James Ameriks Email & Phone Number

San Francisco Bay Area

I was recruited to build dedicated Customer Support, Customer Success, Account Management, and printing operations teams and processes from scratch, including establishing third-party partnerships with our core print vendors.● Manage large-scale teams across Customer Support, Customer Success, and Account Management functions, spanning 12K accounts and total organizational revenue.● Develop and maintain strategic, mutually beneficial relationships with national and international print vendors, prioritizing high rates of communication and accountability to champion partnership model.● Identify and address improvement areas in Customer Support and partnership management to boost operational efficiency, reduce operating costs, and increase long-term revenue growth.Select Achievements● Played pivotal role in growing revenue throughout tenure by expanding printing operations from single partner to diversified, nationwide portfolio of seven regional print partners.● Expanded to new Australian market in 2022; sourced and negotiated partnership with local Australian print vendor to meet international needs and forecasted demand.● Consistently maintained 97% customer satisfaction level, 95%+ customer retention rates, and 70+ net promoter score (NPS) across Customer Success & Support teams.● Reduced operating costs 10% and Customer Support workload 20% by sourcing and implementing AI solution to automate repetitive and low-priority work, enabling team to focus on direct interactions with customers.

San Antonio, Texas Area

I led an organization of ~100 across six teams managing customer onboarding, support, and training for Linux, Windows, and networking issues impacting the world’s largest OpenStack, hybrid cloud hosting infrastructure.● Implemented and monitored KPIs in churn, NPS, and net revenue for System Administrators, Account Managers, DevOps Engineers, and Technical Support Specialists.● Provided clear insights into workload levels & growth trends for first time in Customer Support department by devising and executing workload analysis methodology.Select Achievements● Accelerated customer inquiry response times 20% and increased customer engagement scores 10% by analyzing workload data to design optimized, streamlined resource scheduling standards.● Ensured Sales group met or exceeded designated quota for 12+ consecutive months by establishing alignment between Sales and Support functions through transparent communication practices and regular meetings.● Sustained stable 60+ NPS throughout tenure by enforcing closed loop process for Account Managers to consistently follow-up with dissatisfied customers and leverage actionable feedback to implement valuable improvements.● Improved internal employee engagement scores 30% by designing and implementing professional development and group collaboration initiatives in partnership with senior management.

I optimized international sales operations for Latin America, Europe, and Asia, including developing new business, negotiating contracts, providing customer support, and analyzing performance.● Guided international Sales teams as corporate liaison, including coordinating with Regional Sales Directors and distributors to meet key business requirements and remain within designated budgets.● Served as representative for international customer needs/concerns during sales process, creating strategic growth plans regarding opening or reopening of key markets in Europe and Asia based on customer demand.Select Achievements● Consistently contributed to 15% year-over-year (YoY) revenue growth across European, Asian, and Mexican markets without exponentially scaling operational expenses.● Assisted in sale of premium gaming equipment to Korean customers by negotiating, designing, and implementing sales plan to meet customers’ unique needs.● Conceptualized initial revenue improvement and market penetration plan for 2K+ player terminals at 25+ locations across Mexico by coordinating cross-functional project team.● Opened and staffed new Macau office in 2007 as region exploded into major casino destination, serving simultaneously as Project Manager and customer support leader to ensure maximum success for new location.