James Erway Email and Phone Number
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I am a results-oriented Director of Customer Success and Operations with a proven track record of building and leading successful Customer Success programs and top talent in the SaaS industry. With a strategic and data analysis approach, I have consistently driven revenue growth and improved customer retention rates through tailored support and effective team management.UNIQUE VALUE PROPOSITION★ Seasoned leader with 20+ years navigating the complexities of logistics, operations, and customer success across diverse industries including Healthcare (Philips Medical, Cardinal Health), Industrial (GE, 3M), Transportation (GlobalTranz, Descartes) and Warehousing (Exel/DHLs). ★ Adept at building and motivating high-performing teams, leveraging technology for operational efficiency to deliver impactful projects on time and within budget. ★ Experienced in navigating dynamic & complex high growth SaaS environments while creating collaborative efforts across various departments. ★ Passionate for continuous improvement with the ability to strategically shift priorities and jump into action and lead from the front lines. ★ Possesses a keen understanding of cost modeling, strategic sales campaigns, and key performance indicators by evaluating, interpreting, and manipulating data to provide a comprehensive view of the customer’s health and journey. LEADERSHIP HIGHLIGHTS★ Created inaugural Customer Success Programs at Descartes, supporting four industry leading SaaS products, that that improved customer retention rates over 30% as well as created new revenue growth of over $300k per quarter with contract renewals and upselling of product features. ★ Launched startup of LTL division for Truckload Freight Brokerage and achieved over $1.5 million in revenue in first year, surpassing goal of $1 million.★ Leveraged expertise in warehousing and operations to serve in an executive leadership role with a $500MM Transportation firm while overseeing 100+ employees.★ Responsible for turn-around of Supply Chain department where revenue increased from $700K to $3.2M and achieving highest profit margin of any other division at 31%.★ Managed start-ups and warehouse operations in sizes up to a million square feet, with over 200+ employees, in various sectors such as Consumer, Retail, Chemical, Auto, and Life Sciences.★ Defined and led the implementation of large scale re-engineering projects for the largest third-party warehousing company.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲||
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Head Of Operations And Customer SuccessPrivvScottsdale, Az, Us -
Head Of OperationsPrivv Mar 2024 - Present
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MemberRevgenius May 2023 - PresentNew York, Us -
Director Of Customer Success - ConsultantCastelazo Content May 2023 - Feb 2024Phoenix, Arizona, UsSpearheaded 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. -
Director Of Customer Success - Aljex, Besttransport, Macropoint, And TmDescartes Systems Group Jun 2020 - May 2023Waterloo, Ontario, CaDescartes 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%. -
Director Of Professional Services - AljexDescartes Systems Group Sep 2017 - Jun 2020Waterloo, Ontario, CaPersonally 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.
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Director Of Operations For 10-4 Systems (Acquired By Trimble)Trimble Inc. Oct 2016 - Sep 2017Westminster, Co, UsLed 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. -
Director Of OperationsZengistics Aug 2015 - Oct 2016Austin, Texas, UsSuccessfully 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. -
Vice President Of OperationsGlobaltranz Jun 2013 - May 2015Dallas, Texas, UsOversaw 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. -
Sr Director Of OperationsGlobaltranz Sep 2011 - May 2013Dallas, 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.
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Logistics Solutions Design ManagerDhl Jul 2007 - Sep 2011Bonn, 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%. -
Operations ManagerDhl Jan 2003 - Jun 2007Bonn, 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
James Erway Skills
James Erway Education Details
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Penn State UniversityBusiness Logistics Supply Chain
Frequently Asked Questions about James Erway
What company does James Erway work for?
James Erway works for Privv
What is James Erway's role at the current company?
James Erway's current role is Head of Operations and Customer Success.
What is James Erway's email address?
James Erway's email address is ji****@****ail.com
What is James Erway's direct phone number?
James Erway's direct phone number is (720) 552*****
What schools did James Erway attend?
James Erway attended Penn State University.
What skills is James Erway known for?
James Erway has skills like Process Improvement, Warehouse Management, Logistics, Logistics Management, Supply Chain Management, Warehousing, Operations Management, Continuous Improvement, Supply Chain, Management, Sap, Analysis.
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