Jack Rucker Email & Phone Number

San Jose, Ca, Us

Act as a central point of contact for Enterprise customers providing strong relationship management, strategic recommendations, and customer advocacyEngage with executive level customers to translate business needs into technical and operational plansProvide technical guidance, solution design, project management, and manage technical escalationsPartner hands on with internal Customer Success, Managed Services, Technical Account Management, Techops, Product, Engineering, and Sales to address customer needs, issues, and requestsCoordinate training and enablement for Enterprise customers, manage implementations, and ensure tracking and reporting is provided for leadership.

New York, Ny, Us

Global Leader | Strategic Program Management | Customer EngagementServe as Director on Franchise Technology team to drive a program to identify, intake, and advocate for Franchise Partner’s technology needs as well as support all Customer Success motions driving revenue and growth.Develop go-to market and sales enablement strategies and reporting / analytics and operations processes to support future growth. Partner with customer leadership of large regional franchises—up to the CTO level—to address change requests, APIs, technology integration and separation, and broader commercial and strategic concerns for 8 concurrent franchise partners each with 20-100 offices. Streamline and improve delivery strategy, pre-sales process, customer experience, revenue performance, and reporting. Primary point of contact for multiple large regional franchise organizations to streamline separation from internal WeWork tech stack and transition from included enterprise to partnership to autonomous franchise. Coordinate multiple project teams. Provide high-level project leadership. Address cybersecurity issues. Ensure protection of global assets.

New York, Ny, Us

Global Leader | SaaS | Customer EngagementServe as Director Technical Account Management for a new SaaS tool to strategically advise Sales, Customer Success, and Technology Leadership for a new revenue based application.Provide pre-sales technical solutions to drive revenue and adoption including custom technical demos, help with integration planning, and technical support.Strategically advise Sales on Customer Success development and delivery models to scale strong adoption and renewal motions resulting in 100K+ licenses sold in first 3 quarters of launch.Partner with customers to determine requirements, drive technical roadmaps, and lead strategy discussions. Designed and implemented workflows.Selected to manage onboarding and implementation of largest customers with specific demands and requirements, addressing concerns in a challenging engagement agreement.

San Francisco, California, Us

Technical Account Management | Strategic Lead | Customer Success AdvocateServe as technical and strategic lead and a primary point of contact for Zendesk’s top Enterprise customers. Collaborate cross-functionally, ensuring alignment with customer business strategies and driving technical outcomes.Pioneered the role of Technical Account Manager, serving as a key developer and program consultant. Led documentation efforts, continuous improvement initiatives, and Return on Investments (ROI). Successfully launched the program globally, supporting 30+ team members across 100+ top customers within 18 months.Strategic Roadmap: Built and delivered technical roadmaps aligned with top business priorities. Designed and implemented solutions, emphasizing change management, training, and proactive/reactive assistance.Customer Success Champion: Leveraged product utilization, optimization, and data endpoints to deliver outcomes in line with customer organizational strategies.Innovation and Communication: Deeply understood customer tech stacks and workflows, driving innovation and product adoption. Communicated effectively at all organizational levels.

Redmond, Washington, Us

Global Technology Delivery | Strategic Relationship Manager | Digital TansformationDeveloped and maintained strategic relationships within a major global audit and finance company, driving best-in-class customer experiences.Served as the daily primary point of contact and trusted advisor, combining product expertise with customer advocacy.Provided technical guidance and proactive assistance, adding value to all purchased services.Collaboratively led project management for implementations, ensuring alignment with client requirements and expectations.Owned global relationships with Microsoft Services, partnering with a major client across 150 countries and 14 downstream consultants.Leveraged analytical skills and strategic insight to optimize health checks, training, and deployments.Key driver in implementing Azure & O365 Cloud Services.Critical leadership role in service delivery planning, business strategy, revenue growth, and contract renewal.Evaluated and tracked purchased services, aligning them with clients’ business needs.Managed end-to-end support, including escalation, remediation, and root cause analysis.Demonstrated astute oversight of purchased services and licenses, enhancing Cloud Services & Digital Transformation.Consistently exceeded business growth quotas over a 4-year period.Honored with the Microsoft Gold Club Award in 2019 for exceptional IT leadership performance.

Redmond, Washington, Us

Administrative and Operational Support Specialist | Team Leader | Event & Project ManagerExemplary Support: Provided high-level administrative and operational support to the VP, Communications Director, and business managers. Managed calendar, communications, correspondence, and presentation development.Team Leadership: Acted as team leader for Business Administrators, facilitating monthly meetings, instituting policies, and ensuring adherence. Served as a team project manager.Strategic Coordination: Aligned business priorities by managing coordination efforts. Assisted in achieving a $1B revenue target.Event & Project Management: Championed and led event and project initiatives. Conducted initial planning, scoping, budget management, vendor negotiations, and issue resolution.New Hire Onboarding: Attracted top talent through effective onboarding processes.

Redmond, Washington, Us

Business Administrator Lead | Operational Strategist | Project ManagerTeam Leadership: Initially directed a talented team of business administrators, ensuring alignment with company policies and efficient implementation of administrative functions.Expanded Responsibilities: Assumed additional roles, providing administrative support, organizing operations, and managing key projects across the East region. Efficiently maintained operational cadence and synchronization.Effective Communication: Managed communications and prepared presentations for monthly and quarterly business reviews.Strategic Project Management: Applied astute organizational skills to lead strategic initiatives and implement key events. Successfully managed budgets, negotiated vendor agreements, and resolved logistical issues.Financial Oversight: Controlled reporting for organizational operating expenses, ensuring accuracy and compliance.Collaborative Leadership: Coordinated and led monthly meetings with all managers, communicated policies, and conducted data analysis.