Jeffrey Downs Email & Phone Number

San Diego , Ca, Us

Revenue leader overseeing both the net new and upsell teams for our dental and chiropractic marketing SaaS platforms.

Portland, Oregon, Us

Bellevue, Washington, Us

• Responsible for the direction, management and growth of the Customer Success Business representing $40,000,000 annually• Responsible for the hiring, messaging, strategy, mentoring and training for three managers and eight customer success reps that ensure a high-quality customer experience• Proven track record of teams achieving financial goals while maintaining a high level of customer satisfaction• Accurately manage, forecast, and remediate account churn and risk• Subject matter expert with deep knowledge of the SaaS industry as well as the skill development needed for the role • Defined, built and maintained a team culture focusing on three core values: Personal and Professional Growth, Servant Leadership (team over self) and Expressing Gratitude• Proven track record of developing and improving individual reps performance and professional growth• Partner and collaborate with teams outside my organization, including Marketing, Product, Customer Service, and Sales to create a feedback channel leveraging the voice of the customer that helps prioritize where to strategically invest in• Demonstrated ability to successfully resolve complex situations with customers that are escalated beyond the normal channels• Developed Salesforce Dashboards, automated texting as well as new metrics to measure to improve efficiency on the Collections team by 30% and productivity by 15%

Bellevue, Washington, Us

• Responsible for the management and growth of Market Leader’s Customer Success business unit• Manage 10 direct employees that represent $2,000,000 of monthly reoccurring revenue • Partner with Sales, Operations, Product and Marketing to identify and improve customer retention• Gather and Provide actionable feedback to product to influence product roadmap• Manage customer survival from onboarding, training, accountability, until cancelation• Provide data and oversight of the business to help prioritize where to invest employee and financial resources with our customers• Host weekly team meetings to discuss churn forecasting and pressing matters• Interview/hiring of new Customer success reps as well as assist in employee trainings• Develop and inspire individual team members to grow skill set, retention knowledge and career path• Successfully lowered company churn a full 2% points and have improved customer survival by several months

Bellevue, Washington, Us

• Managed an individual Book of Business that represented $140,000 of monthly reoccurring revenue• Ranked 1st in the company each year for retention rate and upsells• Hosted webinar and in Office trainings to help customers reach their business goals by partnering with our products• Gathered actionable data on why customers were canceling and presented it to management to help determine product road map• Handled escalations from our most upset customers

Bellevue, Washington, Us

• Collaborated with the internal sales, marketing, customer operations and tech team to ensure the • delivery of excellent customer service for great client relations, customer satisfaction and retention.• Handled and saved cancellations via phone call and multiple ticketing systems.• Educated and coached customers on proper usage of services provided by Market Leader by assisting customers with any concerns or questions and troubleshooting simple technological issues

ActiveRain is the largest social network and blogging network dedicated to the real estate industry.As a Social Media Trainer I trained and assisted real estate professionals how to use ActiveRain’s blogging platform to successfully market themselves as hyper-local experts. By using ActiveRains's SEO training I was able to coach Agents and help them create more business by generating blogs that ranked on the first page of search engines.

Seattle, Washington, Us

Seattle, Wa, Us

• WIAA State Tournament Career leading scorer for 1A Basketball: • Received full athletic scholarship• Team Captain• https://wiaa.com/ConDocs/Con1517/2019-20%201A%20Boys.pdf • Gained valuable leadership and team-building experience• Devoted 25 hours a week per week to athletics while carrying full course load in school

Seattle, Washington, Us

• Trained in excellent Customer Service Skills, maintained high degree of professionalism• Worked face to face with customers assisting, and writing down contact information• Worked in fast paced environment during the annual Summer sales

Bachelor Of Arts, Communications

Bachelor'S Degree, History