Craig Jackson Email & Phone Number

New York, Ny, Us

New York, New York, Us

New York, Ny, Us

➤ Driving the transformation of the Global Operations into a “Digital First” delivery team that focuses on DevOps and empowers IPsoft technologies for numerous resources.➤ Successfully developing a customer-centric approach through several strategic initiatives that reorganize delivery teams to support customer and product segments.➤ Effectively implementing numerous controls to drive renewal risk mitigation, revenue forecasting, and maximum value realization from company offerings. ➤ Expertly enhancing performance reporting by focusing on client needs and requirements, instituting new processes to support tighter workforce and team planning and generate value realization for customer base. ➤ Developing strategic integrations across a handful of tools to support end to end visibility in the customer journey.➤ Playing an instrumental role as an executive that serves as primary escalation point for all customer-impacting issues.➤ Providing expert oversight to the alignment of delivery and technology solutions with client business needs through effective leadership of monthly service reviews and quarterly business reviews.➤ Offering full support to product adoption and enablement opportunities by actively communicating with clients, inside sales, and engineering team regarding plans and initiatives.➤ Creating a Customer Success Operations Proposal in November 2021 to bring advancement in client experience.

New York, Ny, Us

➤ Established a top-caliber Customer Success Group from the ground up in a span of 30 days along with approximately 30 resources, which included key performance indicators (KPIs) and metrics.➤ Spearheaded the rapid deployment of cloud-based AI technology of IPsoft called “Digital Employees” for potential clients in accordance with the Amelia Cognitive Agent framework.➤ Managed the Customer Success Engineering Team in leading clients through product demonstration, while supporting business process workflow development.➤ Brought efforts in supporting technology configuration and integration through close coordination with clients, inside sales, and engineering.➤ Boosted retention through efficient monitoring of product usage and user adoption rates after customer went through the initial 30-day trial period.➤ Focused on growth and retention by regularly overseeing usage-based metrics toward driving customer engagement.

New York, Ny, Us

➤ Collaborated with team to drive customer experience improvements by tracking bugs across the deployed software as well as tracking user adoption through module and knowledge management usage. ➤ Continually analyzed response and resolution deployment times, monitoring the percentage of issues escalated and the overall value through automation.➤ Strengthened client relationships while serving as liaison between the Customer Relationship Management (CRM) Team and client stakeholders.➤ Worked collaboratively with the CRM and AM staff in reviewing weekly and quarterly value targets; generating plans, solutions, and roadmaps for a better service delivery; continuously driving positive customer experience; and guaranteeing return on investment (ROI) through product value initiatives.➤ Executed translation of business goals and customer needs into prioritized product requirements and use cases.➤ Administered identification of customer delivery inefficiencies by partnering across all departments and executing systematized solutions throughout the organization for mitigation of pain areas.➤ Headed a weekly meeting with the CEO to evaluate the development over value targets and internal/external blockers with mitigation plans.➤ Supervised the communication program with customer stakeholders to discuss created product goals and progress.➤ Drove development of profit and loss dashboards for delivery and support teams to track goals and results.

New York, Ny, Us

➤ Directly reported to the CEO, assuming tasks to manage over 60 staff involving one regional manager in charge of customer satisfaction across the IPsoft's entire install base.➤ Successfully developed several processes to integrate with our sales team in support of upsell and renewal initiatives, account health scoring, overall NPS and CSAT indicators, ➤ Creating and implementing strategic communication processes between internal teams, clients, and sales stakeholders.➤ Took ownership of translating business goals and customer needs into prioritized product requirements and use cases.➤ Maintained active program communication with customer stakeholders on all established product goals and progress.➤ Implemented a structural change throughout the Customer Relations Department in 2015 that led to a 10% headcount savings through development of a business analyst function.➤ Succeeded offloading 90% of the reporting function to the BA Team, thus, enabling the Customer Relations Department in accelerating for the next nine months without adding headcount.

New York, Ny, Us

➤ Led core automation value proposition for over 45 Fortune 500 customers, as well as for over 200 global accounts, while dealing with supervising 80 staff and 2 regional managers.➤ Executed various interdepartmental process efficiencies to sustain high-volume output in autonomic delivery.➤ Instigated electronic daily, weekly, and monthly reporting to accurately validate key trends in automation gaps and unexpected execution patterns.➤ Formulated data driven KPIs for the global team for precise measurement of performance and quality, combined with a new dashboard to deliver transparency directly to the team.➤ Grew autonomics output by 400% globally through successful leadership of the Continual Service Improvement Team, thereby resulting to only a 5% increased headcount.

New York, Ny, Us

➤ Delivered remote infrastructure management for Windows systems by directing services to over 100 enterprise customers➤ Assumed full accountability for service delivery, customer satisfaction, issue escalation, and resolution.➤ Built standards in operational data analysis to manage teams by exception, in which standards implementation happened globally across all operations towers.➤ Approved automation program to provide Windows, Exchange, Active Directory, VMware and NetBackup virtual engineers to required platforms.➤ Enabled the UK Team to support IPsoft's global install base and elevate customer satisfaction within the region, resulted in exceeding KPIs in 90 days at the same time earning a promotion to handle the global Continual Service Improvement Department.➤ Fastened deployment monitoring and minimized reliance on internal and external resources through excellent management of agent-less monitoring solution program development.

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