Jack Patterson Email & Phone Number

Roseville, Ca, Us

San Francisco, California, Us

As a Sr. Customer Success Manager, I am passionate about helping clients achieve their email marketing goals through strategic partnerships and tailored solutions. With over 10 years of experience in SaaS, I’ve worked with enterprise clients to drive adoption, streamline their email design processes, and expand their reach through fine-tuned email strategies.* Achieved 129% of revenue expansion goals over the past year by fostering strong client relationships through personalized success plans, identifying upsell opportunities, and consistently providing value-driven solutions that aligned with client business objectives.* Achieved 126% of adoption goals over the past year by proactively engaging with clients, conducting tailored onboarding sessions, and providing ongoing training and support to ensure they maximized the value of our software.* Reengineered the Enterprise Onboarding process to reduce time to value for clients.

New York, Ny, Us

* Responsible for retaining and growing a diverse book of home care agencies across several state markets.* Provide insightful and actionable feedback from my Enterprise clients to our executive leadership team.* Conduct quarterly business reviews with clients.* Lead tailored product demonstrations to show how HHAeXchange solutions will help my clients grow their business.* Build expertise in the home care industry, as well as HHAeXchange’ s product and offerings.* Partner cross-functionally with sales, product, marketing and finance to ensure the continued success of my clients.

New York, Ny, Us

Toronto, Ontario, Ca

Directed 3 teams ensuring client success across multiple facets of customer success. Oversaw 3 solution experts providing high-touch product support and service for accounts in key stages of the customer journey; 2 strategic solution experts establishing trusted, strategic advisor relationships with clients; and the mid-market training team developing and implementing client training programs. Mentored staff. Advocated for customers across all departments. Collaborated with other executive leaders to define departmental strategies, develop product roadmap and increase employee engagement.* Generated revenue and enabled clients to succeed in live-events space during COVID-19 period. Maintained cutting-edge knowledge of industry practices and educated team to become expert advisers on relevant strategies and products.* Drove proactive strategies that ensured client renewals and grew book of business post-acquisition (2019). Defined and implemented client engagement team restructure to meet the need for highly technical product specialists ready to solve complex business problems for large, strategic accounts.* Resolved extremely low conversion rates across product consolidation and resulting move of 1,000s of clients. Identified lack of human-to-human communications and built swat team of internal leaders toschedule immediate calls with at-risk accounts. Resulted in meeting overall retention goals during business transformation.* Improved staff retention and work performance by coaching team members to identify career goals, and developed plans to achieve desired placement in-house. Defined methods to improve customer experience and encouraged continual professional development.

San Francisco, Ca, Us

Supervised team, including new initiatives and training programs. Maintained effective and efficient headcount while driving employee hiring and onboarding. Developed and reported on key performance indicators. Handled client escalations, including complex problems. Worked cross-functionally to develop and improve upon company-wide processes.* Shifted departmental structure to single manager (from 2) while increasing staff productivity resulting in cost cuts and profit gains. Created and staffed new hybrid role to lead merchant services (required advanced soft skills and ability to backup imports/venue builds). Shifted other team members to tasks that leveraged individual strengths.* Identified and resolved loss of client trust caused by reoccurring bug and poorly handled internal support response. Equipped SEs through 1:1 coaching to consistently communicate product/engineering updates to clients in empathetic manner. Actions reaffirmed client rapport and reduced manager escalations.* Implemented CSAT tools that enabled quality service provision across 2-years leading up to company merger. Maintained 4.8 service level score and delivered seating maps, on average, greater than 1-day in advance of SLA.

San Francisco, Ca, Us

* Guided strategic accounts through implementation process. Advocated for newest clients across departments. Drove internal teams, ensuring implementation deliverables completed within established timeline. Facilitated resolutions by bringing together the appropriate stakeholders.

San Francisco, Ca, Us

* Sold event management software. Consulted with organizations to identify unique ticketing needs and demonstrated program functionality accordingly. Managed client relationships and sales pipeline using company CRM. Cross-sold clients on suite of products. Prepared proposals, contracts, and negotiated pricing and terms.

Sold STQRY platform to large Bay Area museums, government art agencies, and other cultural organizations. Developed lasting relationships with executives at top cultural organizations in region. Up-sold clients on premium subscriptions. Identified and rapidly resolved customer concerns through regular touchpoints. Monitored development timeline to ensure on-time delivery of products and features.* Managed marquee clients’ successful mobile projects.* Developed and refined young startup’s creative and business processes.* Increased efficiently, quality, and forwarded brand reputation.

Novato, Ca, Us

Processed financial transactions. Resolved an assortment of urgent customer issues via phone, email and in person. Promoted bank product line and tailored services to meet customer needs. Trained less experienced customer service representatives. Sold bank products.

Monrovia, California, Us

* Responsible for managing and ordering food daily for the frozen food department within the store.* Demonstrated efficient and accurate cash handling when working checkout on the cash registers. * Handled customer inquiries, resolved problems, and worked diligently to ensure customers had a positive shopping experience.* Trained many new employees on the frozen food section, tips on customer service and other aspects of working in the store.* Demonstrated and promoted products at the free sample display.

* Prepared a variety of specialty drinks upon customers’ request.* Managed sales in a fast paced environment with other dedicated colleagues.* Ensured customers received delicious products and a satisfying overall experience at the coffee house.* Trained new baristas on all aspects of the work.