Jim Hickey Email & Phone Number

San Mateo, California, Us

I spearheaded global operations and strategy for Customer Success, Renewals, Professional Services, Enablement, and Tech Support, leading a team of 300+ employees across these functions. My focus was on aligning processes, optimizing systems, and driving scalability and efficiency to ensure we were all working toward the same goals and delivering exceptional results.TOP ACHIEVEMENTS SPAN: ► Conceptualized, developed, and launched subscription packages, driving annual post-sales revenue by collaborating with finance and service teams to justify and deploy new offerings.► Improved customer retention by reducing churn 5-7% and boosting renewal rates through the ‘7 Factors of Adoption’ program and strategic adoption initiatives.► Partnered with analytics, IT, finance, and product teams to construct centralized dashboards, enhancing data visibility, reporting accuracy, and cross-functional decision-making.► Defined and implemented KPIs, streamlining performance tracking and aligning teams to strategic objectives for consistent progress measurement.

San Francisco, California, Us

I led the delivery and optimization of our professional services operations, focusing on everything from resource allocation to service frameworks. I worked to ensure our processes were efficient and scalable, constantly monitoring utilization and profitability to drive both client success and operational excellence.TOP ACHIEVEMENTS SPAN: ► Boosted quarterly billable utilization from 35-40% to 60-65%, driving increases in bookings, billings, and service margins through structured process improvements. ► Established governance, policies, and SLAs, promoting alignment, consistency, and a culture of continuous improvement across customer success operations.► Built and scaled professional services and onboarding frameworks, introducing repeatable processes to enhance customer journeys and streamline service delivery.

Milpitas, Ca, Us

I re-engineered our client delivery model and established new professional services standards that transformed how we engaged with customers. I introduced innovative implementation and onboarding methodologies, which significantly improved both the customer experience and service efficiency. TOP ACHIEVEMENTS SPAN: ► Generated 91% YoY increase in professional services revenue and 97% YoY increase in professional services billings. ► Skyrocketed average billable utilization from 48% to 65%, optimizing performance and resource allocation.

Milpitas, Ca, Us

San Jose, California, Us

Led Business Operations for Marketo's Professional Services, Account Management and Renewals, Education and Support teams. Leads and drives strategic & x-functional programs, business process improvements, product management, systems, staffing and capacity, sales support, project accounting, financial reporting, subcontracting, approvals, offshoring, and overall governance

San Jose, California, Us

I was brought on as employee #27 with the opportunity to lead the growth of our Professional Services team from just 3 people to over 140. What started as a small profit center quickly evolved into a major revenue driver for the company.I focused on recruiting top-tier talent, mentoring a team of 65+ consultants and subcontractors, and building a culture of service excellence. Through these efforts, we scaled the team and significantly boosted customer satisfaction and revenue, all while maintaining a crystal-clear focus on delivering exceptional value to our clients.TOP ACHIEVEMENTS SPAN: ► Prototyped and implemented scalable onboarding approaches – as the customer base skyrocketed to 4K+ – including automation to track customer engagement. ► Reduced time-to-value (TTV) to ~30 days by streamlining onboarding processes to enable thousands of customer onboardings. ► Featured speaker at 2009 Marketo User Conference.By aligning cross-functional efforts and optimizing workflows, I helped ensure smooth operations and fostered a collaborative environment that enabled the entire organization to work more efficiently and effectively.TOP ACHIEVEMENTS SPAN: ► Reduced renewal risk 40%+ through development and implementation of a program addressing “lost champion” risks with onboarding playbooks and request systems. ► Increased revenue, improved customer satisfaction, and reduced churn, deploying pacesetting customer retention strategies. ► Contributed to significant annual revenue growth, expanding and continually evaluating customer success operations across the enterprise. ► Drove operational readiness and compliance during pre-IPO audit, partnering with the accounting team.

Cambridge, Ma, Us

Managed all aspects of account management and client delivery of technology management services in strategic accounts. Successfully negotiated contracts, assessed upsell opportunities, built partnerships, retained customers, created teams, empowered people, and delivered results through innovative thinking. Pursuit leader on sales efforts. Delivered measurable value on every project.

Cincinnati, Ohio, Us

Responsible for account management and growth of a client’s business with Organic’s service lines (Engineering, Advertising, Media, Strategy, Project Management, Creative Design and Logistics). Point person between clients and Organic’s service lines, educated internal teams on client’s business objectives, developed and negotiated contracts, and engaged in high-level strategic discussions with clients regarding their overall objectives.Built, organized, and led engineering project teams at Organic. Managed engineering staff, built and designed large ecommerce sites, resolved technical issues, championing solutions, and served as an inter-departmental liaison to ensure a project's success.

Cambridge, Ma, Us

Managed aspects of pre-sales in Western Region, provided technical expertise on enterprise solutions to potential customers, partners, and sales staff, delivered presentations on Pegasystems’ architecture and products, estimated the size and cost of software implementations, and designed specifications for a new suite of CRM products. Developed and maintained major partner relationships. * Assisted sales teams that closed multi-million dollar deals with large corporations such as Citicorp-Latin America, Franklin Templeton, and Columbus Bank & Trust.* Played major role in the design and development of launch of eCRM products.* Presented at Pegasystems' annual user conference in 1998.* Ranked in top 5 in Pegasystem’s Western Region for consulting revenue generation for two straight years.

Mba, Executive Management

Certificate, Executive Presence

Certificate, Marketing

Certified Pmp (Project Management Professional)

Certificate From Zigzag Marketing

Bachelor Of Science, Economics And Business Adminstration, Honors Concentration In Finance Services