Jacob Griego Email & Phone Number

St Petersburg, Florida, United States

Manage all phases of the customer journey post the implementation onboarding process through customer renewal. Specialized knowledge and experience within all platforms and applications to drive stronger adoption and value for the customer's specific needs.• Actively structured and organized a daily proactive cadence to ensure the account base receives regular engagement, strengthening renewal percentage, net revenue retention and gross revenue retention.• Built customer trust by advising, training, and timely responsiveness to customer inquires. Quickly and efficiently resolved customer issues leading to improved customer health, higher save percentage and net promoter score. • Reduced churn by proactively engaging early during the onboarding process to mitigate any potential risks that could produce an early cancellation request.

Temple Terrace, Florida, United States

Created enhanced reporting, analysis, and dashboards for multiple account bases and programs quarterly. Spearheaded specific data analysis pertinent to Key Performance Indicator metrics on behalf of senior leadership. • Directed team responsible for the regular maintenance of a global base of over 150k accounts, including Lean Data automation of the new account assignments directly from new sales.• Launched the Customer Portal - Support Process, the first customer facing billing portal for over 140k customers globally. The designed, documented and approved support process set the standard for all enhancements and iterations of future Customer Portal releases. Partnered with Voice of Customer leadership to provide enhanced reporting and dashboards to future expansion of the portal.• Organized metric definition for Global Customer Success by consulting with senior leaders, business intelligence and global operations. Achieved Director approved metrics by unifying key decision makers. • Conceptualized, drafted, and published detailed process instruction and governance which served as Learning and Development training and Knowledge Base documentation. Through avid research within existing processes, systems, tools and documentation needed updates were identified and prioritized to achieve top Customer Success performance. • Maximized operational efficiency and involvement in over 12 Global Customer Success projects by spearheading Slack automation for weekly leadership updates and program statuses. • Solidified strong partnerships with Marketing, Project Management, Product, IT, and Senior Leadership globally through timely updates and hosted weekly meetings. This delivered improved communication and fewer gaps as global projects launched in one location and kicked off in others.

Temple Terrace, Florida, United States

Enhanced preexisting Customer Success retention strategies by extending the capabilities of systems and tools along with improving cumbersome processes. Collaborated with senior leaders and supervisors to revamp save strategies for higher customer retention and reduced risk. • Increased the retention rate of segmented customer base by 4% by proactively contacting over 80% of my 700+ account base leading to timely renewals before expiration. • Saved over 40% of assigned “high risk” accounts from cancellation by resolving outstanding accounts receivables, reactivating previously expired subscriptions and negotiating special rates for renewed subscriptions. • Created and administered cross functional training to a vendor group of 30 reps focused on migrating the existing customer base off of legacy hardware to the latest network hardware. The training and instruction accelerated the vendor’s production by 25% while allowing the vendor managers to increase the workload. • Partnered with senior leadership on a retention percentage improvement directive to reduce “At Risk” customers. Guided a team of 10+ Customer Success Representatives and Supervisors through the latest account saving strategies, data and forecast reporting, which facilitated a reduction of “At Risk “ customers by 15%. • Trained new hires on proprietary software, Salesforce processes, and managing the movement within their assigned base. Curated internal training material to guide new and existing representatives through common issues. Initiated a continuing education program by scheduling weekly webinars focused on driving a reduction of the organization's cancellation rate. • Supported the Success organization as a subject matter expert during User Acceptance Testing prior to the launch of ERP – Configure Price Quote/Contract Lifecycle Management. Identified multiple defects, gaps in design logic, and revenue loss which lead to higher adoption of the new system and improved usage.

Atlanta, Georgia, United States

Cultivated relationships within the existing customer base and removed pain points that blocked organic growth within their subscription plans. Simultaneously drove both account retention and increased monthly recurring billing within existing and newly signed customers.• Exceeded sales target of $7,200 annually by 125%, averaging sales over $750 in monthly recurring billing along with 300K in equipment and labor sales in 2013. • Increased monthly recurring billing by upselling existing clients by adding an average of $400 a month, adding new accounts and upgrading existing clients. Managed new product initiatives by focusing on digital signage and systems sales. • Developed effective strategy of client retention and post cancellation request sales. Reduced the cancellation rate of my assigned account base 3% below the company average cancellation rate of 12%. • Managed an existing customer base of 2,500+ accounts with over $250K in monthly recurring billing, within the top 5 largest account bases in the company.