Jacob Bean Email & Phone Number

Seattle, Washington, United States

• Resolution point and customer advocate for enterprise customers across various industries from commercial entities to education and healthcare• Provides seamless payment experience, specific to e-invoicing and cXML, to help customers with account reconciliation, invoice discrepancy issues, ERP and procurement system integration, and any other issues that prevent customer payments• Troubleshoot both technical and process problems, guide implementations, and work cross functionally to resolve customer problems• Identify opportunities and build long term, end to end, scalable solutions for customers • Tracking and resolving customer issues for reporting purposes• Synthesize issues to help Product Teams prioritize customer facing problems

• Reviews and validates incoming deals for accuracy in cross-coordination with Sales Management, Finance, Legal, Development and Customer Operations members (99%+ accuracy rating for the trailing year).• Acts as the primary liaison with cross-functional business partners involved in the order process to facilitate deal closures (consistently 50/50 between orders/issues on all matters order management related).• Maintains files and customer accounts in order to create quotes/schedules/amendments that reflect product upgrades, consolidation and co-termination of maintenance renewal and add-on orders with cumulative discounting structures, all while maintaining Special Handling Object and subject matter expertise on the nuances of Strategic/Enterprise level customer accounts.• Operates as an escalation point to business partners for quote-to-cash operations and ensures compliance with published sales and business approval policies.• Manages independent process improvement initiatives, among other tasks.

Seattle, Washington

- Responsible for reviewing customer online transactions for fraud using internal resources and applications, including online systems - Identifies potential fraudulent activity and takes appropriate action including contacting customers and/or financial institutions to verify transactions and credit card information - Work interdepartmental with Guest Services, Distribution Center, Accounting and Human Resources - Maintained fraudulent activity files, records and databases

Seattle, Washington

-Account management role focusing on retention, revenue & relationship building at a Series B funded marketplace startup-Company's first delinquent account manager & as team lead recovered over $800,000 in 2015 collectively-Implemented and streamlined process for delinquent accounts resulting in higher efficiency of recovering delinquent funds and an overall lower number of delinquent accounts -Responsible for financial disputes/chargebacks, corresponding with appropriate bank and/or customer to ensure dispute was handled -In account manager role in 2016, managed $35,000 book of business with 93% account retention rate and a 87% revenue retention rate -Onboard new business, identifying customer's business needs to upsell, and increase adoption of the "Porch Guarantee" program-Collaborated with product development & engineering to streamline customer experience and product -Developed and maintained relationships with clients through various channels, including e-mail, phone and SMS platforms-Coordinated needs of accounts using various CRMs and tools including Salesforce, Zoho, Zendesk, and internal CRM

Seattle, Washington

-Prospecting & follow up on leads to grow property, casualty and life book of business-Provide excellent customer service by building relationships, processing payments and report claims-Cross-selling existing customers with other products to generate more business-Conduct policy reviews and update out of date policies -Generate quotes for new business and/or existing business

Downtown Seattle

- consistently exceeded sales expectations week-to-week while providing exceptional customer service - Promoted to watch specialist, resulting in a 20% increase in watch business. Additionally responsible for product placement, tracking brands, and communicating business successes to buyers and vendors-Built personal trade, as well as professional relationships from business to business interfacing -Merchandised product while providing knowledge and training to team members-Assisted in launch of newly acquired watch brands -Handled cash and financial transaction records in department during opening and closing shifts

Pyschology And Music Production, 3.0

Mathematics, 3.0

Majored in mathematics, minored in history