Jack O'Brien Email & Phone Number

Los Angeles, Ca, Us

El Segundo, Ca, Us

San Francisco, California, Us

-Responsible for a team of 10 across $14m ARR and achieving consistent NRR of 105% -Increased company-wide operational efficiency 20% by launching tech touch segment & auto renewal framework-Spearheaded internal customer enablement program, upskilling CSMs in industry specific knowledge and how to leverage product to achieve desired business outcomes, reducing hiring costs from SMEs to generalists -Streamlined the product feedback loop, amplifying voice of the customer across the org and informing future roadmaps-Led fiscal year capacity planning efforts for CS department alongside CFO and CRO

San Francisco, California, Us

-Implemented customer health score and QBR framework to increase data-driven risk mitigation and expansion strategy across the post-sale teams -Executed rollout of Catalyst (CS Platform) to CSMs and cross-functional stakeholders to increase visibility into customer adoption and key indicators for risk and expansion, reducing churn 15%

Sherman Oaks, California, Us

-Managed a team of 9 CSMs, responsible for $12m ARR, achieving 120% NRR through land & expand motion, multithreading, and measurable value realization -Developed playbooks for product adoption, expansion, and advocacy resulting in 20% increase in upsell across the team’s largest, most strategic accounts-Leveraged Lattice to create and deliver employee performance reviews, as part of company’s annual evaluation process -Partnered with professional services, product, and sales leaders to build cross-functional, scalable processes-Led monthly CSM All Hands, delivered content around operational initiatives and goal attainment

Sherman Oaks, California, Us

-Attained 95% gross retention and 118% NRR within assigned book of business -Owned CSM hiring process; met 2021 headcount goals two quarters ahead of schedule-Designed and implemented internal CSM onboarding curriculum, reducing ramp time by 4 weeks per hire -Top performer in role; 2021 FloQast President’s Club attendee

Sherman Oaks, California, Us

-Achieved 108% net revenue retention on book of business and 92% of all renewals -Improved aggregate account health and adoption across book of business by 15% YoY-Owned the contract negotiation process, maximizing revenue and ACV for customers upon renewal-Mentored 3 CSMs with focuses on product knowledge and quarterly business review strategy

Corona Del Mar, California, Us

-Actively managed 130 medical practices on PatientPop’s platform to ensure adoption, satisfaction, and retention -Successfully closed over $50,000 in upsell ARR Q2 and Q3 2021, exceeding quarterly expectations by 150% -Conducted business reviews with accounts, using qualitative and quantitative data to convey ROI -Collaborated with CS leadership on developing new hire training materials and onboarding processes

London, Gb

-Responsible for growing and maintaining a portfolio of 200 SMB accounts -Trained new customers on all HSBC products and online banking systems-Adhered to federal standards for AML, KYC procedures

London, Gb

-Managed inbound client requests for five financial advisory teams in Southern California -Maintained customer records according to FINRA standards

San Rafael, Ca, Us

Bachelor Of Arts (B.A.), Economics, Art History

Study Abroad Certificate, Art History