Jonathan Hess Email & Phone Number

Westminster, Co, Us

Longmont, Colorado, United States

As a Customer Success Manager, my primary role is to ensure customers have a seamless experience using the Docketly platform by serving as the main point of contact for my assigned clients. This involves overseeing every aspect of their customer journey—from informative onboarding sessions and monitoring key metrics to facilitating ongoing client meetings and coaching opportunities.In this role, I engage with commercial, mid-market, and enterprise customer segments, which allows me to adapt between high- and low-touch engagement strategies, proactive and reactive support, and self-service versus white-glove treatment.I collaborate closely with multiple teams to remain attuned to the status of my assigned clients and overall customer satisfaction. This includes working with Sales to develop effective onboarding strategies and partnering with the Product Team to write, advocate for, and test product enhancements.

As a blend of 'customer success' and 'customer support' leadership roles, I am accountable forSPI Labs' end-to-end customer engagement.Whether it's delivering cutting-edge software solutions, offering premier frontline technicalsupport, or analyzing critical 'Go-to-Market' metrics, my aim remains constant: to guarantee aflawless and enriching customer journey, spanning from onboarding to post-purchase andrenewal satisfaction.With this responsibility comes the ability to seamlessly pivot between proactive and reactivesupport, employing a flexible spectrum of low-touch to high-touch engagement strategiestailored to meet each customer's unique needs or level of attention.

As the Product Manager, my objective was to act as the “CEO” of SPI Labs’ product lineup. Thisrole involved guiding the ideation, design, development, launch, and management of SPI Labs’SaaS platform, Fusebox, while prioritizing end-user satisfaction and retention, timely deploymentof products and features, and effective cost management.

As the Product Marketer, I managed the awareness and success of SPI Media’s onlinecommunities, self-guided online courses, and website content by delivering effective marketingcommunication to the company’s audience.In this role, I routinely collaborated with the product, sales, and content teams to define SPIMedia’s value proposition, build important sales forecasts, and develop and execute targetedmarketing campaigns to generate excitement around the product lineups or promotions.Finally, I functioned as the primary copywriter for the company's founder and acted as the hostand facilitator for live and pre-recorded events.

Columbus, Ohio Area

As the Digital Product Development Specialist, my objective was to act as the liaison betweenZaner-Bloser’s digital products, the customer, and the sales team.This role involved becoming a product expert for the company’s suite of educational software,providing frontline email and phone support to the entire subscriber base, and engagingregularly with my assigned accounts on everything from onboarding, backend setup, to on-sitetraining and demonstrations.I continuously worked with the sales team, most importantly during the renewal periods, to assessthe customer’s satisfaction and conduct an account assessment to uncover insights regardingupsell and cross-sell opportunities.

Columbus, Ohio Area

At Apple, I provided frontline customer support and created experiences that promote excitement about Mac ownership. Working alongside a team of certified technicians, I managed the daily hardware/software troubleshooting & repair of Macintosh and iOS devices.During the 2010-2015 employment, I helped redefine the Genius Bar experience process to support a larger number of customers daily through programs like; Project Triton and One- Point. I was the first employee in the market to pilot an In-Store Career Experience as Lead Genius. Facilitated and mentored in-store training for new technicians and employees.During the 2017-2019 employment, I reprised my role as Genius in a part-time capacity.

Columbus, Ohio Area

Developed daily curriculum and instruction for approximately 90 high school students. Taught 9th grade World History and 10th grade AP U.S. History. Facilitated all teacher to student engagement and AP Test preparation.

Bachelor Of Arts (B.A.), Integrated Social Studies

Master'S Degree, Education

College Preparatory, College/University Preparatory And Advanced High School/Secondary Diploma Program