Jeff Moss Email & Phone Number

Provo, Utah, United States

Everyone says, "Get your customer to value and they will (retain, expand, etc)" but how do you actually get them to value quickly. At expansionplaybooks.com we are providing immediately actionable playbooks, templates, and coaching to get your customer more value and you more revenue.

Lehi, Utah

Utah, United States

• Fractional VP of Customer Success and consultant providing customer retention services for 10 venture-backed companies ranging from $8m-$100m ARR. Led client engagements and owned the relationship with key stakeholders.
• Helped 15 Directors of Customer Success or Managers to achieve a promotion during engagements
• Playbook development & Implementation: Built 5 Customer Onboarding processes, 6 Executive Business Review processes, 5 At-Risk Customer processes and 6 Strategic Alignment processes.
• Trained & certified 200+ SMB, MM, & ENT Customer Success Reps on customer skills and playbooks.
• Reduced Avg Employee Onboarding Time by an average of 76% across 3 customer success orgs
• Worked with Marketing, Sales, Product, and Executive leadership to develop and roll out new playbooks.

Alpine, Utah, United States

• Consultant & Fractional VP of Customer Success: Engagement owner providing customer retention and executive leadership to 9 venture-backed companies ranging from $8m-$100m ARR.Leadership Coaching:
• Provided leadership coaching for VP/Dir of Sales and VP/Dir of Customer Success
• Assisted 6 Customer Success & Sales leaders in achieving a promotionProcess Development:Designed and Implemented process solutions across Marketing, Sales, Onboarding, Customer Success, and Product.
• Designed and Implemented 5 Sales Discovery Motions
• Designed and implemented 3 Pipeline Management & Reporting Processes
• Built and Implemented 5 customer onboarding processes that reduced customer onboarding by an avg of 30 days

Lehi, Utah

• Consulting:
• Provided customer retention consulting services to 10+ venture-backed SaaS businesses ranging from $10m-$100m in ARR.Customer & Company Research:
• Interviewed 40+ successful customers to study key results and success behaviors
• Interviewed 36 Company Executives across Marketing, Sales, Onboarding, Customer Success, and product to diagnose drivers of customer churn.Process Improvement:Designed and Implemented Customer Retention Playbooks.
• Improved Early Customer Retention by 89%
• Reduced Avg Employee Onboarding Time by 76%

Lehi, UT

• Head of customer success reporting to the COO owning customer success and support. Working in close collaboration with the VP of Sales and the VP of Product.
• Employee number 7 of a seed funded startup, scaling the department from a team of one to a team of 5 Customer Success Managers and Team of 5 Product Specialists
• Increased the 8 month logo retention rate by 78% on a $4.5m ARR portfolio.
• Developed team members helping 4 team members to achieve leadership promotion.
• Created department Models for client segmentation and internal resourcing. Created and launched playbooks for: Client Onboarding, Client Executive Business Reviews, At-Risk Accounts
• Improved customer satisfaction from 86% to above 98% across 7,000 tickets. Grew self-help portal of 60 articles to 250+ articles, videos, and tutorials

3550 N University Ave Suite #375 Provo, UT

• Responsible for a $2.5m portfolio of Enterprise and Mid-Market accounts owning the customer executive relationship and value realization.
• Led the onboarding for all new clients.
• Provided Level 2 support to enterprise clients
• Supported integrations with over 10 different softwares
• Documented client requests and provided them to the Product Team
• Contributed to customer Help Center content

Provo, Utah Area

• Responsible for phone and email support requests for a user base of 7,000+ active users. Upgraded phone, email, and ticketing systems to increase scalability and improve performance.
• Instituted a customer support ticketing system, resulting in decreasing the average first response time by 89%, from 6.7hrs to 0.7 hrs (including nights and weekends).
• Created original content for self-help center including 60+ written tutorials and 25+ video tutorials.
• Triaged all customer support issues for development team within a SCRUM framework.
• Onboarded and trained new clients in person and through video conferencing. Training both in one-on-one settings and in groups of 10+.

Logan Utah

• Level 1 technical support helping faculty and students with basic hardware and application support issues.
• One-on-one customer contact and personalized service.
• Supports Windows 7, Microsoft Office and cloud applications typically used by faculty and students.

Cleveland, Ohio

• Worked on select team to promote brand awareness of clinic services to the community and targeted users. Assisted in analyzing the information received from several marketing focus groups. Managed multiple projects.
• Created and presented research findings to executive leaders, including international committee heads.
• Participated in bi-weekly budget reporting and review sessions
• Worked with ad agencies, on behalf of clients, reinforcing the need to communicate clearly while listening objectively to differing points of view.
• Collected and organized website content, managing the message on both the intranet and internet. Made sure all information and representations met professional criteria and policy compliance.
• Conducted market research and analysis on competitor campaigns.