Jake Conger Email and Phone Number

• Manages a portfolio of 225 key accounts comprised of Broker-Dealer and Registered Investment Advisory Offices, representing over $500,000 in annual revenue for the company• Partners with executive stakeholders to tailor website experience to their individual process, interpret proprietary research, and build custom dashboards for use within retail client meetings• Achieves a team high subscription renewal rate of over 90%, exceeding target of 75%• Maintains 100% customer satisfaction record through bespoke email outreach efforts, regular one-on-one training sessions, and ad hoc support through telephone support line• Supports product development team on regular organization and cleaning of financial metric databases comprised of over 3,000 qualitative and quantitative metrics

• Managed over 50 weekly escalated client inquiries involving high net worth clients, complex problems, and situations involving input from multiple back-end teams• Directed cross-functional teams of 5+ members, ensuring collaboration between product development and brokerage operations to meet client requests• Completed monthly projects aimed at improving Client Success Associate key performance indicators (KPIs) including service-level agreement (SLA) achievement rate, accuracy of customer responses, and overall client satisfaction rate

• Assisted clients by identifying account issues, managing complaints, and offering resolutions• Processed weekly ticket volume of 400+ emails and 70+ phone calls, addressing both structured and unstructured customer requests and utilizing proprietary CRM tools • Supported operational management by assisting with quarterly process improvements, helping to achieve a 10% decrease in ticket volume through implementation of front-end assistance, including an AI chat bot

• Compiled periodic reports by drawing sales figures from SAP ERP software in order to forecast future sales• Updated financial performance slide decks for presentation to senior management team • Supported the financial planning and analysis (FP&A) decision-making process by assisting with detailed financial analyses

• Managed $40,000 in dues, and achieved a budget surplus through partnership with a social media stakeholder

• Scheduled weekly study tables, giving individual assistance and attention to over 100 members.