Jonathan North Email & Phone Number

Austin, Tx, Us

Austin, Tx, Us

Manage Customer's ACS subscription with NetSuite. Project Management of short/long term initiatives, ACS Hours/Budget, and customer priorities. Manage Functional Consultants as part of the ACS Engagement to ensure each project is managed and completed in a timely manner and meets customer expectations.Accomploshments:- 90% customer renewal with ACS - 95% Customer Satisfaction Score- Obtained NetSuite Financial User Certification- Obtained NetSuite SuiteFoundations Certification- Assisted in training and onboarding of new Consultants

San Jose, Ca, Us

Lead a team of 5 customer advocates who assist customers with any questions or issues with the Vendor Direct product. Delivered training and feedback to the team with a focus on vendor retention. Met with internal stakeholders to identify customer pain points, update policies, and make product enhancements to improve customer experience and payment quality. Accomplishments:- Developed team from ground up creating all policies, procedures, and training materials - Created reporting to document issues that allowed internal stakeholders to directly address problem areas - Partnered with the Knowledge Management Team to facilitate updates to all internal and external support content - Delivered all product specific training to CS Team

San Jose, Ca, Us

Manage the Vendor Direct and Vendor Support program for CS. Managing multiple projects, individual contributors to finish projects on schedule. Collaborated with internal stakeholders to make updates to the Vendor Direct product, CS content, policies, procedures, and training. Engaged in recurring meetings with internal stakeholders reviewing data and customer sentiment to address team needs and customer pain points. Accomplishments: - Created all policies and procedures for handling Vendor Direct inquiries from customers and vendors- Directed and coordinated with internal stakeholders to create all customer facing and internal support content - Created training materials and delivered trainings for CS and Sales teams- Collaborated with product management and engaged in the creation of the product roadmap for Vendor Direct payments

San Jose, Ca, Us

Lead a team of 8 advanced customer support advocates that provide internal support assisting frontline CS in resolving customer issues. Oversee the approval of all technical encompassing issues to the Technical Escalation team. Work with CS Leadership to identify and resolve training gaps. Accomplishments:- Improved team SLA from 73% to 91% to meet service levels and business needs- Collaborated with internal teams and developed standardized SME training and mentorship program - Created and delivered weekly reports of top drivers to Professional Development which resulted in the creation of improved trainings and reduced contact rate across multiple channels- Improved the accuracy of technical issues filed from 62% to 91%

San Jose, Ca, Us

Led a team of 6 Advocates that resolve all support escalations across all support channels including phone, chat, email, social media, and e-team. Analyze escalation data and report escalation drivers to CS Leadership. Partnered with Professional Development team to create training on de-escalation, soft skills, and internal policies. Supervision of NPS and negative C-Sat outreach. Accomplishments: - Developed and grew the Resolutions Team from the ground up creating all policies, procedures, and on-boarding materials - Implemented Root Cause Analysis reporting for all escalated tickets to address pain points, improve customer experience, and reduced the number of customer escalations by 24%- Reduced customer churn by 11% through retention initiative- Collaborated with the Professional Development Team to develop standardized trainings focused on soft skills, de-escalation, and organizational gaps- Worked with organizational leaders to create policies and procedures to reduce customer escalations from all channels- Partnered with Marketing to create policies and procedures for social media inquiries and escalations

San Jose, Ca, Us

Oversee and manage the performance of all direct reports to facilitate the best customer experience. Meet with internal leaders to align organizational and team goals. Managing customer escalations via chat, email, and phone. Managing the chat and email queue to ensure that service levels are met. Accomplishments: - Facilitated cross-department collaboration to create training materials, resolve escalations, and provide feedback on customer experience- Delivered live in-person and Zoom training sessions for over 125 Customer Success employees- Created training materials and led training sessions to onboard new members of the Leadership Team- Successfully coached multiple direct reports through documented performance issues

San Jose, Ca, Us

Assisting customers with all inquiries via chat, email, or phone. Resolving all customer issues. Assist in the training and development of new hires. Identifying and escalating technical issues to the Tech escalations team. Accomplishments: - Assisted in design and implementation of new interface- Assisted in on-boarding of new employees - Maintained 93% customer satisfaction - Consistently resolved over 40 support tickets per day

Santa Clara, California, Us

- Assisted in design and implementation of customer facing website - Utilized ZenDesk CRM software to log customer correspondence and track results- On-boarding of new employees- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.- Research and development of new products- Assisted in design and implementation of customer facing website

Framingham, Ma, Us

- Developed Weekly schedules and work-flow charts to ensure maximum efficiency and meet customer deadlines- Installation of wireless networks, printers, and installation of software for customers- Developed training program for all newly hired tech associates- Accounts receivable and inventory management- Computer quick start setup

Austin, Tx, Us

- Developed and maintained relationships with clients through networking, postcards and cold calling.- Advertised client properties on websites, through social media and in real estate guides.- Developed and maintained a list of properties suited to different needs and budgets.- Created virtual tours of homes listed, providing potential buyers with additional exposure to properties.- Marketed and sold property for clients by hosting open houses and advertising online and in print.

Bachelor Of Arts - Ba, Business/Corporate Communications

Associate’S Degree, Communications