Brian Wilson Email and Phone Number
Brian Wilson personal email
- Valid
I am an established customer success & service manager with proven experience owning all aspects of account management for small, mid-sized, and large organizations. I have a strong history forming client relationships and work well under pressure to devise new ideas/plans and execute within a strict timeline.Throughout my career, I have demonstrated a strong ability to exceed Key Performance Indicators (KPI) for account retention, relationship deepening, and revenue growth. A passionate Success and Service Manager who forges partnerships through customer and product knowledge. I'm a strategic thinker who brings fresh ideas to an organization that needs to differentiate itself. Peers respect my ability to take the lead on high-value account opportunities, as well as my ability to lead cross-functional teams that are focused on customer service and relationship management. I am a highly reliable, driven and empathetic individual committed to helping the business and others grow. ***************************************KEY AREAS OF FOCUS☑ Customer Success & Experiences☑ Systems Management and Implementation☑ Software Implementation☑ Voice of Customer (VoC)☑ Customer and Operations Journey Mapping☑ Contact Center Technology and Management☑ Phone IVR Development☑ Chatbot Development☑ Omni-Channel ☑ Relationship and Vendor Management☑ Business Process Outsourcing (BPO) Management☑ Business Development☑ Request for Proposals (RFP)☑ Contract Negotiations☑ Data Analytics☑ Key Account Management☑ Project and Product Implementation☑ Project Management☑ Continuous Process Improvement☑ Cross-Functional Leadership☑ Strategic Planning & Execution☑ B2B and B2C Relationship Building ☑ EdTech☑ GovTech***************************************I’m always open to expanding my network and connecting with other top professionals. Please add me as a connection.
Indiana Economic Development Corporation
View- Website:
- iedc.in.gov
- Employees:
- 118
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Indiana Economic Development CorporationChicago, Il, Us
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Customer Satisfaction And Retention ConsultantIndiana Economic Development Corporation Jan 2023 - PresentIndianapolis, In, UsAcquired and implemented a new government-compliant marketing and customer relationship management (CRM) system to streamline lead generation and marketing management across all channels. Responsible for guiding and supporting the team in utilizing the CRM system to promote the state's "Indiana for the Bold" rebranding campaign.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Successfully managed the migration of over 30,000 contacts from IEDC's previous Mailchimp marketing system, implementing advanced segmentation strategies incorporating demographic, geographic, firmographic and behavioral data elements. This resulted in the ability to tailor newsletters that effectively cater to individual interests, optimizing engagement and driving impactful communications resulting in an 18% increase in open rate.✔ Worked with sales, marketing, business development and several other departments to map customer journeys and identify weak points to improve communication, resulting in getting inquiries to the correct person faster and speeding up overall response times by 23%. ✔ Led the development and execution of the first customer satisfaction survey. Analyzed customer feedback to make changes to processes and help the department achieve a Customer Satisfaction (CSAT) score of 82.5%.
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Founder & Primary ConsultantProcx Solutions Llc Jan 2023 - PresentFounder, primary consultant and customer experience leader of ProCX Solutions. Looking to inspire organizations by enhancing the customer experience through advising, providing change management and scalable customer service solutions. Please reach out if you're interested in a conversation about improving your companies Customer Experience (CX). -
Senior Systems Administrator - Customer ExperienceHerff Jones Jul 2022 - Feb 2023Indianapolis, Indiana, Us -
Customer Experience Systems AdministratorHerff Jones Nov 2020 - Jul 2022Indianapolis, Indiana, UsResponsible for leading the implementation of a new telephony system (Five9), case management environment (Astute/Emplifi), workflow automation and digital records database to help improve and enhance the company’s employee (EX) and customer (CX) experiences. Working with leaders across the company to integrate systems into their daily functions and analyze the collected data to support the 200+ on-site and remote team members across 10 departments and 5 manufacturing facilities.
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Director, Customer SuccessCredentials Solutions Jun 2017 - Jan 2020Scottsdale, Arizona, UsIn 2017, I was promoted to Director where I oversaw the largest department in the company, Student Success. A year later the Customer Success team was added to my responsibilities. The Customer Success team consists of 12 employees supporting 600+ clients accounting for over 23 million in annual revenue. The Student Success team is a unique group that supports the consumers of our clients and consists of over 10 employees that respond to 250,000+ phone calls and tickets annually. I am responsible for the strategic planning and execution of all Success operations across all offices.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Implemented the daily use of Salesforce into the Customer Success team to provide superior account management and improve customer retention by helping to identify potential at risk customers. ✔ Since 2017, reduced customer churn to less than 1% through active customer engagement, relationship-focused management, and providing a consultative solutions approach. ✔ Reduced inbound call volumes for the Student Success team by 30% YoY while experiencing over 10% annual company growth. -
Project And Product Manager ★ Educheck Product ★ Full Product Lifecycle ManagementCredentials Solutions Jun 2016 - Jun 2017Scottsdale, Arizona, UsFrom 2016 to 2017, I served as both Project Manager and Product Manager for eduCheck. In this role, I oversaw the end-to-end product suite, including designing the product suite concept, and driving development, UI, and UX design.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Secured buy-in directly from the CEO and COO, as well as other members of the executive leadership team.✔ Achieved successful rollouts for 2 products; led the development of a completely new suite of products.
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Director, Account Services And Branch Operations ★ Leadership For 25 Employees Across 2 OfficesCredentials Solutions Dec 2015 - Jun 2016Scottsdale, Arizona, UsIn 2015, I was promoted to Director of Account Services and Branch Operations, where I led 25 total reports across 2 branch offices.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Introduced new processes to improve department operations, administrative operations, forecasting, budgeting, and reporting.✔ Partnered with IT leadership to implement continuous improvement efforts, reducing call volumes and increasing productivity.
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Manager ★ Ohio Branch OperationsCredentials Solutions Dec 2014 - Dec 2015Scottsdale, Arizona, UsFrom 2014 to 2015, I served as Manager for the Ohio branch, where I led 20 reports across 4 departments. I temporarily relocated to Ohio and played a key role in the company’s first acquisition. SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Successfully integrated operations across customer service, account management, Print & Mail, and IT in a post-acquisition environment.✔ Transitioned 3,000+ accounts to work in synergy with the home company’s product line.✔ Evaluated individual and leadership performance to support a large corporate restructuring – led decision-making on which employees to retain.✔ Improved productivity by bringing in high-speed print and mail equipment, decreasing work times 300%.✔ Following a major acquisition, led efforts that helped retain 85% of revenue.
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Sales Director ★ 2,700% Revenue GrowthCredentials Solutions May 2011 - Dec 2014Scottsdale, Arizona, UsIn 2011, I was promoted to Sales Director, where I led relationship management, business development, and account management operations across multiple territories.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Quadrupled revenue YOY in 2013 while managing the RFI and RFP process for target accounts.✔ Increased revenue from $21K to $586K over three years.✔ Supported innovation by the sales team for product enhancements, ensuring the product suite met with client needs.
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Manager, Nevada Branch ★ Selected By Leadership Concurrently To Sales Director RoleCredentials Solutions Nov 2013 - Apr 2014Scottsdale, Arizona, UsI served as Manager for the Nevada Branch between 2013 and 2014. Selected by senior leadership for the role, I worked concurrently in this position to my Sales Director role.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Instituted the processes, procedures, and training that enabled the branch to triple from 5 to 15+ employees.✔ Recruited a permanent Branch Manager and provided the mentoring necessary to achieve continued success.
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Client Relationship Manager ★ Enterprise Relationship Management & Business DevelopmentCredentials Solutions Jan 2005 - May 2011Scottsdale, Arizona, UsFrom 2005 to 2011, I served as Client Relationship Manager where I oversaw the complete account relationship in a post-sale, customer success role.KEY SYSTEM RELATIONSHIPS➞ PeopleSoft➞ Banner➞ Colleague➞ Jenzabar➞ Legacy SystemsSELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Managed $1M in annual recurring revenue across 40 key accounts.✔ Improved customer satisfaction by serving as the go-to resource for any implementation or account issues.✔ Implemented the complete company product suite, tailoring each solution to meet specific client environments, information systems, and priorities.
Brian Wilson Education Details
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Southern New Hampshire UniversityBachelor Of Arts - Ba -
General AssemblyComputer Software Engineering
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Oakton CollegeAssociate Of Arts - Aa
Frequently Asked Questions about Brian Wilson
What company does Brian Wilson work for?
Brian Wilson works for Indiana Economic Development Corporation
What is Brian Wilson's role at the current company?
Brian Wilson's current role is CX Transformational Leader | CRM Admin | Project Manager | Creator of exceptional Customer Support & Success experiences.
What is Brian Wilson's email address?
Brian Wilson's email address is bj****@****ail.com
What schools did Brian Wilson attend?
Brian Wilson attended Southern New Hampshire University, General Assembly, Oakton College.
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