Jason Fullen Email & Phone Number

Arvada, Co, Us

Lakewood, Colorado, United States

Denver, Colorado, United States

Responsible for directing successful maturation of the customer value organization, delivery of implementations, oversight of customer driven development roadmaps, effective training/solution adoption, timely support case resolution and customer success.• Direct manager of customer value team across multiple disciplines including consultants, trainers, project managers, customer development, support engineers, and customer success managers• Responsible for the financial performance of customer operation revenue center exceeding annual target by 23% showing 31% growth over previous fiscal year• Led ground up build of customer success program focused on churn reduction, solution adoption, and license expansion – resulting in a 14% reduction in churn year over year• Maintained a 95% customer satisfaction measured by CSAT surveys across all support cases.• Streamlined the professional services and support workflow resulting in a 15% reduction in average case age between submission to resolution and 35% reduction in average case backlog• Instituted forecasting practices that improved accuracy to within 5% monthly average.• Drove a time to value reduction of 40% year over year with improved services sales workflow by introducing a solution consultant role, creating marketing materials, publishing a standardized services calculator, and redrafting SOW language without slowing opportunity velocity• Instituted a proactive outreach program for support engineering to maximize downtime productivity and provide additional value to customers through a no cost health check that improved overall customer infrastructure health and aided account management by identifying opportunities• Created a customer outreach program including business review timelines/templates/scripts, health check programs, internal account reviews, ninety-day post sale check ins, and customer health reporting infrastructure• Managed services and customer experience product portfolio

Greater Denver Area

Constructed and led a team of up to 45 at the core of the optimization strategy for professional services. This team enabled higher efficiency, shorter project duration and increased margin for professional service engagements through effective development of high-potential, entry level hires and the standardization of delivery methodology. - Increased practice’s billable utilization from 47% in year one to 73% in third year, through improved training techniques, process standardization, and improved resource management.- Increased practice’s billable hours contribution from 20% of department total in year one to 39% in third year, and increased project volume by 33% without increasing headcount.- Improved project duration performance by 20% (107% to 87%) enabling tangible market differentiators from competition regarding contract close to go live timelines.- Increased customer satisfaction response rate 6 points (8% to 14%) while improving the average monthly CSAT score by 27% (6.6 to 8.4) through process change and methodology application.- Nominated by senior leadership to take part in Vista Accelerate Leadership program designed to prepare the next generation of organizational leaders for increased strategic responsibility.- Led multiple post-acquisition integration initiatives for professional services business units – identifying task similarities, establishing process, and ensuring business continuity.- Established formal professional development and a defined career path for both incoming entry level and existing senior resources.- Revised existing implementation methodology, formalized of undefined project type approaches, created necessary documentation/toolkits, and the managed rollout/adherence for the program.- Collaborated with sales and leadership to create a library of express offerings that standardized service engagements based on minimum viability to lessen entry level cost/increase market interest.

Greater Denver Area

Led a team of up to 70 across multiple disciplines, including project management, systems engineers, customer onboarding, resource management, solution designers, and technical writers to design, sell, and implement an effective customer solution – providing exceptional results through synergy and unified delivery.- Achieved a 20% reduction in average project timeline while averaging over 9/10 customer satisfaction score through a series of procedural and strategic adjustments, including an escalation process, standardizing project close out protocol, phase gate approval, and on demand resourcing.- Attained a 41% reduction in non-bill hours with a 29% drop in non-bill hours associated to miss- scoped elements by aligning the Solution Consultants sales resources and the Project Management delivery resources. - Raised departmental employee net promoter score by 40 points while maintaining timeline and CSAT metrics in the first six months through utilization capacity adjustments, timeline forecasting based on resource availability, and adjusted messaging in the sales process- Integrating more effective joint review practices and appropriate go/no go analysis for the RFP process achieved a 79% shortlist rate on submissions and a 50% win rate leading to over $3M (10% overall) in software bookings- Implemented and mentored team of Enterprise Design specialists that acted as front-end consultants in the sales cycle, then following the project through to installation. This effort provided alignment in the organization, resulting in both an advantage for sales and assurance that the project would complete successfully

Denver, Co

Led a team of 10-15 consultants aligned with the operations organization and the account team to act as a bridge between the sales process and project teams. The purpose of the group was to responsibly sell professional services engagements by identifying customer need, designing the implementation approach, documenting the scope, collaborating with the customer on final state, and managing the hand off to the project team.- Reversed a two year trend of declining professional service sales; achieving $15M in professional services bookings, the largest sum in the history of the company.- Instituted certification and onboarding program for both existing and new members of the team, raising the level of service and solidifying the role as a contributing member of the account team- Formalized development path to develop direction and personal accountability including the creation of an associate role, introduction of leads, and tiered positional development significantly reducing team attrition- In partnership with sales and operations, developed a program of repeatable applications that drastically increased efficiency and cut costs improving industry close rates by 16% in the first six months- Created and maintained an estimation model and correlating SOW template to drive consistency in level of effort estimations, communicate consistent expectations, minimize risk, and increase project team success

Greater Denver Area

Acted as a founding member of a small team of product managers directly aligned to a sales vertical to develop and provide industry expertise while polling the customer base for product concepts with an existing market. Once identified, I coordinated with multiple internal groups from development to marketing to bring the project to life, garner interest, create messaging, gain market share and implement with customers.- Contributed to the product launch of the first online app store in the industry and coordinated launch of over 120 industry specific applications- Developed first quantifiable competitor analysis database providing on demand access to financial, leadership, marketing, functional, pricing and SWOT analysis for account teams in competitive opportunities- Collaborated with custom development leadership to release over 20 integration adapters, significantly increasing market saturation of the previously limited use middleware platform - Project managed multiple large-scale launch implementations of new products at customer beta sites, designing and overseeing the discovery, strategy, implementation, measurement, iteration, and marketing

Greater Denver Area

Led a team of as many as 25 sales engineers designed to coordinate with the account executives on territory development and act as the technical expert through demonstration of the project and relationship management with the customer’s technical contacts.- Awarded inaugural Outstanding Leadership Award- Awarded President’s Club for top performance for team sales performance- Instituted Certification Program to ensure high caliber software demonstration encompassing the entire product line that contributed to 22% growth in software bookings year over year- Established company’s first MBO program, successfully incentivizing individual contribution above and beyond account work and driving considerable production with regard to internal initiatives- Curated best practice library of customer applications structured into industry specific demonstration script designed to create interest in additional license use, leading to 24% increase in average deal size- Developed and maintained a technical knowledge repository that provided internal stakeholders with centralized access to confirmed data that later became the basis of RFP submission standards and customer facing wiki

Greater Denver Area

Led a team of as many as 11 sales engineers designed to coordinate with the account executives on territory development and act as the technical expert through demonstration of the project and relationship management with the customer’s technical contacts.- Standardized all SEs on an optimized demo flow focusing on ease of use and personalization that contributed to 76% growth in company software bookings year over year- Installed the company’s first official onboarding program consisting of 30/60/90, formal training courses, and shadowing effectively reducing time to contribution as team grew- Initiated quarterly peer review process which generated cross departmental accountability, improved development and overall team performance

Denver, Colorado

As an individual contributor on an account team, acted as the primary lead for software demonstration and technical expertise throughout the sales process.- On a team of 21 and covering the territory of three account executives, delivered over $2M in software bookings contributing approximately 20% of the global bookings number in ’12- In tandem with account executive, opened initial international accounts in Macau and Australia, gaining initial foothold in territories that led to global presence for the company- Responsible for scoping and quoting strategy and accuracy for complex opportunities across multiple supported industries as well as continued involvement through out the implementation process to ensure proper delivery of the proposed solution.

As a member of the Executive Management Team, worked in tandem with CEO and Owner to cultivate the marketing communication voice and public face of the company by drafting marketing communications for the website, campaign material, press releases, and other collateral.- Spearheaded social media and new technology marketing initiative including development and implementation of internal wiki, public blog, YouTube presence, personalized URLs (PURL), electronic referrals, variable data QR Codes, SMS marketing tools, and website enhancements with regards to layout, overall presentation, and SEO.- Designed various marketing campaigns to reach targeted audiences with 1:1 communications tailored specifically toward individual prospects' interests resulting in response rates as high a 33%.- Managed company and client marketing campaigns by coordinating both internal resources and external vendors to reach project goals and maintain project timelines.

Recruited, hired, and managed a team with as many as eight employees responsible for machine production, help desk issues, media production, customer service, placement achievement, and hardware retrieval.- Within three months of Inheriting the implementations team raised successful installs by 90% and dropped unresolved customer tickets by 75%rate, IT, sales support- Designed and implemented new company policies and procedures that continue to allow the department to perform at an accelerated rate with improved performance and accountability.- Defined new contractual obligations allowing for more company flexibility with new installations, protecting company interests.- Improved departmental budgeting by initiating a retrieval program for installations in breach of contract.

While Sales Support Manager, analyzed key markets to recommend custom product offerings that allowed for the greatest growth potential. - Oversaw development of marketing materials including catalog design, product suggestion, and promotions.- Coordinated all travel, product selection, support material, payment, and scheduling for national tradeshows.

While a Sales Representative, consistently attained an average of 16% monthly growth goal with postings as high as 53%; territory assigned in July with 20% negative growth showed positive percentages within seven months.

- Held personally accountable for daily store operations including hiring, training and managing a team of employees who remained in top three of promotional sales in the region and consistently reached the #1 ranking in the nation.- Responsible for reaching 100% effectiveness for in store marketing, corporate sales technique implementation and proper customer informational techniques to ensure complete customer understanding and satisfaction.

- Hired as counselor and promoted to director in 2002. Designed and implemented new program, improving upon past shortcomings and revenue losses with direct accountability for program success.- Hired, trained and oversaw development of staff. Responsibilities included scheduling, employee conflict resolution and insuring the safety of children under our care.