Jay Shipley Email & Phone Number

Reno, Nv, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

• Own customer relationship success for assigned base across Udemy's large enterprise segment.• Partner with selling team through post-sales implementation, adoption, and expansion.• Developed and implemented one page leadership summary to drive executive engagement.• Created and hosted Customer Success monthly learning club to share best practices with across peer network.• Received several Udemy Enterprise Customer Success quarterly awards through my tenure.• Exceeded renewed ARR plan in 2022 & 2023.• In 2023, delivered a 40% ARR increase to managed customer base.• Received Enterprise Customer Success Accelerate award at 2023 SSKO.• Recognized as a leader to adopt new AWS purchase channels for key renewals and upsells totaling 2 million in revenue.

Responsibilities and accomplishments:• Trusted to manage the relationship success of some of UKG’s biggest and most complex customers totaling ~40 million in ARR across the HCM product suite.• Requested by executive leadership to join UKG’s Customer Success Consultant (CSC) enablement team as the expert advisor of the program for over 100 CSCs.• Created strategic customer success plans that helped deliver a 100% retention rate for the past 6 years across assigned customer base.• Partnered with product teams do design a feature that delivered 1-2 million per week in additional cash flow for one of our key accounts.• Obtained 100% achievement on all CSM customer satisfaction surveys and was awarded the 2020 Service Excellence MVP.• Partnered with product leadership to save 2 million in annual recurring revenue and lead to a customer renewal worth 26 million.• Marshaled consulting resources to avoid a 3-million-dollar overpayment as a result of a 45,000 employee company transfer.• Developed and implemented KPI reporting to identify trends that drive customer experience.• Through proactive customer engagement identified expansion opportunities that contributed to a 13% increase in recurring revenue for my customer base.

Weston, Fl, Us

Ultimate Software is a leading cloud provider of HCM people management solutions. The company’s UltiPro solution enables customers to manage the employee life cycle, from recruitment to retirement. ✯ In 2017, Ultimate Software was ranked #7 on FORTUNE Magazine’s list of the Best Companies to Work For.GLOBAL CUSTOMER SUCCESS MANAGER (August 2015 to August 2020)▸Manage a base of large complex customers▸Awarded Service Excellence MVP 2020▸Partnered with product teams do design a feature that delivered 1-2 million per week in additional cash flow for one of our key accounts.▸Led the development of governance reporting to ensure service levels exceed SLAs▸Developed and delivered tailored strategic customer success plans that provided customer value ensuring long term account growth▸Through proactive customer engagement identified expansion opportunities that contributed to a 13% increase in recurring revenueSENIOR MANAGER CUSTOMER SUPPORT (September 2012 - August 2015)▸Managed five direct and thirty-eight indirect reports▸Recognized as the go-to person in the division to negotiate successful customer resolutions and account saves▸Transformed the customer success program leveraging new CRM functionality (Salesforce), which reduced escalations by 20% YOY and helped retain 20 key accounts generating an estimated two million in annual revenue▸Increased production by 20% over a YOY by isolating common work units into new functional teams.▸Engineered processes for top call drivers that improved time to resolve by 30%OPERATIONS MANAGER: (September 2011 - September 2012)▸Managed four direct and thirty indirect reports▸Organized, created, and developed 4 functional teams to support the day-to-day operations of Ultimate's tax payments and filings division▸Led the development of a balancing application that reduced balancing cycle time from a four week average to a few hours

Mountain View, California, Us

Intuit is a software company that provides solutions that revolutionize the way people manage their personal finances, run small businesses and pay employees. Their flagship products include: QuickBooks, TurboTax, Quicken and Mint.✯ In 2011, Intuit was ranked #44 on FORTUNE Magazine's list of Best Companies to Work For.SENIOR PROGRAM MANAGER (November 2009 - August 2011)▸Assigned as business partner to program manage Intuit's tax filing division▸Program managed Intuit's award winning Full Service Payroll offering▸Led the site visit of Intuit's rotational development program for rising talent - team's developed new offering presentations and delivered to the executive leadership team for consideration▸Project managed the development of a process workflow management system to increase the automation and scalability of the activation process for a multi-million dollar product line.STAFF PROJECT MANAGER (December 2007 - November 2009)▸Implemented project introducing an E2E document imaging solution that reduced expenses by $116K annually.▸Developed a customer facing online document repository, improving customer visibility while reducing expenses by $100k annually.▸Led a process-mapping project utilizing BPMN to map “As-Is” and “To-Be” processes, which were utilized to support development of requirements for a new multi-million dollar software solution.

Newcastle Upon Tyne, Gb

Sage is a multinational software company that provides accounting, ERP, HR, payroll, asset management, and payment solutions for businesses.Responsibilities and Accomplishments:▸Implemented procedures and weekly training programs improving quarter end processing efficiency by 25%.▸Reduced the running rate of governing agency tax notices by 50%, or 700 respectively.▸Performed a billing audit that uncovered $150K of un-billed recurring annual revenue.▸Identified risks and implemented controls to reduce risk from a potential liability base of $10 billion.▸Built a wage garnishment processing service, project launched on time and within budget.