Jake Clawson Email & Phone Number

Eagle Mountain, Ut, Us

As a SAM I’m hyper focused on my customers and their continual success. I understand their needs, goals, and mission to make sure we’re aligned in our actions that will drive their growth and success. • Support a large list of Enterprise Dell/EMC customers, ensuring their contracts remain active through renewal and that their hardware meets their business needs. • Develop long lasting real partnerships with customers through dedicated support, thoughtful care, and clear strategic insights that are focused on helping their business grow and thrive. • Coach and train internal new hires, working as a team lead/mentor to help them as they grow and learn how to support their customers. Cross-train team members and the organization on internal processes.• Work very closely with cross-functional teams such as Sales, Support, and Engineering. Together we work to ensure our customers are provided what they need to succeed. • Lead monthly/quarterly Business Reviews with executive, C-level, and other key stakeholders. Leading trainings and webinars on how to use products and ensure proper knowledge and adoption of tools available to our customers. • Customer calls and trainings focus on on performance and maximization of products that include actionable insights for continued improvement and growth. • Proactively working to drive the renewal of expiring contacts. Starting the conversation early to keep renewal top of mind. Renewal success rate of over 90% for current customers. • Renew support contracts with entire book of business and have increased support contracts by 10% YoY. Customers have added more additional support to other sites and assets as they have seen the value that comes from a dedicated customer advocate. • Focus on building strong relationships by creating great experiences with every interaction.

Draper, Utah

As a strategic customer success manager I am dedicated to developing strong relationships that promote loyalty, retention, and growth. I work closely with our customers and cross functional teams to provide great experiences and complete satisfaction. Focusing on partnering with my customers to be a trusted advisor, driving growth, retention, renewal, and expansion. • Managed and drove action on a full book of high performing/national accounts, focusing on the partnership and strategic growth of their company both on and off the platform.• Drove the understanding and full use of the Thumbtack platform with all accounts through dedicated insight, support, and training. Increased correct product use and adoption from 65%-90% in 6 months. Conjunctively increase customer spend on the platform by 25%.• Became an SME for multiple categories on the Thumbtack Platform. • Placed a significant focus on reporting and providing data to push change and adoption. Data was also proactively used to help retain customer, renew contracts, and avoid churn. Data obtained through Mode, Tableau, Salesforce, and BigQuery SQL tools. • Developed and implemented tailored processes cross-functionally to scale the sale and on-boarding of potential locations and accounts to use the Thumbtack platform.• Lead Quarterly Business Reviews with executive management and key account stakeholders. Also lead conference calls and trainings around product changes/updates to both customers and internal teams.• Successfully developed pilot programs with national franchise locations to onboard and support their franchise owners such as You’ve Got Maids and Sears Home and Business Services. Helped increase the number of locations on the platform from 1 to 20. • Developed strong partnerships with account base, focused on business planning, goal setting, and retention/renewal of product use while prioritizing the growth and expansion of their companies.

Territory based channel specialist dedicated to assisting re-sellers find and drive opportunities in the Public Sector ESSN end user market• Lead team meetings and trainings. Managed 4-6 team members. Helping employees on new processes, along with completing 1:1’s to move individuals towards meeting their goals and ambitions.• Obtained and verified EG ESSN sales opportunities, efficiently tracked and moved opportunities through sales pipeline through our internal CRM.• HP Programs and contracts subject matter expert. Ensuring requirements were consistently met to receive partner benefits. • Manage a book of 20+ customers, utilizing CRM tools to track and update activities and opportunities. Documenting all notes and conversations in CRM.• Achieved results by consistently hitting/exceeding quarterly quota. Focused on retaining current customers, renewing contracts, and working closing with sales to procure and develop new customers.• Consistent high performer, repeatedly meeting and exceeding quarterly quota of $1.5M+. Recipient of many quarterly rewards and incentives over multiple years. • Utilized tools such as Salesforce to track and close opportunities and work cross functionally with remote and field teams.• Developed strong relationships with other sales teams, working collaboratively to create great customer experiences.• Ensured partner E-Rate compliance requirements were met.• Built strong business relationships/partnerships with channel partners.• Contributed and developed Hewlett-Packard Public Sector sales opportunities with HP partners.• Handled various tasks to resolve customer and partner requests quickly and efficiently.

Lead territory based account management team for HP Deal processing and approval. Processing deals fast and efficiently reducing overall turn around time. • Managed a team of 7-9 specialists supporting sales operations in processing and closing out customer deals with speed and accuracy• Work with complex technical systems to review customer deals, analyze customer account needs to align with customer needs and timelines• Monitored teams number of deals completed daily, ensuring we hit our daily goals and met our high standard of quality• Provided best practices and training to team members on a weekly basis• Led monthly executive sessions with senior leadership to forecast progress, review performance, and propose strategic methods for increased success• Worked proficiently and quickly to ensure accuracy and quick turn around time• Efficiently works with cross functional field teams to process and handle cases quickly• Worked with complex systems to evaluate customer legitimacy and account information while ensuring the information was successfully synced to our CRM• Developed close relationships with all partner business managers and sales teams for quick resolutions on final pricing

Lead and managed a team of specialists who assisted HP's business partners in purchasing and reselling equipment• Managed a team of ~10 specialists that were focused on sales service.• Drove sales creation and closure with enthusiasm through training and example.• Developed and created quarterly promotions and incentives to motivate teams to perform optimally.• Innovated new processes to streamline the business and how we supported our clientele. • Worked closely with clients by gathering and providing insightful data regarding our contractual agreements .• Trained team members on new procedures and provided weekly feedback through 1:1's to improve performance, accountability and morale.• Successfully motivated teams to constantly strive to improve results and surpass SLA's.• Lead by example and provided the team with open honest channel of communication.

Handled inbound partner/re-seller support regarding HP processes and tools. Developed warm sales leads and efficiently transferred them to sales support.• Created and processed multiple sales opportunities each week with varying partners. Led the organization for multiple quarters with closed opportunities and revenue gained.• Professionally assisted partners and end customers with questions via email and phone support• Gathered and shared insightful information regarding the purchasing and selling HP products according to HP guidelines and protocol with both teams and partners alike. • Specialized in multiple complex tools and partner programs. Cross-trained other team members to be familiar with other areas outside their specializations.• Continually searched for sales opportunities to increase HP revenue, and finalized opportunities with partners and internal sales teams

Greater Salt Lake City Area

Processed credit card applications by handling sensitive information and relaying it to the proper departments• Received and processed inbound and outbound mail/applications for prepaid cards• Managed a small team of specialists ensuring daily tasks were completed promptly and efficiently• Handled secure, personal information regarding customers and clients • Updated customer profiles and updated customers on important account information. • Worked on a tight schedule with deadlines, always completing daily tasks and requirements

Reviewed and graded customer service calls, finding ways to help improve the overall service provided to our customers• Used complex tools to monitor and track data• Worked with Microsoft Access to create and manage a database of scores and information• Had 1:1 sessions with representatives to help guide and coach them to improve their work ethic and service• Provided team training with suggestions on how to better the quality of our work• Tracked amount of calls we monitored daily to ensure we were hitting/exceeding our goals

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations

Associate Of Science (A.S.), Business Administration And Management, General