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A strategic minded and forward thinking leader with extensive experience spearheading customer success initiatives and leading high performing teams to drive client satisfaction and business growth. Expertise in developing and implementing scalable training programs to enhance skills, tool adoption, and engagement. Equipped with strong track record of exceeding key performance metrics by assuming full responsibility for training outcomes, process efficiency, and risk management. Astute at collaborating with cross-functional teams to acquire specialized knowledge to incorporate in adoption driving stories. Highly skilled in orchestrating comprehensive curricula to elevate learning experiences for community agents, operators, and administrative staff. Adept at streamlining operations through automation and process improvements. Known for fostering customer loyalty and satisfaction by providing day-to-day support for issues and recommending customized solutions aligned with client goals.
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Manager, Customer SuccessYlopo Nov 2024 - Present -
Customer SuccessYlopo Mar 2024 - Present
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Manager, Agent DevelopmentSide Apr 2022 - Nov 2023Direct the Side Agent Development team while designing and implementing scalable training programs to foster skill and engagement. Assume full responsibility for training outcomes, tool adoption, and process efficiency. Collaborate with cross-functional teams to acquire expertise in the Side tool ecosystem, targeted at delivering effective training solutions. Ensure consistent communication with program participants to assess and manage risk factors.• A Elevated learning experiences by approving calendar and curriculum for community agents, operators, and administrative staff.• Boosted tool adoption rates and training effectiveness, serving as the accountable authority for key metrics.• Enhanced training quality by acting as subject matter expert on Side’s tool ecosystem.• Mitigated potential risks through ongoing communication with training participants.• Streamlined operations by identifying and implementing automation and process improvements. -
Customer Success LeadSide Dec 2021 - Aug 2022Orchestrated comprehensive calendar and curriculum while ensuring effective use of tools within the Side ecosystem for Associate Partners. Executed awareness-building strategy for tool adoption, including facilitation of live training sessions, virtual Office Hours, and specialized masterclasses.• Augmented agent performance by developing quarterly menu of systems and best practices for implementation.• Streamlined the onboarding experience for new agents by initiating automated training program.• Amplified customer value for high-worth accounts through the delivery of customized training programs.
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Customer Success Manager, Scaled AccountsSide Sep 2020 - Nov 2021San Francisco Bay AreaEstablished dedicated Customer Success department catering to Associate Partner segments. Facilitated comprehensive understanding among Associate Partners of the tools and systems provided by Side. Managed Bay Area portfolio of Associate Partners to maintain quarterly agent engagement.• Increased Associate Partner productivity by providing strategic business planning training.• Facilitated top-level networking and problem-solving through organization of mastermind events for high-achieving Associate Partners.
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Customer Success ManagerSide Mar 2019 - Aug 2020San Francisco Bay Area
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Senior Success ManagerSprinklr Apr 2015 - Dec 2018San Francisco Bay AreaServed as the central liaison between Sprinklr and major Bay Area customers, aimed at maximizing platform utility to meet strategic objectives. Guided Bay Area enterprise customers in enhancing digital experiences and attaining business goals through strategic use of Sprinklr products.• Amplified customer voices within Sprinklr, serving as an effective conduit for actionable feedback into product development.• Enhanced revenue opportunities by skillfully forecasting product adoption risks and upsell potentials. -
Customer Lifecycle ManagerGet Satisfaction (Acquired By Sprinklr) Jun 2013 - Apr 2015San Francisco Bay AreaOversaw customer renewals for Get Satisfaction, implementing methodical approach to identify and address at-risk contracts. Engaged in consultative discussions with clients to understand needs and align product offerings with business objectives. Collaborated with subject matter experts to deliver customized solutions addressing unique client challenges.• Optimized customer satisfaction by recommending solutions specifically tailored to align with client goals.• Fostered customer loyalty by providing day-to-day support for issues, aiming for swift and effective resolution.
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Director Of AdmissionsSalter College Aug 2012 - Jun 2013West Boylston, MaSpearheaded team of Admissions Representatives focused on boosting new student enrollments for higher education institutions. Conducted enrollment forecasting to ensure appropriate staffing levels for projected student numbers. Administered sales training programs designed to align student aspirations with institutional resources.• Boosted new student enrollments through strategic marketing campaigns.• Increased student enrollment rates through strategic leadership and coaching of Admissions Representatives team.• Elevated student commitment and course completion through specialized training programs aligned with educational resources.
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Admissions Representative With Management ResponsibilitiesHesser College Jun 2010 - Aug 2012• Provided career and education guidance to traditional and non-traditional students• Aligned with executive leadership team to develop team goals and implementing morale boosting programs.• Develop and analyze daily reports utilizing Microsoft Office Suite.• Executed successful recruiting events• Assisted in forecasting numbers• Interviewed and recruited potential students
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Admissions RepresentativeHesser College Mar 2009 - Jun 2010Nashua, NhMake over 100 phones calls dailyKeep up on product knowledgeConduct phone interviews Meet monthly and yearly plansWork to meet team and individual goals
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Lead Generation ManagerU.S. Home Services May 2007 - Mar 2009Hire and train new employeesSchedule lead generating events at local Home Depot storesForecast monthly lead numbersCreate interest in new kitchen countertops and basement renovations
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Sales ManagerDatalink Communications Sep 2006 - May 2008Greater Boston AreaHire and train new employeesProvide training opportunity for all staffMeet and exceed monthly goalsCold call businesses nationally creating interest in Sprint and Nextel productsSchedule product knowledge with the Sprint/Nextel corporate teamOrganize local product events
Joe Flanagan Education Details
Frequently Asked Questions about Joe Flanagan
What company does Joe Flanagan work for?
Joe Flanagan works for Ylopo
What is Joe Flanagan's role at the current company?
Joe Flanagan's current role is Customer Success Leader.
What is Joe Flanagan's email address?
Joe Flanagan's email address is jo****@****klr.com
What is Joe Flanagan's direct phone number?
Joe Flanagan's direct phone number is +141569*****
What schools did Joe Flanagan attend?
Joe Flanagan attended Kaplan University, Massachusetts Maritime Academy.
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