Jake Nordquist Email and Phone Number

Director of North America and Australia/New Zealand Customer Success, responsible for $43M book of business.

Iterable empowers leading brands to achieve world-class customer engagement at scale. Powered by the same technologies that propelled leaders like Twitter and Facebook, Iterable is building tools for growth marketers wishing to captivate customers with messaging that matters when it matters.

Intelligent Office provides tailored, turnkey business solutions to small businesses.Responsible for direction of marketing, technology, operational, sales, and fiscal efforts. Cross-functional leader aligning teams and guiding vendor partners to introduce revenue-producing features and implement Cloud-backed technical platforms for customer success. Promoted to COO to collaborate with founder and senior management to facilitate successful company sale. Stakeholder management specialist… Show more Intelligent Office provides tailored, turnkey business solutions to small businesses.Responsible for direction of marketing, technology, operational, sales, and fiscal efforts. Cross-functional leader aligning teams and guiding vendor partners to introduce revenue-producing features and implement Cloud-backed technical platforms for customer success. Promoted to COO to collaborate with founder and senior management to facilitate successful company sale. Stakeholder management specialist with experience working across 47 ownership groups, the Franchise Advisory Council, and platform company senior management. Show less

Managed Customer Success Experience and Operations teams. Sourced and oversaw vendors for technology, marketing, integrations, and programming• Customer Success Manager responsible for setting standards for customer engagement, communication, and increasing mutual profitability • Consultant and manager for 30 locations implementation of Cloud technology platforms that ensured infrastructure modernization and promoted secure data management• Built industry-forerunner E-Commerce… Show more Managed Customer Success Experience and Operations teams. Sourced and oversaw vendors for technology, marketing, integrations, and programming• Customer Success Manager responsible for setting standards for customer engagement, communication, and increasing mutual profitability • Consultant and manager for 30 locations implementation of Cloud technology platforms that ensured infrastructure modernization and promoted secure data management• Built industry-forerunner E-Commerce platform from scratch, working with cross-function vendors to produce top-of-line consumer experience• Enterprise and national account sales specialist with strategic closing expertise• 7 years’ conducting sales training, including technical content creation for three training manuals; sales, operations, and contact center software user guide; direct reports from 5 onsite sales managers supervising 25+ team members• Developed metric base to monitor 60 contact center operations efficiency, setting customer success criteria and employee productivity goals• 5 years project management experience, full cycle from ideation to beta-testing and full go-live; agile projects requiring cross-functional team and vendor coordination, risk and change management, budget adherence, SaaS and stakeholder alignment• Worked symbiotically with vendors to establish new reporting mechanisms to facilitate easier metric tracking, sharing, and monitoring across North America• Technical liaison between franchisees and in-house programmers, or outsourced technical support vendor, to ensure accurate communications and issue resolution• IT support procedure efficiency increased by 35% from tactical implementation of new ticketing and response system• Integration management specialist with experience working across APIs, BPO vendors• Hired, trained, and developed dozens of employees from reception to sales managers to Directors Show less

• Performed cutting-edge computer-telephone software benefit sales in consultative process• Mentored and trained support staff to identify upsell opportunities resulting in significant revenue bump on existing accounts• Uncovered the #1 channel for filling the network’s executive suite vacancies• Established the Boulder location as a top performer and benchmark for the franchise• Identified and implemented best practices, presented at 2008 national conference