James Chou Email & Phone Number

California, United States

San Francisco Bay Area

Consult for revenue lifecycle process optimization in Marketing, Sales, Customer Success, Product, and Finance.

San Francisco Bay Area

San Jose

• Partnered with Sales, Marketing, Customer Success, Finance, and Product teams to ensure alignment and achieve corporate revenue goal of 35% YOY for 2 years.
• Led and facilitated ICP and Buyer Persona alignment; defined shared goals and led unified reporting process.
• Improved MQL to SQL (Marketing/Sales Qualified Lead) conversion rate by 30% through lead scoring optimization.
• Fostered a culture of collaboration and continuous improvement in a high performing revenue operations team.
• Designed and implemented AE prospecting processes. Helped grow the sales pipeline by an additional 20%.
• Selected, implemented, and ensured user adoption of GTM tools (Marketo, ZoomInfo, Drift, Orum, LeanData) to streamline workflows and improve efficiency.

San Jose, California, United States

• Managed a 40+ person CSM team overseeing 7,000 customers and $150M ARR.
• Standardized team processes such as renewal, account management, forecasting, upsell/cross-sell, and QBR.
• Improved renewal rate from 88% to 92%, reduced churn, and grew upsells/cross-sells by 50%.
• Improved customer satisfaction rate and reference-ability through continuous customer-focused initiatives and project management disciplines such as: - Revamped onboarding experience/operations for faster go-live and.

San Mateo

• Marketo, Acquired by Adobe in 2018
• Led the build-out and management of geographically dispersed CSM & Renewal Ops teams (30+ FTE), driving a 20% increase in renewals and a 250% upsell growth, resulting in significant revenue expansion.
• Implemented a Program Management Office (PMO) process, streamlining operations and reducing new hire ramp-up time by 50% while increasing account load by 20%.
• Championed customer focus, developing and implementing an account management strategy targeting the SMB segment that led to significant growth in multi-year deals (50% increase).
• Established clear performance visibility through centralized renewal metrics and processes, improving efficiency by 10% in the initial phase of the Auto-Renewal program.

San Mateo, California, United States

• Created CSM career path and training curriculum to develop and advance employees.
• Implemented Customer Journey Process and increased customer experience (20+% more referrals).
• Deployed a new Salesforce CPQ quoting tool, managed projects with IT for the 100+ global CSMs.
• Created a unified reporting to track renewal and churn rates for a $200-million customer retention business.

San Francisco Bay Area

• Managed Account Management, QA Operations, and Support Team (40+ FTE)
• Drove up selling, cross-selling, and renewal of accounts, improving YoY revenue by 20%.
• Reduced crowdsourcing QA cost by 30+% by implementing consistent and streamlined processes.

Redwood City

• Managed the license operations and distribution team. Issued on-prem licenses and managed its operations (hardware delivery, installation tracking, and support access validation).
• Managed renewal team, negotiating renewals contracts for $35 million annually, exceeding quota.

Redwood City, CA

• Built and scaled a high-performing post-sales customer operations team from the ground up, achieving a headcount growth of 1000% (from 1 to 10).
• Developed and continued to improve post-sales customer operations by collaborating across departments (Finance, Legal, IT) to achieve efficient contract turnaround time by over 50% and ensure customer satisfaction.
• Implemented standardized processes for post-sales customer operations, leading to a 50% improvement in customer onboarding efficiency.
• Increased operational efficiency by 80% through the development and implementation of a quoting tool.
• Conducted customer feedback and collaborated with Product and Engineering teams to improve product features.
• Increased retention rate by 16% and upsell/cross sell rate of 20% year over year.

San Jose, CA

• Manage budget, reconcile financial reports, and prioritize projects spent for a 100-person Support Engineer team.

Mba, Finance

M.S., Aerospace Engineering

B.S., Aerospace Engineering