Jonathan Padilla Email & Phone Number

St Petersburg, Florida, United States

I joined a new startup group to operate in a remote leadership capacity with oversight of a small IT project management and delivery team to implement back-office accounting and technologies, such as point-of-sale (POS) solutions for multi-unit high-level restaurant organizations. I collate client requirements for IT projects to define scope, plan schedules, and forecast budgets to implement solutions. I remotely supervise the customer support function and team, putting in place KPIs to monitor performancewhile acting act as a focal point for operational needs. My key achievements:• Successfully serviced diverse support contracts by building diverse teamsfor clients.• Adapted to ever-changing roadmaps while maintaining exceptional CSATscores.• Orchestrated seamless projects, including POS system installations formulti-location units.

Scottsdale, Arizona, United States

In a short-term role, I steered all aspects of change management to reorganize support operations, onboarding, and fulfillment, as well as implement software to enable all departments to transition to remote operations post-COVID. My key achievements:• Assured business continuity despite uncertainty by optimizing US/Hyderabadoperations.• Decreased department costs by changing CRM software to a cost-effectiveprovider.• Defined strategies to maintain CSAT scores during the COVID-19 pandemicperiod.• Built offshore support teams, requiring leadership and management of dailyactivities.

Miami/Fort Lauderdale Area

As director of a small sales team, my remit was to motivate and lead the team to source and onboard new logo clients in the region through proactive business development, effective presentations, and accurate proposals to maximize every opportunity. I shared product and functionality knowledge with the team to bolster proposals and influence decision-making. I assessed the performance of customer success teams to identify areas for process improvement and policy change. My key achievements:• Relocated to the Miami region to stand-up a new sales and businessdevelopment team.• Executed a project to implement software to create proactive retentionstrategies.• Created a customer success division to assist in resolving implementationcomplications.• Sustained customer communications by introducing a quarterly servicereview program.• Defined and executed an upsell strategy to reduce costs in the success andsupport team.

Albuquerque, New Mexico Area

My role focused on streamlining data and performance reporting of customer accounts by creating and implementing detailed account tracking systems, designed to ensure customer success. I acted as a technical advisor to the executive leadership team to negotiate during high-value businessdevelopment visits. I assessed newly created teams to establish procedures and processes for customer success, client services, and reseller support.My key achievements:• Traveled to showcase and install demo units to secure high-levelopportunities.• Empowered team to retain 90%+ satisfaction by responding to high-valuecustomers.• Won four awards for customer and technical support, including 'Employee ofthe Month'.• Combined onboarding with fulfillment to improve the installation processand services.• Promoted to personal tech for Apple account to create a system for allCafé Mac locations.

As leader of relationship development and management, I supervised a team of direct reports, focused on developing in-depth relationships with high-value national and international customers such as CrunchIT, Apple, Intelligentsia Coffee, and Village Inn restaurants. My key achievement:• Led the onboarding team and projects to seamlessly integrate customerswith PayPal systems.