Jim Hartley Email & Phone Number

San Diego, Ca, Us

San Diego, Ca, Us

GTX Solutions is your go-to partner with a team of business growth mavens specializing in go-to-market strategies, customer value delivery, and technology solutions. Our team has the skill and experience to help you achieve your business goals by providing data-driven insights and expert advice. We deliver value through technology solutions and data analysis, allowing our clients to make better-informed decisions that drive growth and bottom-line results.

www.groovedata.comThe vision of GrooveData is to help businesses strategically evaluate, implement, and scale CDPs and other data technologies. By leveraging our advisory services, you'll be sure to get an honest, unbiased consultation on how to achieve success with your data and tech stack.

San Francisco, California, Us

San Diego, California, Us

San Diego, California, Us

Leads customer-facing teams for the Americas region, including cross-functional staff and management, comprised of over 80 reports accountable for supporting more than 800 customers at over $140M in recurring subscription revenue. Defines and optimizes the customer journey, develops/oversees lifecycle processes and touch points. Identifies opportunities for continuous improvement. Develops solutions for Customer-Facing Managers to deeply understand customers’ objectives. Gathers feedback from cross-functional departments to detect areas that will improve the customer experience.A few of my accomplishments include:• Proactively managed and grew product adoption, customer satisfaction and overall health scores for assigned accounts, supporting one of the largest upsell quarters in for customer success, resulting in more than 20% of renewable revenue and best in class retention rates for 2019.• Restructured pre-sales solution design and scoping process to increase efficiency across deal closure and information hand-off, boosting efficiency by 10% and quality by 25%. • Consistently drove upsell by 15% to 20% of total renewable revenue quarter-over-quarter. • Implemented Agile methodology and regionalization for customer onboarding and account teams to streamline the customer experience and internal workflows, resulting in increased efficiency for 2019 and beyond. • Defined segmentation of customer base and varying strategies by applying qualitative/quantitative scientific approach.• Revamped and implemented CSM software and sponsored the purchase/initial build, training and related deliverables, resulting in a cross-team rollout for proactive automation of CSM/AM operations and successfully mitigated risk and unexpected churn.

San Diego, California, Us

Directed global customer-facing teams and cross-functional teams comprised of over 35 reports responsible for supporting 800 customers at over $100M in recurring subscription revenue. Delivered strategic leadership for driving customer value and success through process improvement of technical support for customer experience touchpoints. Drove professional service engagements, resulting in upsell. A few of my accomplishments include:• Redesigned and implemented enhancements by unifying onboarding processes, engineer skill sets, and designed automated queue system and escalation paths resulting in decreased ticket resolution time by 20% quarter-over-quarter, beginning Q4 of 2019. • Decreased ticket response time by 50% YOY, beginning in 2018. • Increased number of first contact resolution touchpoints by 75%. • Achieved a CSAT score of 97% three consecutive years. • Revamped customer onboarding templates for Agile and Kanban project management approach, resulting in reduced time to value by 20%. • Introduced weighted agent scoring model to drive enhanced individual Key Performance Indicator (KPI)-based performance metrics. • Executed an advanced project management and support queue analytics initiative to identify ongoing areas of improvement for customer success and product teams.

San Diego, California, Us

Led customer facing digital strategy and data strategy teams accountable for ongoing product adoption and expansion of the organization’s customer data hub, focusing on CDP and DataAccess products. Directly supervised 15 team members, 250 customers, and more than $30M in recurring subscription revenue. Developed and maintained product best practices, resulting in successful onboarding and ongoing product adoption/expansion. A few of my accomplishments include:• Designed and scaled digital strategy practice globally from a team of three to more than 12 in a six-month period, supporting global customers with a net result of more than 90% retention rate for CDP and DataAccess products. • Partnered with product engineering on the organization’s first machine learning product, Tealium Predict. • Designed/introduced machine learning-based product, account health scoring, and customer segmentation initiatives.• Created product use case materials using cross-organization for sales, marketing, product and customer success efforts.

San Diego, California, Us

Supervised customer facing digital strategy and data strategy teams responsible for ongoing product adoption and expansion of the company’s customer data hub, focusing on CDP and DataAccess products. Designed and managed product best practices, resulting in successful onboarding and ongoing product adoption/expansion. A few of my accomplishments include:• Hired the organization’s first Digital Strategists in Tokyo and Germany.• Led a world-class team of three domain experts and worked cross-functionally with marketing, sales, and product engineering, serving as Subject Matter Expert (SME) for everything product related.• Created product use case materials using cross-organization for sales, marketing, product and customer success efforts.

San Diego, California, Us

As Digital Strategist my primary role is to drive client success for all things Tealium with a concentration on DataAccess and AudienceStream, Tealium's real-time action engine, omnichannel, and data distribution platform. In this role I consistently support big data and marketing campaigns for 20 - 30 clients spanning B2C, B2B, Lead Generation, Media, Publishing, and Financial Services. Business sizes supported range from small/medium business to enterprise level.Consultations include but not limited to: - Mobile - Analytics - Social Marketing (Facebook, Twitter) - Omnichannel - Email Marketing - KPI's - A/B Testing - Content Personalization - Display Advertising - Paid Search - Big Data

San Diego, California, Us

As Deployment Manager my primary responsibility was to successfully manage client implementations of our TealiumIQ and AudienceStream products. During my tenure I consistently managed successful projects carrying a rolling book of business of 20 - 30 clients yielding 100% retention rate. Responsibilities included but not limited to sales, general account management, project management, technology configurations and support and resource management.

Radnor, Pa, Us

Implementation and management of Adobe SiteCatalyst\Tealium Tag Management solution within enterprise applications including web-based and mobile platforms consumed by both internal and external users; manage defects, enhancements, testing and troubleshooting of analytics codeDevelop business and technical requirements for enterprise projects; forge highly-effective working relationships with project managers, technical leads, application developers and business stakeholders to maintain consistency of analytics implementation and data deliveryPreserve high-level of confidence from business and IT partners through on-going, timely responsiveness and supportEstablish and maintain repeatable processes to ensure adherence to digital analytics architecture directionProduce repeatable scheduled reports and dashboards and provide data analysis to business and IT partnersDevelop and maintain an understanding of enterprise data and database architecture for meaningful data collection and analysis

Radnor, Pa, Us

Member of Agile development team for re-design and migration of the company intranet to Microsoft SharePoint SolutionAct as SME for SharePoint governance, architecture, development and content self-service modelDesign, implement and test customized workflows to enhance enterprise business operations and content deployment

Radnor, Pa, Us

Manage analytic code implementation across Enterprise Applications by coordinating with Project Teams and Application DevelopersProvide analytic reports to various business units across the enterpriseDevelop and maintain Requirements Documentation

Radnor, Pa, Us

Assisted Senior IT Project and Program Managers by managing elements of enterprise program workbook including issues, risks, action items and artifacts; communicating with individuals assigned to these elements to successfully manage the workbookDevelopment of IT PMO Communications to PMs across ITLeveraging SharePoint technology to streamline communication between IT PMO and enterprise PMs; migrate PMO online portal to SharePoint platformAssisted in resource allocation re-design of enterprise programs and projects

My primary role was to manage all aspects of the retail operations and consistently manage over 20 employees. Design and maintenance of company web site; manage digital and in-store sales analytics. Responsible for supervision and mentoring of all employees and teams; onboarding, training, purchasing, budgeting, marketing, forecasting and inventory management.During my tenure as store manager I maintained consistent efficiency in purchasing, yielding profit increase of 5% - 10% annually. Additionally I forged, managed, and maintained sustainable customer, vendor, and wholesaler relationships.Notable Vendor Relationships: Nike, Under Armour, Adidas, Reebok, Asics, New Balance

Bba, Business Administration; Management Information Systems; Accounting

It Project Management Associate'S Certificate, Information Technology - Project Management