Jeremy Marshall Email & Phone Number

Experienced customer success professional with over ten years of experience leading highly successful, highly motivated services teams that provide world class consulting to global clients. Proven track record of expanding service offerings, growing teams and revenue while exceeding yearly company targets.

Listed skills include Saas, Data Warehousing, Software Project Management, Cloud Computing, and 18 others.

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  Director, Concierge Services

  Aprimo

  Jul 2016 - Present

  Our concierge services specializes in post-activation consulting services to help our clients gain greater value from their investment and sustain ongoing application support. We are a proactive, strategic, focused group aimed at our client's long-term success.Lead a consulting team dedicated to Email/Interactive Marketing, Analytics, Campaign Management, Workflow/Financial Management, Digital Asset Management, code and creative services across multiple product suites. Team produces recurring, subscription-based marketing automation advisement to Fortune 500 clients globally.Responsibilities Include:-- Led the creation of a new service offering, Optimization Services, to focus on strategic consulting to achieve higher system adoption and higher ROI.-- Combined multiple teams (Extended Services, Managed Services) to provide one single post implementation service.-- Develop standardized processes and procedures that reflect industry best practices to ensure effective, predictable, and repeatable methods.-- Generated yearly revenue of 10MM (35% GM) through multiple service offerings in the Americas. -- Oversee team utilization, capacity, staffing/hiring and performance of 15-20+ team members.-- Manage department P&L to track/forecast against yearly targets.-- Plan and manage the headcount requirements, recruitment strategies, and organizational development.-- Responsible for team members’ performance and morale. -- Communicate regularly with staff through group meetings and individual sessions. -- Led the team through multiple acquisitions/transitions.-- Escalation point for consultants, leadership/executives and 100+ clients.-- Engage with the sales organization to enhance Concierge Services revenue. -- Responsible for new service sales and managing renewals for all clients.-- Collaborate across multiple departments and management teams to deliver a cohesive support experience both in customer-facing and internal-facing engagements.