Jami (Lichtman) Zakem Email & Phone Number

Palo Alto, California, Us

Rising Team is the industry leading team performance platform. We help companies increase employee engagement, deepen trust and connection, and improve manager effectiveness. Our software equips managers to easily run interactive team sessions, remotely or in-person, without needing an outside facilitator. Sessions cover key leadership and connection topics to help teams learn new skills and gather team insights to work together more effectively together. Our software takes care of everything—learning goals, warmups, activities, data summaries, action items, and even countdown timers. The Rising Team AI coach "aRTi" gives managers and team members personalized coaching, recommendations, and scripts based on a combination of science-backed leadership best practices and the unique insights about each individual team member based on their responses from Rising Team sessions.Learn more at risingteam.com

Sf Bay Area, Ca, Us

I help leaders and teams experience more success, joy, and ease. My approach is informed by years of leadership experience in start-ups, high-growth companies, public organizations, and non-profits, combined with executive coaching training from the prestigious Hudson Coaching Institute.Throughout my career, I have been committed to fostering environments where people can do their best work. I’ve been entrusted to build and lead teams across various sectors, always putting people first. Along the way, I’ve developed countless talented leaders, built high-functioning teams, and significantly contributed to the success of the organizations I’ve served. In 2018, I launched Zakem Coaching + Consulting to extend my reach and help more individuals, teams, and companies thrive.As a consultant and coach, I am insightful, curious, nurturing, energizing, honest, and direct. I bring out the best in people by tapping into their core skills and strengths. My greatest pride is in the legacy of people and organizations that have thrived under my leadership and coaching.Learn more about my services at zakemconsulting.com

Us

Advised Y Combinator and their fast growing portfolio companies on Customer Success best practices

Kitchener, Ontario, Ca

Led workshops and provided one-one mentorship to high-potential, fast-growing Canadian tech companies.

San Francisco, California, Us

• Created vision and strategy to unify the previously disparate Customer Success, Support, and Operations departments. Resulted in a cohesive user experience for event creators and improved internal operations • Spearheaded strategy and execution for the Customer Success function including defining the team mission, vision, roles and organizational structure, building scalable hiring processes, developing customer tiering and engagement strategies, creating a CS enablement practice focused on employee growth and functional skill building; and implementing tools and technology to power the strategy.• Led team members in the US, UK, Argentina, Europe and AU to onboard, support, and retain $200M in revenue• Radically improved customer support turnaround times: 400% improvement on phone, 900% improvement on chat, and 1340% improvement on email• Partnered with Product to mitigate bugs, prioritize product roadmap, implement in-app features, and GTM strategies• Launched training for CSMs to learn about ad platforms to advise event organizers on event promotion• Aligned internal stakeholders to successfully integrate 2 acquired companies’ Customer Success organizations

San Francisco, Ca, Us

• Global VP of Customer Success providing vision & direction to support Yelp’s 300K small businesses. Owned the entire customer lifecycle - onboarding, retention, support, upsells, and renewals - for $500M in revenue globally across all channels: self-serve, SMB, Franchise, Mid Market, National and Enterprise accounts.• Spearheaded department transition from CPM to CPC ad delivery and from a solely representative-led selling approach to self-serve advertising• Created a culture of data driven hypothesis and experimentation. Ran 12 retention based experiments• Executive sponsor of the small business advisory board to inform product design and roadmap prioritization• Established cross collaborative partnerships with internal stakeholders in product, operations, business intelligence and strategy to impact retention rates and account expansion• Implemented systems and processes to streamline and define every aspect of the customer experience, including performance metrics, customer onboarding, retention strategies, upsells and contract renewals.* Launched our European Customer Success and Support team in Dublin serving small business owners in 5 languages. * Implemented on-line support, phone, email, live chat and case management systems. * Measured campaign successes through performance metrics that included customer response time, customer satisfaction scores and other factors to drive continuous process improvements. Delivered a 60% improvement in customer phone response rates.* Featured speaker at Gainsight Customer Success Conference 2014 - 2016* Yelp IPO 2012

San Francisco, Ca, Us

• Built the Customer Success department from the ground up during the years of hyper growth from $20M- $500M in revenue. Scaled CS team from 2 FTE in San Francisco to 250 FTE in four offices• Key initiatives included segmenting service by market size, launching onboarding, adoption and retention playbooks, and building training and quality assurance programs• Led initiative to audit all customer success operations. Improvements: implemented a new phone system and delivered a 60% improvement in response rates, implemented live chat, and launched Salesforce Service Cloud • Awarded top department at Yelp for highest employee retention and satisfaction scoresI built the Customer Success department from the ground up during the years of hyper growth scaling it from 2 FTE to 250 FTE with team expansion from San Francisco to Phoenix, Chicago, and New York. Key initiatives included segmenting service by market size, developing playbooks, building training programs, and implementing retention strategies and operational efficiencies.

San Francisco, Ca, Us

I led an inside sales team of 10 sales reps in the early days of Yelp when our outbound call scripts started "Hi, have you heard of Yelp?"

* Built and directed the Account Management department for an enterprise level SAAS solution used by Fortune 500 companies to manage their community involvement programs including employee volunteering, payroll giving, matching gifts, disaster response, dollars for doers, and sustainability.* Developed and directed a team of account managers and customer support associates to drive success for corporations serving 2M+ employees globally.* Instrumental in transforming department into a revenue-generating center by educating customers on professional services to drive growth; success accounted for 45% of company’s total revenues.* Delivered 95% renewal rate with increased fees in 100% of deals negotiated.* Contributed project management and organizational expertise to plan and execute client conferences, fostering positive relations and driving customer engagement.* Acquired by MicroEdge

Boulder, Co, Us

Created and executed business and marketing plans to distribute netLibrary products in five international regions. Identified and developed distribution channels in more than 25 countries. Managed sales pipeline and forecast resulting in more than 2M in sales in year one. Developed communication systems and training materials for channel partners.

Boulder, Co, Us

Introduced netLibrary products to a 14-state region in the Western US that recognized $4MM in revenue in first year. Achieved 155% of sales quota and was awarded “Top Performing Region”. Developed and implemented marketing plans targeting academic and public libraries. Quarterly promotions resulted in a 30% increase in sales over the previous year. Managed agency relationship and all aspects of the creative process for the development of print and web-based marketing materials. Specific projects included “The eBook Virtual Tour”, “eBook Quick Start Guide” and “On-line Tool Kit for Libraries”.

San Francisco, Ca, Us

Joined organization 5 months after inception. Involved in all aspects of the start-up phase of this unique venture. Managed the build-out and opening of Ben & Jerry’s retail franchises. Recruited and hired youth employees from local non-profit organizations, developed training curriculum, implemented systems for inventory management and merchandising promotions. Established an innovative employee assistance program providing youth employees with educational and supportive services including college exploration, career development, financial education, life skills programs and crisis counseling. Launched four Ben & Jerry’s businesses in three years. Wrote business plan for Ben & Jerry’s ice cream catering business.

San Francisco, Ca, Us

Coordinated programs to educate and enroll 7th and 8th graders in volunteer opportunities throughout the Bay Area. Primary responsibilities: speaking in middle schools about volunteerism, identifying appropriate volunteer opportunities at nonprofit organizations, operations logistics, and writing and publication of the youth volunteer handbook.