Jacob Harrold Email & Phone Number

Richmond, Virginia, United States

I manage AMER’s most strategic accounts and currently act as the dedicated business partner to a Fortune 5 customer. I establish credibility and executive presence to cultivate relationships with C-Level stakeholders, ensuring they realize maximum value on the Anaplan platform.

Richmond, Virginia, United States

Richmond, Virginia, United States

Customer Success: Managed and supported $8M in ARR through full customer lifecycle- Acted as a trusted advisor to external stakeholders at the executive level, cultivating strengthened customer loyalty and system adoption - Drove over 500% increase in Net Promoter Score (NPS) score for inherited book of business (from 12 to 75) within 12 months of beginning role - Created CS Resource guide to drive client self-sufficiency, identify upsell opportunities, and advertise strategies to ensure success on our platform (distributed to over 9,000 clients quarterly)Key Contributions: - Led cross-functional team of 11 CSMs- Drove department-wide introduction of Quarterly Business Reviews, supporting ROI conversations for $247M in annual revenue across our CSM organization- Deployed Gainsight scripts that eliminated 40+ hours of non-value-added work for 140+ CSMs annually - Conducted regular internal syncs and trainings related to key initiatives and process changes-Managed programs with various departments, including an initiative to strengthen value proposition within client-segment- Main stage key-note speaker at Annual GTM Summit, presented on the importance of Framing Client Objections to increase sentiment on value -Created content and collateral to streamline engagement strategies to reduce the effort to serve our clients, train and enable new employees, and rebranded existing resources to drive process adherence for internal stakeholders (including multiple SOPs and internal handling-profiles)

Richmond, Virginia, United States

• Developed strong understanding of product roadmap and business needs of clients.• Conduct quarterly coaching calls resulting in improved client performance on SaaS platform while providing a holistic view of financial performance.• Manage and support 60+ clients through their full lifecycle.• Team Subject Matter Expert (SME) in performance to identify trends in productivity, monitor team impact to departmental goals, and strategize ways to create the most valuable client interactions possible for my department.• Work closely with other departments to effectively project manage and onboard clients to athenahealth’s platform and upsell/cross sell products and services to show continued value in partnership.

Richmond, Virginia, United States

I served as the Division Leader for EFW’s fastest growing vertical, supporting $100M+ in ARR. I led 20 managers and over 90 employees across our Strategic Accounts, Logistics, and CX departments to continuously support the growing needs of our customers as well as exceed goals in revenue and quality of service.

Richmond, Virginia Area

I managed a team of 16 Associates and 2 Team Leads while working to support the Sr. Operations Manager in streamlining our daily operations. As a Client Liaison, I served as the direct point of contact for key EFW clients including online retailers and E-Commerce vendors. I strengthened the relationship between EFW and our partners by preventing and resolving escalated situations at the executive level and improving communication through daily and weekly conferences.

Richmond, Virginia Area

As a Team Lead, I directed a team of 12 employees in EFW Operations. I was responsible for maintaining a healthy relationship between EFW and our partners while encouraging team members in professional development. I also worked to streamline existing processes through data collection and review.

Richmond, Virginia Area

In this position, I routed, coordinated and tracked the progress of EFW shipments. Additionally, I partnered with team members and vendors to provide exceptional customer service and ensure critical delivery timelines were followed.