Jeff Riley Email & Phone Number

Winston-Salem, North Carolina, United States

I am responsible for leading the development and execution of a company-wide Customer Success strategy to deliver services at scale, serving both external and internal customers. I oversee our Customer Success Specialist and Customer Success Manager teams. Drive the continued elevation of customer satisfaction, retention, and revenue growth through effective leadership and strategic initiatives.Areas of Responsibility and Impact:● Responsible for building, managing, and scaling the Customer Success team at TrueLook by defining and documenting standardized post-sales communication procedures, guidelines, and workflows that enhance efficiency and effectiveness● Leverage my experience and provide best practice guidance and create playbooks for the Customer Success team to implement in various scenarios such as churn mitigation, and cross-sell identification and to assist with solving complex customer scenarios● Foster collaboration across departments, working closely with Sales, Marketing, and Product teams to align customer success strategies with overall business objectives● Develop and monitor key performance indicators (KPIs) for the Customer Success team to provide greater insight into outcomes that create customer champions and business sponsors● Conduct regular performance reviews, set goals, and provide constructive feedback to team members and the Executive Leadership team to foster professional advancement● Act as a point of escalation for complex customer issues and provide effective solutions promptly●Analyze data and utilize analytics to continuously monitor value opportunities, and identify trends, patterns, and areas for improvement that boost customer engagement, increase retention, and drive revenue growth ●Leverage customer feedback to drive product enhancements and inform strategic business decisions✪ 2023 Sales MVP Award Recipient ✪Member of Product Steering CommitteeMember of Revenue Operations Task Force

Winston-Salem, North Carolina, United States

Partnered with our Sales, Operations, and Support teams to plan, set up, and deliver customer onboarding engagements. Supported customers by enabling teams to launch TrueLook successfully, adopt it widely, and realize significant business value. Drove scope management, risk issues, communication, and ongoing status reporting, providing guidance and solutions on various user experiences and learning needs.Areas of Responsibility and Impact:● Partnered with customers to optimize their webcam services, from assisting with installation of their TrueLook hardware to walking customers through set up and utilization of TrueLook software reducing time to first use and time to benefit.● Responsible for enhancing the loyalty, connection, and awareness within the TrueLook customer base to help drive a higher rate of product adoption and increased client lifetime value, maturing client relationships to loyalty and advocacy levels, and garnering long-term renewals, success stories, references, and referrals.● Monitored analytics and client feedback for predictive churn indicators, discovered areas for optimization, identify existing customer success metrics, competitor landscape changes, and health score impacts to support coordinated action to ensure positive business outcomes.● Collaborated with cross-functional peers (Sales, Support, Operations, Installations, Finance, etc.) teams to promote a customer-centric mindset mitigating future support issues, recognizing growth opportunities and driving retention strategies, and ensuring successful execution of all deliverables and timely renewal orders and payments.● Provided deep dive training around all areas of the TrueLook platform to drive role-specific value and ROI for customers.● Optimized customer onboarding communication strategy resulting in additional product education and increased feature adoption.

Winston-Salem, North Carolina, United States

Utilized a combination of strategic account management, effective communication, and a strong understanding of the products or services to promote and sell TrueLook hardware and services to potential customers and managed and grew relationships with existing clients leading to retention and expansion.Areas of Responsibility and Impact:● Consulted with client project managers to anticipate and confirm SaaS/Hardware needs based on project scope and expenditure parameters - provided preliminary site plan mockups as needed.● Maintained communication of project requirements and subsequent expectations/modifications with the TrueLook Operations Department and post-sales Customer Support to ensure timely product delivery and installation and a positive customer experience.● Developed, strengthened, and maintained relationships with clients through collaboration and continued communication to foster revenue growth.● Scheduled and conducted product demonstrations and presented solutions tailored to client project requirements.● Created and maintained views, reports, and dashboards in CRM to drive process improvement for territory management and business analysis.● Achieved 70% YoY sales growth by adding new logos and expanding business within the existing client base.

Greensboro/Winston-Salem, North Carolina Area

Assisted in guiding activities academically, emotionally, and physically in a prepared Montessori environment that is in accordance with Montessori philosophy and WSM policies.Areas of Responsibility and Impact:● Worked with and adapted to the needs of students with a variety of learning styles,● Participated in and helped to facilitate parent-teacher conferences.● Carefully observed and kept records on each student’s individual progression through the classroom, while being available to offer gentle guidance.● Assisted individual students in performing activities in small groups or one to one setting.

Greensboro/Winston-Salem, North Carolina Area

Managed sales operations within the Southeast territory, leveraging lead generation tools to enhance both prospecting efforts and sales conversion.Areas of Responsibility and Impact:● Mentored new and existing employees on solution offerings, calling initiative and script creation, market research, lead qualification, account development/strategy, and opportunity management in SFDC.● Built and managed analytical reports to ensure operational execution of business strategy and accurate forecasting for 6 state territory, including account/contact level data integrity, pipeline, bookings, sales process trending, and cross-selling opportunities within existing named accounts with growth expectations.● Established effective working relationships between cross-functional teams of sales, sales operations, and marketing organization to streamline fragmented processes, provide critical business intelligence and reporting, and help maintain sales-related aspects of our existing Salesforce.com environment.● Received and responded to RFPs and RFIs.● Negotiated large corporate deals that served multiple cross-regional locations.

Greensboro/Winston-Salem, North Carolina Area

Oversaw the entire sales process from lead generation to account management, developing relationships with key decision-makers within the C-suite.Areas of Responsibility and Impact:● Managed all inbound and outbound SaaS/Hardware sales leads via prospecting activities to qualify leads by understanding the prospect's BANT (Budget, Authority, Need, Timeline) and competitive landscape.● Researched and built accounts/contact records within Salesforce.com including – key contacts and account information to reveal the needs and issues of the decision-makers and others who influence the buying process.● Successfully managed time to ensure profiling, adding and updating accounts and contacts, consistent follow-ups with prospects.● Updated Salesforce.com throughout the sales cycle to ensure data integrity for sales management.

Greensboro/Winston-Salem, North Carolina Area

Regional Account ManagerLed the effort in acquiring new accounts and overseeing key account management, introducing a streamlined sales approach to enhance client involvement. Demonstrated proficiency in cold calling and prospecting, consistently meeting quarterly and annual sales objectives.Areas of Responsibility and Impact:● Consistently met or exceeded annual revenue goal of $500k by promoting a suite of 5 SAAS products to the SMB market.● Consulted with C-level executives to determine needs and expenditure parameters; created and presented suitable product packages.● Conducted high-impact product demonstrations, engaging decision-makers and facilitating strategic meetings with development teams.● Coordinated with marketing to create, execute, and analyze results on lead generation campaigns.● Directed activities of inside sales representatives to establish goals, strategies, and timelines for prospecting territory.

Greensboro/Winston-Salem, North Carolina Area

Addressed and resolved complex customer inquiries and technical challenges with efficiency and empathy. I took the lead in optimizing support processes and workflows, leveraging data-driven insights to streamline operations and enhance service delivery. Through continuous analysis and iteration, I contributed to significant improvements in efficiency and customer satisfaction metrics. I collaborated closely with product development, sales, and marketing teams to relay customer feedback, advocate for product enhancements, and ensure alignment between customer needs and company objectives.Areas of Responsibility and Impact:● Managed and documented assigned incidents, determined prioritization of customer-reported issues and steps to replicate utilizing the replication lab.● Worked with the development team to diagnose system issues and identify corrective actions to minimize customer impact.● Drove delivery through status meetings, project management, and in-depth analysis and troubleshooting to ensure customer retention.● Documented all customer interactions in Salesforce.com - service cloud.

Greensboro/Winston-Salem, North Carolina Area

Responsible for generating and qualifying leads to drive sales opportunities, initiating contact through various channels, and nurturing relationships. Collaborated with outside sales team, conducted market research, and contributed to the development of effective strategies to expand the business and meet revenue targets.Areas of Responsibility and Impact:● Identified and contacted net new opportunities to build pipeline through a variety of methods including, but not limited to cold-calling and emailing.● Expanded client base through strategic sales initiatives, meeting and exceeding quarterly and annual sales targets.

Greensboro/Winston-Salem, North Carolina Area

Oversaw and coordinated daily operations. This included tasks such as managing staff, ensuring customer satisfaction, monitoring inventory levels, implementing sales strategies, and maintaining overall store performance. Areas of Responsibility and Impact:● Coached staff on sells techniques, Nextel/Sprint company policies, performance management and career development.● Effectively managed product sales mix and repair to new phone ratio to ensure profitability in accordance with company standards.