James Erway Email & Phone Number

Scottsdale, Az, Us

New York, Us

Phoenix, Arizona, Us

Spearheaded the launch of the Customer Success (CS) program at Castelazo Content, driving a 30% increase in revenue in first six months. This initiative focused on enhancing demand generation, sales, and overall customer lifecycle experiences.★ Manage day to day client operations, reporting to CEO★ Customer Success: Architected a comprehensive Customer Success program that seamlessly integrates with sales and marketing efforts, ensuring a simplified and high-quality customer journey.★ Sales Enablement: Empowered the sales team through personalized coaching and management, leading to a renewed focus on existing customers, resulting in lucrative upsell opportunities and new revenue streams.Devised and executed strategic account plans for key clients, increasing Q3 revenue YoY by 35% ★ Data Analytics: Developed an executive-level analytical dashboard to track all leads generated and new revenues derived from the CS program, providing real-time insights and driving data-informed decision-making.

Waterloo, Ontario, Ca

Descartes Systems Group is a cloud-based logistics and supply chain solutions company. Pioneered & implemented the first CS program at Descartes. This encompassed the customer lifecycle for four industry leading SaaS products (Aljex TMS, BestTransport, MacroPoint, & TM) driving a logo retention rate surge from 72% to 90% and development of new revenue growth exceeding $300k per quarter.★ Built and led a high-performing CS team of 15+ members, fostering their sales skills through innovative methods like Pre-Call Prep, Quality Conversation Scenarios, and Solution Development Prompts. Additionally, developed a comprehensive CS Playbook for ongoing learning and success.★ Implemented a data-driven, segmented CS approach (High-Touch, Low-Touch, Tech-Touch) tailored to individual customer needs based on Monthly Recurring Revenue (MRR), ensuring all customers received optimal support. This strategy significantly improved retention rates to 90%.★ Collaborated closely with Sales to establish a seamless Leads and Opportunities hand-off process, driving product upsell opportunities and contract renewals for current customers across all products.★ Championed CS success KPI metrics and cost-saving initiatives, enabling the presentation of compelling data during Descartes Executive QBRs.★ Streamlined new customer onboarding by creating a consistent and effective experience that combined third-party adoption solutions, training videos, and customized hands-on sessions to reduce onboarding time by 30%.

Waterloo, Ontario, Ca

Personally chosen by the CEO of Aljex, a leading SaaS Transportation Management Software company, to manage their day-to-day operations and lead all aspects of Professional Services which included Customer Support, Project Management, and Sales teams.★ Managed a team of 20+ employees across multiple offices, tackling escalated customer support issues.★ Partnered with the VP of Technology and Product Manager to optimize process flows, resulting in a 30-40% reduction in project turnaround time.★ Implemented strategic improvements to customer onboarding and training, reducing Customer Support tickets by 25% (from 60 to 45 per day) and driving a 20% year-over-year increase in new customers.

Westminster, Co, Us

Led a 20+ person team to manage all operational aspects of a leading software company providing real-time supply chain visibility solutions for renowned brands like Anheuser-Busch, Chick-fil-A, Dannon, and GE Appliances.★ Revolutionized 10-4’s carrier onboarding process by developing a proprietary tool that reduced onboarding time by over 50%, enhancing transparency and streamlining the process for both carriers and customers.★ Fostered cross-functional collaboration, partnering with Development, Product Management, and Sales teams to spearhead new customer project plans and ensure requirements were met on time and within budget.★ Implemented a hands-on leadership style, actively working alongside employees to identify and implement operational improvements that boosted employee engagement, efficiency, and performance.

Austin, Texas, Us

Successfully launched the startup and growth of a new LTL division for this $40M Truckload Brokerage, driving significant cost savings and new revenue generation.★ Transformed LTL selling efficiency by reducing LTL selling costs by 75% by leveraging existing industry relationships and negotiating more favorable carrier tariffs.★ Guided an broker agents and an inside sales team in effectively selling LTL to existing TL customers, leading to $3.5 million in revenue within the first year.★ Championed technology and process optimization by collaborating with engineering team to create a user-friendly LTL Freight Portal, empowering customers to book, track, and manage shipments, ensuring scalability for future expansion.

Dallas, Texas, Us

Oversaw and revitalized all aspects of logistics and operations for this leading transportation brokerage firm with $500M in annual software revenue. Directed day-to-day operations for 100+ employees across 11 of 14 departments, including Operations, Transportation, Warehousing, Finance, and IT. Managed all departmental budgets and P&L, reporting directly to the COO and President. ★ Collaborated with the CTO and development team to research and implement new flagship software platforms for 800+ broker agencies and 5,000+ sales agents.★ Leveraged consultative sales expertise and built strong relationships with broker agents to secure set rates and manage their warehousing and transportation needs.

Dallas, Texas, Us

★ Transformed struggling operations and drove bottom-line growth: Turned around Supply Chain department, increasing revenue from $700K to $3.2M (357%) within 3 years, achieving the highest recorded profit margin. ★ Implemented strategic sales campaign and leveraged new third-party warehouse network to drive new business.★ Expertly managed Supply Chain department and made available a network of warehouses throughout the United States, Mexico, and Canada for over 500+ broker agents.

Bonn, De

★ Advanced from an initial role as Operations Manager to a leadership position in charge of warehouse operations, including operations management, relocations, layout design, re-engineering and logistics.★ Coordinated and executed a variety of projects, achieving milestones and deliverables on-time and within budget; delivered $2.8MM in warehouse operations savings in 2011.★ Partnered with stakeholders in business development, operations, real estate and finance to design cost models for projects that were forecast to deliver $30MM in additional revenue.★ Optimized warehouse layouts and led process improvements across 16 sites, boosting labor productivity by 400%.

Bonn, De

★ Performed as an Operation Manager at five different sites: Unilever, 3M, Philips, Toys “R” Us, and Johnson & Johnson★ Managed all aspects operations, including budget and P&L, with warehouse staff sizes ranging from 25 to 260★ Directed start-up phase at Johnson and Johnson’s one million square foot site, with 230+ associates, while processing 200% above the expected volume for initial quarter★ Increased Inbound department’s on-time completion rate from 48% to 92% to reach $30,000 site quarterly Pay For Performance at Johnson & Johnson★ Executed inventory re-slot of over 2,000 SKU's for Philips Medical, completed 1 month ahead of goal