John O'Donnell Email & Phone Number

Raleigh, North Carolina, United States

• Collaborate with Customer Success leadership to ensure a seamless integration of the customer onboarding experience with the post-onboarding customer success journey.
• Coordinate with Sales leadership to align resources for the successful launch of new customers within the sales pipeline.
• Designed and implemented post-onboarding surveys to measure overall satisfaction, level of effort, and Net Promoter Score (NPS), achieving a lifetime score of 91.8%.
• Established escalation paths to effectively address and communicate customer feedback to the product and sales teams.

Raleigh, North Carolina, United States

• Built and staffed a dedicated Customer Onboarding team, enabling the Customer Success team to concentrate on long-term strategies and customer health.
• Oversaw the successful completion of 3,000+ onboarding projects, enhancing overall customer experience.
• Developed onboarding plans and workflows that significantly reduced time to value for customers.
• Collaborated with product and sales teams on new product rollouts and initiatives, ensuring effective change management processes both internally and externally.
• Established and executed team goals aligned with overarching company objectives.
• Designed and tracked personalized development plans for team members, fostering individual career growth and enhancing performance as contributors.

Raleigh-Durham, North Carolina Area

• Led a team of Customer Success Managers specializing in onboarding new customers and facilitating integration setups.
• Collaborated with Sales and Customer Success teams to develop and implement effective handoff plans, ensuring a smooth transition for customers between teams.
• Designed a comprehensive assessment tool for the Sales team to evaluate customer readiness for onboarding and implementation, enhancing overall preparedness.
• Generated detailed reports in Salesforce to track customer progress throughout the onboarding journey, providing valuable insights for team members and leadership.

Raleigh-Durham, North Carolina Area

• Collaborated with the Sales and Integrations teams to successfully onboard new customers, ensuring a seamless transition and maximizing initial engagement.
• Cultivated and maintained strong relationships across a diverse portfolio of 10-50+ accounts, tailored to various customer segments.
• Conducted regular check-ins with key customers to gather valuable feedback and discuss progress on new implementations and strategic initiatives.
• Monitored and reported on customer financial health, identifying potential risks and presenting insights to leadership for proactive decision-making.

• Led a team of full-time staff and part-time student employees in overseeing the procurement of course materials for Towson University.
• Cultivated strong relationships with faculty, vendors, peers, and students to ensure timely availability of course materials for student purchase before the start of classes.
• Implemented a textbook rental program, providing students with access to all course materials at a significantly reduced cost compared to outright purchases.
• Created and analyzed comprehensive reports to track orders, sales trends, and credits, optimizing margins while maintaining affordable prices for students.

Huntington, West Virginia Area

• Managed the purchasing and sales of textbooks and general merchandise, successfully increasing profit margins.
• Supervised and trained employees to enhance team performance and customer service.
• Developed employee schedules aligned with budgetary constraints while accommodating individual needs.
• Collaborated with teachers, school officials, and book publishers to ensure high levels of customer satisfaction.

Huntington, West Virginia Area

- Schedule meetings with business owners through cold calls or by phone- Educate potential policy holders on the AFLAC product(s).- Provide excellent service to current policy holders by helping them make changes or filing claims