Joel-Michael Martin Email & Phone Number

South Berwick, Me, Us

Remote

Fortress is the AI-powered cybersecurity company, defending critical infrastructure, government agencies, and their supply chains against cyber threats and mission risks.

Remote

Promoted from Customer Success Manager at DNSFilter:I have implemented a customer feedback-based onboarding process that promoted cross-departmental interaction to guide new customers from sales to account management. Managed the department for 10 months, during this time I reduced churn from 85% to 92%, created hiring documents for new team members, and presented them to the executive leadership team and board. Attended weekly cross-departmental churn meetings to present Zendesk customer tickets, product requests, and concerns to top leaders, translating gathered information into actionable retention plans: On-boarded and trained both Partner Success Managers for relationship management, strategic interaction, and communication. Assess customer usage and engagement data to pinpoint opportunities for upselling and cross-selling.Key Contributions:Led the department for 10 months, recruited and trained 3 new team members including Vice President of Customer Experience.Secure MRR of $2.10M and average monthly gross retention of 92% by presenting QBRs and EBRs to enterprise accounts, highlighting goals and value of the productCreate documentation for the Customer Experience department to allow for more standardization that produces a 40% increase in internal workflowsEstablish a trusted advisor relationship with customers by delivering positive business outcomes, and tailored recommendations for value optimization. Serving as the key escalation point to ensure the best-in-class customer experience.Achieve the successful onboarding of new enterprise-level customers for seamless product adoption and ongoing support delivery, while heightening customer satisfaction and retention.Generate strategic touchpoints for the Customer Success department to ensure effective communication, and churn reduction, and identify customer advocates for marketing, product, and sales collaboration

Remote

Oversaw relationship management for 4000+ active DNSFilter tool customers by interacting across departments to automate interactions and boost retention. Bridged the communication gap with the product development team to gather customer feedback and suggest enhancements to the DNSFilter tool. Evaluated customer-specific metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other key performance indicators (KPI). Supported the escalation of software issues to the appropriate team by utilizing Zendesk and Asana. Formulated deliverables with quantifiable goals for product ROI to significantly reduce churn. Spearheaded the development and implementation of a CRM tool and application.Key Contributions:Analyzed customer data, uncovered trends/patterns, and presented findings to the executive team for strategic decision-making.Optimized customer satisfaction and minimized churn rate via regular check-ins and customer needs and concerns analysis.Created a QBR process focused on the customer lifecycle, internally measurable as an early indicator for identifying churn.

Portsmouth, New Hampshire, United States

Responsible for providing world-class sales and sales support to our external sales force and financial advisors across the US. Organized training sessions to educate sales agents on new product offerings and enhance sales strategies. Explored potential partnership opportunities with financial advisors and industry professionals to expand the company's network and drive sales growth. Created a positive customer experience by mediating conversations between sales agents and customers for insurance products. Key Contributions:Collaborated with account managers and customers for mutual satisfaction with products.Conducted data entry and analysis for life insurance claims and maintained account accuracy for the East Coast region.Conducted weekly touchpoint meetings between external partners and sales agents to discuss trends/opportunities.Monitored multiple contracts at various stages to ensure accuracy and timely delivery.Cultivated relationships with branch managers to communicate product changes and develop rapport.

Greenland, New Hampshire

Consulted regularly with clients to cultivate robust relationships, share best practices, uncover upselling opportunities, and assist in achieving software-related goals. Created presentations and case studies with customers at multiple conferences to build stronger customer bonds and generate leads. Maintained detailed reports and analytics for each client, highlighting pain points, addressing vendor needs, and ensuring accurate contact information.Key Contributions:Achieved efficient management of customer accounts, driving lead curation, implementation, and successful renewals.Acquired 40 new clients and generated $300K+ in ARR to ensure revenue growth for small and medium contracts through close collaboration with the development team.

Boston, Massachusetts

•Work directly with student organizations, student association, and other OSA staff to provide guidance and institutional support and where possible create synergies. •Advise and consult with students on event planning, website needs, and all other support including budgeting, advertising and catering needs•Develop and facilitate co-curricular activities/programs that provide personal growth to the students•Plans and facilitates annual Harvard Chan Commencement with over 2,000 attendees, 600 graduates, and a budget of $500,000•Modeled and provided excellent customer service to ensure that student service was maintained at all times•Created new strategies to communicate with students and guests about Commencement•Supervise part time staff member during Commencement to assist with data management for over 600 students•Worked with contracted venues on securing space, room configuration, registration and meeting materials, and ordering of food and beverage and audio/visual equipment set-up

Watertown, Ma

Group Exercise Instructors can lead many forms of fitness activities from Step Aerobics, to cardio kickboxing, yoga, Pilates, cycling, and many more. Generally, classes are structured with a warm-up, work section, and cool down and some cardio based classes may include a strength element. Group Exercise workouts are accomplished with the instructor leading the class by doing the workout along with the participants who follow her/his lead. New instructors may need to audition then will be paired with an experienced instructor to gain practical skills and planned experiences in leading a class before being assigned his/her own class.

Watertown, Ma

Wingate, Nc

•Charged with creating an environment in Group Exercise classes that would appeal to male students•Assisted with planning reach out programs to staff and faculty to promote a healthy workplace•First instructor at Wingate to incorporate high intensity athletic classes to challenge athletic teams•Developed classes focused on strength training•Knowledge of proper technique and modifications, trained to teach at medium level intensity•Maintained fitness room facilities and equipment during and after group exercise classes•Promoted overall fitness to other offices and campus students through presentations and outreach•AFAA Group Exercise Certified, Up to date CPR/First Aid and AED

Wingate, Nc

• Serve as primary contact for all Registered Student Organizations (RSOs) for campus programming, budgeting, and management • Manage OrgSync software for all RSOs and portions of the Division of Student Affairs• Hold monthly meetings and trainings for RSO officers and leaders• Create and promote leadership programming and initiatives to meet campus and student needs• Plan the first Wingate University leadership conference on social media and bystander intervention• Advise the First Year Senate with curriculum development and programming• Act as primary advisor for Multicultural Activities Committee (MAC) consisting of 5 groups to plan new programs and campus-based education• Advisor for Interfraternity Council (IFC) assisting with recruitment, education, and leadership• Create new IFC judicial policy for chapters• Supervise the AdTeam design group on promotional materials and business practices

Orono, Me

• Promoted to full time position, advisor for Interfraternity Council (IFC) and Panhellenic Council (NPC)• Held monthly meetings with chapter presidents to discuss strategic plans and new chapter initiatives• Coordinated campus-wide leadership conferences and provided on-going training for Greek officers• Facilitated workshops on recruitment, marketing, finances, leadership, motivation, goal setting, time-management, anti-hazing, new member education, public relations, and alumni development• Played a major role in bringing David Stollman and Phired Up, workshops to meet the communities needs• Installed the 5 Star Chapter Award Program to establish a standard with 16 categories that each Greek chapter should strive to meet• Developed and reviewed policies and procedures related to Greek Organizations and their members• Assisted in developing large scale programming efforts for Fall Welcome Weekend, Family and Friends Weekend, Halloween, Winter Carnival, Stress Free Finals, Late Nights in the Union, and Dance Marathon• Oversaw, in collaboration with University of Maine Student Government, Inc. approximately 200 vibrant and engaging clubs and organizations and their leaders• Communicated regularly with local, regional, and national advisors to ensure similar chapter expectations

Orono, Me

• Advised the undergraduate officers on their fraternity, scholastic, and University/Fraternity policy with regards to hazing, alcohol, and conduct policies• Assisted with the education and development of etiquette and interpersonal skills of the undergraduate members

Oxford, Oh

• Performed as Assistant Officer Manager supervising seven officer staff, and helping to coordinator 16 one-and-a-half day orientation sessions for 3,400 students and guest• Organized early arrival program to assist incoming students in integrating to the campus and orientation• Attended orientation students socials as professional staff in charge of crisis management• Completed an analysis of Miami’s summer orientation from student and family perspectives • Reviewed and compiled summer orientation survey data from students and guest

Orono, Me

• Supervised 4 Resident Assistants: held 1-1s and 2-1s to evaluated & give feedback on performance to RAs• Coordinated the Wellness and Quiet Student Living Learning Communities, serving 420 students• Co-led, developed, and implemented community development programming based on healthy, social, academic, & educational applications within two residence halls with over 800 students• Advised the Community Governing Board (CGB), four residents from two buildings that are elected to plan programs & purchase items for the halls to benefit the community• Participated in 24-hour on-call rotation for first year residential population of approximately 1,500 students

Master'S Degree, Business Administration And Management, General

Emphasis on Organizational Behavior and the theoretical background of how business' thrive.

Master'S Degree, Human Development And Family Studies, General

Bachelor'S Degree, New Media And Studio Art

Activities and Societies: Beta Theta Pi, Order of Omega, Interfraternity Council, Class Council President, Team Maine