Jonathan Judd Email & Phone Number

Salt Lake City, Ut, Us

Tampa, Fl, Us

Developing and supporting Zoom & Google Unified Communications practices within AVI-SPL, a global digital enablement solutions provider.

Morrisville, Nc, Us

Built up and managed key AV/UC Industry partnerships and alliances for the Smart Collaboration Group at Lenovo North America. Worked closely with Microsoft, Google and Zoom to grow these platform partnerships, increase product awareness & drive unit sales growth. Worked with AV/UC ecosystem technology partners to fill in product/offering gaps and market those solutions to the industry and to the internal Lenovo sales team.

Costa Mesa, Ca, Us

Drove sales volume goals through direct enterprise sales and was responsible to build and manage reseller relationships and drive opportunities through our key channel partners. Handled all partner training, QBR's and on-boarding efforts. Supported all Corporate IFP and Digital Signage products.- DuoBoard (CP line)- Digital Signage (SL, ST, IL)

Wilsonville, Oregon, Us

Sold direct into Fortune 1000 companies. Focused on selling the full Avocor product solution into these large accounts, added many new logos and built up existing enterprise customers.

Wilsonville, Oregon, Us

Developed and managed strategic partnerships to drive customer sales. This included signing new partners, helping to manage the sales process, drive effective joint marketing and events, partner training and enablement and providing all levels of partner support. Avocor provides an Open Collaboration Solution, which has been designed to improve collaboration and cross team participation in the modern workplace. With its open architecture, the Avocor interactive display is platform agnostic, which means organizations can create their own solutions, tailored to individual business requirements and needs. With a range of sizes, the solution is perfect for every meeting space, from huddle rooms to collaboration zones.

Milpitas, California, Us

Responsible for increasing revenue through our existing channel ecosystem and recruiting and developing new partners across the Western Region. Prysm is the leading supplier of custom visual workspaces and collaboration solutions. Prysm is dedicated to being partner-centric and realizes the fastest way to drive revenue growth is to leverage the valued partners we already have and to enlist new partners in markets and geographies where greater coverage is required.

Holmdel, New Jersey, Us

Responsible for developing and growing the partner ecosystem for NewVoiceMedia across North America. Drive sales revenue to NewVoiceMedia from Salesforce and all eco-system partners. Actively search for and on-board new partners across the Salesforce eco-system. Build alignment with Salesforce RVPs and all Sales and Sales Engineering teams, attend Salesforce events and introduce NewVoiceMedia’s products and solutions to sales teams. Perform all aspects of partner development, including: identification of partner segments, relationship definition, technical implementation requirements, launch activities, partner competency requirements and certification and program costs. Coordinate product and technical training for all partners.

Austin, Tx, Us

Recruit, train and manage large reseller partners. Drive channel sales within assigned territory. Develop and drive partner marketing events and demand generation through partners. LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud.

Campbell, Ca, Us

Drive channel sales and recruit and manage large reseller partners within the Mountain States and Northwest US & Western Canadian territories. Develop and drive partner marketing events and demand generation through partners. During my time at 8x8 (and formerly with Contactual) I was able to sign up many large reseller partners who committed to sell all 8x8 products (Cloud PBX, Cloud Contact Center, Cloud Conferencing & Hosted Services). I was able to effectively manage and grow 20+ reseller partners and drive increased sales. One of my key Canadian reseller partners was a large Telecom provider with annual revenues in excess of $2B, who I grew to $1MM plus in annual billing with our products. I also managed direct deals for medium to enterprise sized businesses.

Hoboken, New Jersey, Us

Managed Salesforce.com, Microsoft, Netsuite, SugarCRM, RightNow and other CRM channel partnerships. Also manage all CRM eco-system partnerships including but not limited to partners such as Astadia, Cast Iron, Gryphon Networks, Cloud Conversion, Axonom & Customer Dynamics. Work to develop new partner relationships and build strategic alliances in order to drive sales opportunities through these new and existing channels. Work with Product Development to build integrations with partner products.

Woonsocket, Ri, Us

Manage all current customer service technology & tools, ensuring high availability. Research and determine best new technology for 4 call centers (400-500 agents). Through technology projects reduce agent call handle times and find & implement cost savings for organization. Manage operations team to ensure service level goals are exceeded, appropriate daily staffing levels are met and ensure quick turnaround for any system/tool issues. Implemented new audio/web conferencing vendor to save the company approx $80-100k annually within first 2 months on the job. Implemented new hosted ACD system and Echo customer survey tool with inContact. Worked on CRM integration and CTI projects. Worked to select and implement eWFM for department.

Kansas City, Mo, Us

Managed approximately 80-100 Tech Support & Customer Service professionals across 3 product lines with heavy ramp prior to each tax season (heavy hiring and training of staff). Managed inbound call & email volumes to ensure high levels of customer satisfaction. Ensured appropriate daily staffing levels, exceeded customer expectations & allowed for proper tech training. Ensured balance was maintained between center productivity, costs of support and customer satisfaction. Quickly researched and managed implementation of new UCN hosted ACD phone system and SugarCRM tool that significantly reduced call handling times & increased first call resolution rates. Implemented policies and procedures throughout center to ensure consistency in all areas. Built Tier 2 team to allow for quick issue escalation & resolution. Developed improved productivity measures and build new performance management tool. During slow volume times increased tech training.

Melville, Ny, Us

Managed approximately 200 Tech Support & Customer Service professionals across 5 product lines. Managed heavy inbound call volumes & exceeded SLA’s. Ensured appropriate staffing levels & focused on constant tech training. Provided high quality support to all customers on every contact. Successfully implemented Citrix GoToAssist remote access tool that reduced call handling times & dramatically increased first call resolution rates. Designed & built out highly effective Support Operations team to include QA, MIS, Training & Recruiting teams; this change increased management productivity by 25% in several key areas.

Milwaukee, Wi, Us

Managed approximately 75 Customer Support professionals at 10 remote locations across the U.S. Responsible to manage inbound call volumes & routing, developed on-line web training resources, handled customer escalations & hired/trained CSR teams. Planned & implemented new Interactive Intelligence (I3) VoIP phone system for the Customer Service organization companywide. Estimated annual SG&A reductions of $1MM. Handled all administration & reporting functions for new VoIP phone system. Responsible to implement all Customer Service infrastructure & modernization projects to reduce SG&A costs & increase CSR productivity companywide. Developed Web portals utilizing Microsoft SharePoint application to manage communication, work flow & handle customer surveys between all product groups. Project Lead for ServiceLink on-line case management tool to increase CSR productivity.

Menomonee Falls, Wisconsin, Us

Managed 50-100 E-Commerce support professionals (seasonality from Nov-Jan). Managed all facets of support for Kohls.com customers from inbound calls to offline work. Hired, trained & managed large teams of seasonal & temporary employees during quick holiday ramp up period each year. During first months on job improved call handling performance, during critical holiday season, by 83% (Improved ASA from 288 secs to 49 secs year over year, factoring in 50% growth in kohls.com sales). Drove development & roll out of on-line knowledge repository, incorporating all aspects of E-Commerce support & order flow. Through detailed reporting of issues effectively moved all Kohls.com shipping from Airborne to UPS as main Kohls.com carrier & reduced shipping issues by 90%.

Englewood, Colorado, Us

Managed 4 Tier II Tech Support Managers with overall responsibility for 200 tech support & customer care reps (Tech support for cable, data & VoIP). Worked closely with 3 remote outsource partners, based in 4 separate locations & an additional 200 representatives. Responsible to update these locations on process changes, train on all products/services, regulate call volumes, hold regular visits & meetings/conf calls. Responsible to build up Tier II Tech Support team during rapid growth period. Went from customer base of 600 to 300K over 3 month period. Assisted with large acquisition of a competing cable/broadband services company. Responsible to roll out & train 5 locations & over 400 tech support reps as we launched our new high speed data services to over 300K customers. Involved with marketing, billing systems & assisted in commercial data services roll out.

Palo Alto, Ca, Us

Managed team of 6 Financial Mangers, who each had responsibility for 50 Sales Associates (300 direct reports). Responsible to increase leasing sales within 3 distinct & separate (co-located) contact centers (Consumer, Business & GEM). After first month managing the team moved leasing penetration from 12% to 25% through increased daily focus & additional representative training. Met fiscal leasing target of $30MM in annual leasing sales & increased leasing penetration within all Compaq hardware markets.Worked in the development & implementation phases of Siebel 2000 rollout to 3 contact centers & ensured integration for CFS tools & processes within existing Compaq systems.

Austin, Texas, Us

Managed highly technical Oracle professionals (30+ analysts), supported Oracle Application Server (OAS) & On-line Analytical Processing packages (OLAP). Coached OLAP team to best performing team in center for moving customers towards on-line self service tools (MetaLink Web-site). Built team from ground up & responsible to hire, train, coach & manage team P&L. Responsible to staff 7x24, cover Y2K weekend & hire to appropriate levels for call & TAR (Technical Assistance Request) volumes. Trained all management teams on Electronic Support Tool (Oracle MetaLink Web-site) & assisted in implementation of new electronic support model throughout Oracle.

Basking Ridge, Nj, Us

Positions Held: 7/98-9/98 – Process Manager, 8/97-7/98 – Bus Mkts Program Manager, 8/96-8/97 – Bus Mkts Manager, 3/95-8/96 – Fraud Control Manager, 8/93-3/95 – Spanish Customer Service Manager, 6/92-8/93 – Spanish Customer Service/Spanish Financial Service Professional.