Jeff Conkey Email & Phone Number

New York, Ny, Us

New York, Ny, Us

- Executive leadership team member, managed 10 Customer Success (CS) and Support professionals, interim head of Sales- Transformed CS department by eliminating 50% of CS roles and re-defining new and existing roles. Newly structured teams enabled a decrease in churn by 25% gross and 15% net- Developed new standardized revenue tracking and monitoring processes across Sales, Finance and CS to reduce monthly adjustments from 35% of MRR to < 2%. Wrote Python, JS, and Shell scripts to automate internal systems parity- Designed and built end-to-end renewal management process for Sales, Finance and CS to reduce customer renewal time and establish decision ownership across ~50% of the organization- Built and launched onboarding program for all new customers, yielding a 95+% customer satisfaction rate- Increased efficiency of day-to-day department workflows by ~1 hour/employee/day through JS scripts and Salesforce optimization- Eliminated legal consultations from Sales cycle by collaborating with legal team to revise terms for customer contracts- Designed and drove all company billing and invoicing processes to eliminate missed billings

San Rafael, Ca, Us

Customer Success Automation- Streamlined existing processes and improved onboarding, customer support, retention and proactive outreach- Improved use of Desk CRM to scale customer support team- Developed customer lifecycle, milestones and customer profilesSales and Marketing Process Management- Designed Salesforce automation for Sales and Marketing to produce clear reporting on KPIs- Designed rules and Sales team process to improve accuracy and transparency of key metrics to near 100%- Installed logic to streamline sales process - standardization, clear lead ownership and sales funnels- Implemented software integrations for centralized, clean data- Reduced Sales workflows by 30% and improving accuracy of cross-team data transferSDR Team Process Management- Created at scale email marketing program for C-Level contacts- Determined data structure and process for proper KPI tracking and management- Designed Salesforce shortcuts to improve SDR process efficiency by 25%- Developed automated email process to increase lead outreach from hundreds a day to thousands- Created A/B process for testing email formats, increasing responses 200% and conversions 400%- Designed team reporting on conversions and sales metrics- Improved outreach processes to drive conversion- Designed data and program structure for at-scale lead outreach

New York, Us

- Managed Strategic Partnerships for Gooten's top partners- Built Gooten's Customer Success program from the ground up, implementing processes and account management policies- Designed partner onboarding experience through partner tiers, timelines, partner ownership and handoff rules- Implemented CSM software for partner performance and happiness monitoring- Mapped partner lifecycle and defined milestones, touch points and key metrics through a data oriented approach- Performed NPS and product feedback surveys, and prioritized product needs based on feedback- Re-engaged churned partners through emails and one-to-one conversations

Brooklyn, Ny, Us

- Managed a team of 4 Seller Success specialists- Created a 3-pronged structure for segmented education for new sellers- Designed an automated email program reaching 60,000 sellers resulting in 1% revenue lift, 8% more active listings and 15% more updates to listings- Wrote email content and designed email layout for best email marketing practices. Achieved 80% open rates, 20% click rates- Identified KPIS, designed outreach goals and set performance targets- Created reporting infrastructure through SQL queries to track program performance

Santa Monica, California, Us

Responsible for overseeing Advertising Operations and Business Analytics- Led Ad Optimization & Strategy, responsible for up to 80% of company revenue- Increased ad revenue by as much as 10x in 4 months and 50% CTR increases in 1 month- Developed new revenue opportunities through networks and direct deals- Coded, implemented and analyzed ongoing A/B tests for AdSense and subscription conversion- Drove email marketing strategy for retention and acquisition

Mountain View, Ca, Us

- Manager on team of 15 Account Managers for AdSense North America- Maintained and grew Google AdSense revenue with existing publisher relationships - hundreds of publishers valued at over $50 million annually- Directed publishers on hundreds of optimizations resulting in revenue gains ranging from 10% to 1000%, increasing revenue by millions annually- Developed professional, sales and account management skills of team members- Trained all incoming team members on account management practices- Created compensation and incentive plans- Maintained an even workload for all team members, ensuring fair distribution- Reviewed account optimizations and performance of team members- Worked with sales, product and engineering teams on various products and features, including AdX- Managed data analysis for the account management team