing to help create and execute business development campaigns that focused on organic growth.
Sage Software
10.2004 - 06.2007
- Used a predictive dialer to call on existing customers to up-sell accounting, full service outsource payroll and direct deposit services.
- Responsible for new customer registration and all existing customer upgrades.
- Exceeded monthly goals and continually recognized for personal and department goals.
- Acted as a new hire ambassador from 2005- 2007.
- Helped implement and manage the Peachtree NPS initiative.
Skills
- Organizational Development
- Operations Management
- Corporate Communications
- Digital Transformation
- Operational management
- Project Management
- Office Management
- Revenue Generation
- Policy Development
- Operations Oversight
- Cross-Functional Collaboration
- Process Improvements
- Management Team Leadership
- People and Culture
Affiliations
- StartUp Atlanta- nonprofit
- Hands on Atlanta- nonprofit
- CXPA - Customer Experience Professional Association
Accomplishments
Terminus - Atlanta GA / Success Operations
Delightter - San Mateo CA / Product Direction & Design
Churn Zero - Washington D.C. /Sales & Marketing
TrustFuel - Atlanta GA / Product Design & Dashboards
Certification
CX Champion - Forrester
CX Professioal - Forrester
Certified Scrum Master - Scrum Alliance
Net Promoter Certified Associate - Satmetrix
Human Computer Interaction & User Experience Design - MIT
AI for Product Management - Pendo X Google
Timeline
Global VP Customer & Workplace Experience
Dataiku
04.2021 - Current
SVP of Global Customer Experience
1010data Inc.
12.2018 - 04.2021
VP of Customer Success & Experience
DoubleNet Pay
03.2017 - 12.2018
VP of Customer Success and Experience
CallRail
04.2016 - 04.2017
Director of Customer Success
CareerBuilder
08.2015 - 03.2016
Director of Global Customer Success
VersionOne
06.2014 - 08.2015
Global Director of Customer Success
SATMETRIX
08.2011 - 06.2014
Business Development/ Social Media Manager
Systino
10.2008 - 08.2011
Account Development Representative
CDC SOFTWARE
06.2007 - 10.2008
Sage Software
10.2004 - 06.2007
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