Jeff Campbell Email and Phone Number

Retain over $1.5M in annual recurring revenue by spearheading robust team of customer success managers, supervising over 100 diverse customers across SMB and Enterprise sectors. Enhance accuracy of renewal pipeline forecasts by implementing proactive renewal processes. Bolster overall health of direct customer portfolio by revamping customer onboarding experience and reducing time-to-value. Enable new team members to manage their respective books of business, each comprising up to 45 customers, by undertaking responsibility of onboarding them on Apptega product, CSM playbooks, and internal tools/processes. Key customers included Dow Jones, Mandiant, and Pax8.● Ensured predictable revenue forecasts on monthly, quarterly, and yearly basis by orchestrating management of business portfolio worth $1.5M+ in annual recurring revenue, employing proactive renewal pipeline management.● Accommodated scaling business model and customer growth by assembling customer success team, growing from a single CSM to a team of four.● Delivered on expected product outcomes by navigating customer escalations effectively, and collaborating cross-functionally with development/product teams.● Boosted customer satisfaction and constructed sustainable onboarding experience both internally and externally by overhauling customer onboarding process to minimize time-to-value.● Catered to every aspect of the customer journey from sales handoff to renewal by formulating first-ever enterprise and commercial customer playbooks.

Manage a book of business with $2.5M+ annual recurring revenue by engaging with large enterprise-level accounts across various industries, including notable clients such as Boeing, SunTrust, Schneider Electric, and Norwegian Cruise Line. Optimize setup of Accent software to benefit Sales and Marketing teams within client organizations, working successfully alongside client project teams.● Achieved a gross logo retention of 86% in Q4 2020 by devising and implementing user adoption strategies within sales and marketing organizations to highlight Accent value and bolster product stickiness.● Improved customer experience by helping build scalable and iterative processes internally.● Demonstrated additional Accent functionality by interfacing with sales and product teams, resulting in expansion revenue.● Assisted in building out a more defined customer success department within the company by reporting directly to the VP of customer success.

Most recently, I was associated with Terminus as Senior Customer Success Manager, and I engaged with B2B companies of various sizes and industries. I devised and implemented action plans to meet KPIs related to customer's business. I kept abreast with product features/functionality; delivered best practices and recommendations for customers. I established and sustained strong relationships with C-level executives. I supported customers in the execution of ABM strategies. I enabled customer contacts to fully use Terminus by planning and organizing product training. I created customer save plans in coordination with other teams and ELT members. I communicated performance, gaps in adoption, training, and other matters to customers.A few key achievements in this tenure include:~ Successfully managed a book of business with $2M+ annual recurring revenue.~ Identified and captured expansion opportunities within customer accounts as well as ensured renewals.~ Promoted product adoption, making Terminus sticky throughout the organization.~ Achieved bottom-line results by driving strategic business reviews and providing a clear path forward.~ Rendered exceptional services as a consultative resource and thought leadership.~ Improved customer experience by articulating customer challenges with the software.~ Received top gross retention award for the mid-market (80%), Q3 2018.~ Credited for highlighting most quality opportunities, Q3 2018.

As a Senior Training Architect Associate in 2017 at athenahealth, I introduced best practices for end-user training within the group and enterprise client base. I improved end-user training experience for key clients by rolling out new methods.A few key achievements in this tenure include:~ Championed training initiatives with client stakeholders; delivered role-based training to Resurgens Orthopedics 900+ staff.~ Recognized for effectively researching and scaling new technology and training methods internally/externally.~ Developed virtual training curriculum to provide outcome-based training program tied to specific metrics.

In 2015, I was Sales Executive - Small Group at athenahealth, and I fostered strategic relationships by selling cloud-based solutions to medical practices with 1-6 Doctors and all medical specialties in the Western region of the country. I accomplished all short- and long-term business goals through sales cycle management.A few key achievements in this tenure include:~ Developed prospecting methods for internal lead generation through client referrals and Salesforce.~ Identified and resolved barriers during sales process by interfacing with other teams.~ Oversaw all aspects of initial meetings, product demonstrations, and contract negotiations.

I joined athenahealth in 2012 as Senior Implementation Associate, and I implemented and brought clients live on athenahealth's suite of cloud-based services. I provided exceptional services to various clients, including The Methodist Hospital in Houston; OB/GYN Affiliates in Denver; CHS, Ascension, and Integris Health. I drafted and delivered progress reports to client stakeholders for the decision-making process. I met client expectations by translating work requirements into executable tasks for internal team membersA few key achievements in this tenure include:~ Facilitated professional services department, steering key projects, and liaised with cross-functional teams.~ Ensured successful roll out of athenaOne services by collaborating with an interdisciplinary team.~ Trained end-users on athenaOne services for personnel from front-desk staff to physicians on functionalities.~ Achieved “Extra Mile” award for work with Trauma and Emergency Sub-specialty group in Denver, CO.~ Administered Go-Live support nationwide by leveraging extensive knowledge of athenaNet.