James Linnell Email & Phone Number

Remote

Supporting all 10 Key Accounts, both Banks and Credit Unions. Charged with being the voice of the client within Q2, holding regular meetings, opening custom development work requests, aiding in monitoring of support issues and escalations. Focus on connecting and building relationships with existing clients at all levels. Charged with working cross company with marketing team, strategic account team and product owners to ensure delivery of current and appropriate product materials to targeted audiences. Regular data analysis of client performance against peers as well as technical support ticket resolution was required in this role.

Remote

Portland, Oregon, United States

I was promoted to manage and grow 22 client accounts—$7.6B in total assets—that previously lacked dedicated account ownership. I’m charged with addressing escalated support problems on existing services and upselling additional products and services by building relationships with C-Suite and Executive leaders at financial institutions. As the main point of contact, I serve as the liaison between the client and internal teams during the implementation of technical products. ► Achieved 3X Q1 sales goal, generating $252K against $75K goal; exceeded entire 2021 sales goal by July ► Surpassed 2020 quotas, attaining 236% of add-on sales goal, 100% of references goal, 115% of renewals goal ► Inherited accounts considered non-referenceable—unable to serve as reference for potential clients—and turned 1/3 around into referenceable clients within 1 year through relationship building and high touch service

Hillsboro Oregon

I was hand-picked to join this newly created department, supporting 100+ clients (in conjunction with 2 team members) with technical problems, report requests, audit data requests, and ad-hoc inquiries. In addition to this, I generated internal productivity reports and delivered the results to stakeholders. ► Earned reputation for consistently resolving highest number of cases ► Turned around 2 accounts in the red—unsatisfied, in jeopardy of losing business to competitor—and brought both to yellow and then green in 1 year, indicating clients were happy with service ► Built and documented processes in new department, creating training materials and knowledge base

Hillsboro, Oregon

In this role, I supported 12 accounts with high severity technical problems involving the online banking application. I interfaced with clients via phone and email, serving as the liaison between clients and internal technical teams. ► Drove timely resolution of production-stopping technical problems at financial institutions, working within stringent SLAs and deadlines to resume functionality of online banking application

Portland, Oregon Area

As a Data Analyst, I performed data entry, manipulation, and analysis of automotive data, helping to compile and update the world’s most detailed set of vehicle data. ► Led data mapping project to link 30+ years of data; trained and managed team of 9; delivered project before deadline