Jason Elder Email & Phone Number

Lehi, UT, US

Provo, UT, US

• Managed 3 CSMs responsible for 1,000+ SMB partners representing over $8M in ARR.
• Raised activation rate from 20% to over 60% by implementing a net-new onboarding sequence including 1-1 calls and automated emails.
• Raised product adoption from 60% to over 90% by implementing a process to do a test transaction on the call with the merchant and then set a follow up processing date to ensure the merchant was processing.
• Created a customer-facing playbook for partners to self-serve during onboarding more easily and added points of automation to drastically increase partner activation and adoption. (See numbers above)
• Closed an average of $25k in expansion revenue each month.

Salt Lake City, Utah, US

• Managed 10 Enterprise accounts representing $5M in ARR
• Maintained a GRR of 100% (15% more than the goal of 85%)
• Maintained a NRR of 120% (10% more than the goal of 110%)
• Led more than 200 Customer Success Managers in migration of clients over to the new XI Platform. converted all 10 clients in 5 months compared to the goal of 12 months
• Created an internal tips and tricks to start the conversation of platform migration that was implemented to all the CS team
• Utilized SFDC for customer mapping and customer journeying the track to Voice of the Member program and document every interaction

Lindon, Utah, US

• Managed 30 Mid-Market and SMB accounts representing ~$1M in ARR
• Maintained GRR of 98% (8% more than the goal of 90%)
• Maintained 96% QBR completion rate compared to the goal of 80% and the company average of 85%
• Led building a collaborative library of over 50 "how-to" help center articles and videos to save me 15% of mytime to not have to re-answer the same question.
• Created an "asking questions" document that had a slew of questions also formatted in multiple variations to help guide any conversation
• Utilized SFDC to track and document all interactions. Also used Monday.com and Trello to track project andimplementation progress

Pleasant Grove, Utah, US

• Managed 100 SMB and Mid-Market customers representing $1M in ARR
• Retained a CSAT score of 98% compared to the company average of 92%
• Created an implementation guide to document the process and implemented over 50 customers in the process
• Helped build out an internal help center with over 100 articles of tips and tricks and how-to's.
• Utilized SFDC to track and document all interactions. Also used Asana and Trello to track project andimplementation progress
• Led 3-5 complex implementations each month achieving a CSAT of 98%

• Managed 250 SMB customers representing $2M in ARR
• Maintained a renewal rate of 98% which was bove the company average of 92%
• Led to digitization of contracts to make communication about the contact with the customer faster and more efficient
• Documented and automated multiple process to move our reactive response rate from 90% down to 60%allowing us to focus more on proactive upsell/ cross-sell
• Utilized BrioStack to track all customer interactions including upsell, renewall, and billing
• Owned the entire renewal process and led the team with over $700k in upsell and expansion opportunities

• Managed a team of 65 account managers; exceeded revenue goal by 18% (goal: $5MM vs. actual: $6MM).
• Maintained a renewal rate of over 75%, compared to the industry average of 60%.
• Analyzed employee feedback and implemented changes that reduced churn from 70% to 20%.
• Revamped our employee onboarding process and designed and led trainings for over 300 employees,decreasing time-to-onboard from 4 weeks to 1 week.
• Collaborated cross-functionally with leadership from Sales, Support, Legal and Finance to ensure a consistent customer experience
• Improved employee NPS from 60 to 75 by revamping our compensation structure and recognition program

• Responsible to leading 30 employees
• Responsible for the initial and continued training for all employees
• Helped get our average call time with our account creation team from over 12 minutes to under 6 minutes by changing competitive compensation structure

Orem, UT, US

• Responsible for leading a team of 5 employees
• Performed discovery and problem solved technical issues for over 10,000 customers
• Implemented our main internal support add-on option increasing monthly revenue to more than $5k/month