Jed Degroote Email & Phone Number

Raleigh, North Carolina, Us

Leading a Support organization that thrives on solving complex challenges and delivering exceptional customer experiences.Prometheus Group is a leading global provider of comprehensive and intuitive enterprise asset management software solutions. Our mission is to help asset-intensive organizations and maintenance professionals succeed with their asset maintenance strategies and processes. With decades of in-the-field experience, our diverse team develops cutting-edge solutions that optimize plant maintenance operations. Join 50,000+ users worldwide in achieving maintenance excellence with Prometheus Group.”

Durham, North Carolina, Us

Support the growth from $10M ARR to $32M ARR while streamlining processes and building a Customer Success team that scales. Maintain Support CSAT of 94% while taking on two acquisitions and bringing three new products to market. Responsible for onboarding, training, and ongoing support. Identifies opportunities for improvement in the client journey and advocates for enhancements that improve the client experience. Develops a clear strategic vision for client success and rallies the team behind that strategy. Coaches and motivates employees to reach their full potential.

Cary, Nc, Us

Responsible for onboarding $15M in ARR and $9M in service revenue annually. Implemented a segmented approach to services to transform from a cost center to revenue generating service organization.

Cary, Nc, Us

Collaborated with vertical leaders to develop career path framework for employees. Introduced dashboards to align new service objectives with metrics and operational reviews.

Cary, Nc, Us

Responsible for supporting 10,000 clients across 5 product lines and 4 industries. Increased utilization by 25% and maintained >90% CSAT.

Cary, Nc, Us

Responsible for leadership in these areas: Community Engagement Strategy, Thought Leadership Development, Client Champion program, Community Recognition program, Client Success Management and Coaching, Client facing KPI dashboard, Client life-cycle strategy, User Conference CurriculumDeveloped utilization dashboard for operations professionals to help gauge efficiency, productivity, and customer service. This platform became a mechanism to discuss the value of the enterprise suite of solutions, highlight success, and find for new opportunities. Contributed to reduction of CAC and wider adoption of product suite.

Responsible for increasing adoption and mitigating risk of churn in ARR. Responsibility grew from $18M ARR to $45M ARR with nominal head count increase. Created an account rating system that identified champions and flagged retention risks.

-Responsible for training and implementation of new clients, and technical support for award winning Client Service Center-Set and surpassed key metrics for Client Service Promises including email response time and training survey scores-Leader of corporate business unit charged with redesigning Capital Planning solution-Awarded Software Analyst of the Month 4 times in very strong team of A players-Honed technical skills and knowledge of business model in a Software as a Service environment

Nc, Us

Lead instructor for two adult classes.Developed class plans for diverse levels of studentsProduced a documentary to engage the Latino community in Alamance County with unique and potentially confusing aspects of American culture

Bachelor’S Degree, American Studies And English

Journalism