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OVERVIEW:Accomplished customer success and account management professional with over 20 years of business development and sales experience. Perennial success in driving business growth, building strategic partnerships, and optimizing customer success within the software and technology services and product industry. Excellent collaborator and communicator in working with cross-functional departments, external partners worldwide, and leaders within high-profile customers. Create the strategies that ensure win-win results for employers and customers.KEY QUALIFICATIONS⏩ Experience and success in the following verticals: Healthcare, Retail, Hospitality, Insurance, Travel, Manufacturing, Financial, and Government.⏩ Recent success with high-tech enterprise clients, including Google Cloud. Deep background in SaaS solutions, including role as a workshop mentor for SaaS startups. ⏩ Year-over-year record of achievements in multimillion-dollar revenue and triple-digit ARR growth. PERFORMANCE REVIEWS:☑ "During RFP reviews, Jason really controlled the situation and accompanied the transaction from its beginning to end in EPAM. Also, Jason is always in contact with the customer and the PL department for the opportunity of business development and improvement of the current profitability of projects."☑ “A strong performance from Jason, a particular highlight for me was the various skills Jason demonstrated guiding the new commercial proposal through Datalex, Jason has done a great job since he has been working with our top tier customers."☑ "Incredible progress visible on the Customer Portfolio when Jason became its Head in EPAM. All processes are well-organized, and Jason is the one who contributes and proceeds to do this daily, diving very deep into details to make sure he's not missing anything."☑ “Jason does a great job at coordinating and pulling resources across the breadth of Datalex to meet customer needs.” ☑ “Jason is a great inspirational person for changes and improvements at EPAM, this leadership trait is a good example for others to follow."ADDITIONAL CREDENTIALS:☑ Master of Business Administration – The Open University☑ Bachelor’s Degree in Aeronautical Engineering – Dublin Technical University☑ Project Management Professional (PMP), Institute of Engineers of Ireland☑ People Management & Team Performance Training, Carr Communications, Ireland☑ Six Sigma Training, International Association for Six Sigma Certification☑ Joint Aviation Authority Part 66 Aircraft Maintenance License, B1 Category
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Director Of Account ManagementTenna Aug 2024 - PresentNew Hope, Pennsylvania, UsLeading the Account Management team at Tenna to drive customer success, retention, and growth. Responsible for building and scaling account management strategies, developing customer lifecycles, and enhancing customer satisfaction across our client base. -
Director Of Customer Success & Account ManagementEpam Systems Apr 2021 - Aug 2024Newtown, Pa, Us✅Led a team of 4 account managers and 10 project managers in optimizing lifetime customer value and delivering customer-centric \ digital transformation globally for Fortune 500 clients, including Google Cloud.✅Responsible for a total book of business of $50M through the post-sale customer lifecycle and service delivery.✅Increased on time payment for accounts receivables by +15%, reduced non-billable costs, and exceeded corporate account margins by +10%, scaling 400+ Billable resources within the Portfolio.✅Achieved growth of 98-110% NRR and improvement in CSAT from 75-90% through high touch strategic account management, relationship building and multi-threading within enterprise domains.✅Led the teams in execution of multimillion-dollar RFPs for new business and expansion opportunities, engaging global teams in strategic presentations and negotiations with high-tech enterprise clients.✅Led cloud support investment strategies, engaging enterprise client leaders in investing in workforce planning and optimization techniques to improve support response and customer satisfaction. Resulting in CSAT improvement, from 75-90%.✅Led continuous improvement of processes including customer relationship mapping and strategic networking of enterprise clients improving NPS +10% from prior year. -
Director Of Customer Success, AmericasBizagi May 2019 - Apr 2021Washington Dc, UsPROFESSIONAL EXPERIENCE:✅Met and exceeded Retention & Expansion, GRR increased from 85 to 93%, and NRR increased from 102 to 117%, driving positive NPS and customer satisfaction in parallel. ✅Led efforts in driving retention and expansion, increasing product adoption, and maximizing lifetime customer value.✅Drove adoption of a cloud-first transformation to true SaaS subscription strategy for mid-tier and enterprise clients, in diverse verticals. Resulting in lower subscription costs and improved scalability.✅Instituted tiered engagement program to increase scalability and provide targeted communication across different verticals and account sizes.✅Developed end to end customer success strategy including, journey maps, playbooks, and product feature requests, along with global customer communication standards.✅Established strategic relationships with executive-level stakeholders, enabling customers to demonstrate product ROI at internal roadshows and serve as ambassadors during conferences.✅Exceeded quarterly expansion product & service revenue goals, reduced churn, and increased net retention rate, achieved +300% ARR increase in key verticals, and secured new business wins. -
Head Of Customer Success & Solution Enablement, Americas Datalex Usa, Inc. 2017-2019Datalex Jun 2017 - May 2019Dublin, IePROFESSIONAL EXPERIENCE:✅Led a team of 4 Customer Success Directors and ~ 80 indirect reports in optimizing lifetime customer value and ensuring exceptional customer service. Spearheaded industry best practices and the delivery of the Digital Commerce Suite, PaaS offering. Secured multimillion-dollar product and service contracts. ✅Met and exceeded goals each year on $24M+ in annual revenues, increasing NRR from 100 to 115%.✅Drove a 5+% year-over-year increase in Net Promoter Score through an advocacy program with enterprise clients in referrals and recommendations.✅Established Customer Success structure in the Americas, including hiring/training of CS executives and rollout of processes/procedures and new customer success framework within 6 months. -
Customer Success Director Datalex Ireland Ltd. & Usa, Inc. 2015-2017Datalex Aug 2015 - Jun 2017Dublin, IePROFESSSIONAL EXPERIENCE:✅Led efforts in driving business development and financial performance, increasing product adoption, and maximizing lifetime customer value. Strengthened senior-level relationships across technology, product, support and customer experience, domains.✅Delivered and exceeded service/transaction targets of $13.5M by +33%, aligning customers’ key strategic initiatives with the core product strategy and on-site workshops.✅Drove support tickets down by 20% YOY in managing production support change initiatives, leading new dedicated team service support models, and implementing customer-aligned key reporting metrics.
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Senior Program Manager Datalex Ireland 2012-2015Datalex Nov 2012 - Aug 2015Dublin, IePROFESSIONAL EXPERIENCE:✅Directed overall program stream management of 21 integrated delivery projects for our channel partner and was awarded ownership and responsibility for onboarding the largest enterprise customer.✅Played integral role in capturing the first Tier 1 customer (5-year, $50M contract), negotiating close-out stages and overseeing signatures of contracts. Developed and implemented onboarding programs, built core team relationships, and ensured successful delivery.✅Improved the deployment process by 300% and reduced customer downtime from 6 to 2 hours. Updated automation testing process to drive 30% cost reduction.
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Program Manager Airvod Ltd. 2011-2012Airvod Dec 2011 - Nov 2012OVERVIEW:Directed overall program management of the customer base and individual program delivery. Interacted with key stakeholders, delivered continuous reporting to key executives and shareholders, and managed off-site suppliers. Oversaw quality control through the entire project lifecycle. Held commercial responsibility to deliver within budget. Coordinated engineering design teams between India and Ireland to ensure a streamlined delivery process. Led sales and consultation discussions with Lessors, Suppliers and MROs to agree new business deals.HIGHLIGHTS:☑ Program-managed design/development of Touchscreen Passenger Control Unit for In-Flight Entertainment System (executed for Contour Aerospace, American Airlines, and Boeing). Delivered on-time in 1/2012.☑ Led design, development, and delivery of Android-based SEATCENTRIC® Player and wireless IFE System for Privat Air, with the commercial carrier fit-out completed and launched in 3/2012.☑ Managed IFE content supply for the Privat Air system, including baselining customer contractual requirements to include films, TV shows, music, game apps, and others.☑ Achieved regulation sign-off and approval with Boeing/SICMA for SEATCENTRIC® product in a joint effort with Engineering and Quality teams.☑ Negotiated new business and agreed terms with a Tier 1 Lessor in the US for IFE installation on future aircraft types.
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Program Manager / Outsourcing Manager 2009-2011Sr Technics Sep 2009 - Nov 2011Kloten, Zürich, ChOVERVIEW: Program Manager, SR Technics Switzerland (2010-2011)UK Base Maintenance Outsourcing Manager, SR Technics United Kingdom (2009-2010) As Program Manager, provided consultancy services in commercial, planning, operations, and technical support for airlines, banks, and leasing companies. As Outsourcing Manager, oversaw the aircraft outsourcing process between SR Technics and network suppliers. HIGHLIGHTS: ☑ Improved revenue targets by 20% as Program Manager, with a net result of million-dollar GBP; managed successful lease hand back and onward sale of 7 commercial aircraft in an 18-month period. ☑ Increased revenue targets by 15% as Outsourcing Manager, with a program value of multimillion-dollar GBP. Created a commercial business strategy to support the outsourcing process, renegotiated and signed revised terms/conditions on supplier contracts, and streamlined supplier/customer payment terms. -
Head Of Product Management & Planning Support Manager / Others 2004-2009Sr Technics Jan 2004 - Jul 2009Kloten, Zürich, ChOVERVIEW: Head of Product Management & Planning Support Manager (2007-2009)Materials Planning Manager, SR Technics Ireland, Ltd. (2006-2007)Commercial Operations Manager, SR Technics Ireland, Ltd. (2004-2006) As Head of Product Management & Planning Support Manager, led team of 4 in developing and approving proposals/ contracts for product and service lines, as well as a team of 6 in the production of work packages for aircraft maintenance. As Materials Planning Manager, directed team of 7 in materials planning phases and operational material coordination for aircraft maintenance. As Commercial Operations Manager, managed the commercial aspect of 2 aircraft bays, supporting the Business Unit Manager. HIGHLIGHTS: ☑ Created multinational group policies for Finance, Sales & Marketing as Head of Product Management and Planning Support Manager. Standardized product management documents and procedures; reengineered the Product Management section to achieve a lower cost base (kept overtime to less than 1% of sections). ☑ Developed centralized process and new reporting system as Materials Planning Manager, improving the material process and streamlining overtime costs. Additionally, implemented a pre-draw system for materials on the product line, reducing shortage in materials and costs in short-term orders. ☑ Engaged in high-value contract negotiations with the senior management of Aegean Airlines as Commercial Operations Manager, representing 8-figure annual revenue total. Additionally, engaged in direct negotiations with the senior management of Aer Lingus on invoiced service-level debt, increasing cash flow as a result. ** Prior positions as Senior Project Planner with FLS Aerospace Ltd. Played key role in introduction and set-up of new product line. Contributed to negotiations with easyJet in their decision to choose the new Airbus product line ahead of the Boeing type, ensuring billion-dollar value to FLS Aerospace over the life of the contract.
Jason Sherlock Skills
Jason Sherlock Education Details
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The Open University Business SchoolInnovation & Change -
Technological University DublinAeronautical Engineering
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Technological University DublinAeronautical/Aerospace Engineering Technology/Technician
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Technological University DublinAeronautical/Aerospace Engineering Technology/Technician
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The Open University Business SchoolMaster Of Business Administration - Mba
Frequently Asked Questions about Jason Sherlock
What company does Jason Sherlock work for?
Jason Sherlock works for Tenna
What is Jason Sherlock's role at the current company?
Jason Sherlock's current role is Director of Account Management.
What is Jason Sherlock's email address?
Jason Sherlock's email address is jp****@****ail.com
What is Jason Sherlock's direct phone number?
Jason Sherlock's direct phone number is +353180*****
What schools did Jason Sherlock attend?
Jason Sherlock attended The Open University Business School, Technological University Dublin, Technological University Dublin, Technological University Dublin, The Open University Business School.
What are some of Jason Sherlock's interests?
Jason Sherlock has interest in Children, Economic Empowerment, Education, Poverty Alleviation, Science And Technology, Health.
What skills is Jason Sherlock known for?
Jason Sherlock has skills like Aircraft Maintenance, Aerospace, Aviation, Airlines, Program Management, Management, Commercial Aviation, Change Management, Operations Management, Contract Management, Procurement, Outsourcing.
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