Jonathan Kilton Email & Phone Number

Nashville, TN, US

Pensacola, Florida, US

• Oversee the Operations, HR, and Partner Success teams while serving as the primary driver in company initiatives and projects.
• Eliminated the involvement of senior leaders for tier 1 issues by creating a sustainable escalation process and support hierarchy within all departments.
• Achieved over a 50% reduction in average handle time (AHT) for customer support by streamlining the
• SOP Library for improved consistency, navigation, and accuracy.
• Enhanced the accuracy of quarterly reviews and budgeting by streamlining HR and payroll processes, providing a more comprehensive understanding of employee needs and performance.
• Reduced customer churn by over 30% by standardizing customer interactions, updates, and documentation to ensure consistent customer experience.

Nashville, Tennessee, US

• Manage the SaaS customer support team and serve as the primary support within the CRM for the company in order to create and monitor initiatives that increase customer acquisition and prevent churn.
• Build and stabilize the support team by reducing SLAs (First Response Time, Handling Time, the median and average Time to Resolution), increasing coverage to 24/7, adding international support, and integrating AI to.
• Spearheaded formal transition to HubSpot from Salesforce by becoming a certified admin and collaborating with Sales, Finance, and Product to integrate systems and processes with the new CRM.
• Created 100+ automated/semi-automated workflows in Salesforce & HubSpot to generate leads, convert leads to paying customers, onboard, nurture, off-board, and prevent churn.
• Increase customer touch points through dozens of low-touch, criteria-driven customer outreach workflows in HubSpot in collaboration with Product and Sales resulting in increased conversion and reduced churn.
• Utilize collected customer data, market research, and discovery calls to build a customer facing ROI calculator to help provide financial guidance to potential customers.

Nashville, Tennessee, US

• Established a first-class SaaS customer support team that utilizes modern industry practices and provides 24/7 support worldwide.
• Assembled an off-shore customer support team including all related processes and documentations to ensure high quality, real time chat and call support offerings utilizing Intercom.
• Transformed customer service processes and team’s mindset from responding to customer queries with next-day email replies to real-time chat and scheduling same-day calls.
• Developed a comprehensive Standard Operating Procedure (SOP) Library for the new off-shore support team and established quality assurance practices to ensure consistent updates.
• Designed and launched a training certification program for the support team to ensure consistent customer experience and organically create an internal escalation hierarchy within Tier 1 support.
• Implemented an after hours bug escalation process to ensure transparency and responsiveness on significant customer reported bugs within 10 minutes of report submission.

Nashville, TN, US

• Researched, developed, and implemented a B2B PaaS Commerce platform while maximizing effectiveness of an external facing support and analytics team.
• Delivered a comprehensive business plan for a new B2B e-commerce platform, including customer assessments, financial and revenue goals, and technical requirements utilizing the Salesforce Commerce Cloud.
• Deployed over 20 group purchasing platforms for large customer entities with up to 200,000 employees each
• Structured and standardized sales strategies utilizing over 200 individual hospital discoveries within major healthcare systems.
• Orchestrated quarterly data reviews with top 20 largest revenue customers to ensure understanding and satisfaction with their investments.

Nashville, TN, US

• Increased SaaS sales division from $0 to $10 million with a team of one person. Developed, trained, and managed reporting and data analytics team to support strategic customers in 2020 and for all customers in 2021.
• Presented and implemented a Lean Six Sigma “Process Redesign” Project Charter regarding customer reporting, including unmet needs and proposed solutions.
• Mobilized and trained a team of 5 data analysts to enact new customer analytics’ support strategy within high-need customers leading to improved customer relations. This team utilized systems such as Salesforce.
• Guaranteed customer satisfaction through deployment of thousands of nurse training courses across over twelve health systems.
• Maintained a seat as a key stakeholder in multiple cross-functional committees around data architecture and customer satisfaction initiatives with quarterly strategic deliverables.

Nashville, TN, US

• Led Sales, Sales Administration, Billing, Purchasing, and Logistics departments of a $100 million company during a CEO transition and in the absence of a Corporate President.
• Developed annual budget and all sales forecasts that were presented and approved by the ruling Private Equity Board. Achieved 100% attainment of approved budgets.
• Modernized sales division by integrating tablets, Salesforce CRM, Salesforce CPQ and Adobe Sign.
• Led cross-departmental committee to improve inventory controls and oversaw decided measures that identified over $250k in expired supplies and prevented future obsolescence.
• Qualified, negotiated, and closed over $2 million in government bids through RFPs.
• Shortened month-end billing for all customers from two weeks to two days by implementing more comprehensive documentation procedures and garnering customer support.

Nashville, TN, US

• Managed 10 sales markets including: 10 market managers, over 15 sales managers, and over 100 sales representatives and specialists. In addition, directly supported the Managed IT and Sales Support divisions.
• Drove sales organization to producing over $100 million in annualized revenue through enhanced onboarding, training, and prospecting procedures.
• Directed and cultivated acceptance for company-wide Salesforce CRM implementation.
• Restructured Sales Support organization and processes to increase customer retention by 5% above 3-year monthly average.
• Personally supported the new Managed IT startup division to ensure acceptance and early customer momentum.

Nashville, TN, US

• Built and managed a successful business unit and implemented best practices from it across all sales operations and business units.
• Expanded auto-fulfillment program to provide just-in-time automated supplies to customers for over 20% of all deliveries which saved tens of thousands of dollars in the first two quarters.
• Developed best practices for selling managed printer services in other business units including quoting models and processes.
• Took over a delayed Salesforce launch to get it back on track within 6 months.

Nashville, TN, US

• Developed a sales division for managed printer and managed IT services from scratch.
• Hired, trained, and managed 5 Regional Specialists covering from Dallas to Atlanta supporting over 100 sales reps
• Closed over $300k in contracts during 6 months

Nashville, TN, US

• Pioneered a new business unit and operated as both manager and only sales rep for the first 6-months.
• Closed over $1 million in contracts during the first year.
• Produced and established processes and best practices, including pricing and all relevant offerings.
• Built a training program for all new sales representatives in the company.

Nashville, TN, US

• Managed CRM Database and sales administration team.
• Redesigned and re-structured a delayed CRM launch.
• Built an in-system quoting tool.
• Mobilized all sales divisions to collaboratively rebuild internal workflow systems able to support thousands of deals annually.

• Fully developed three packages, including financial viability and scalability, and contacted needed distributors to ensure smooth distribution of packages if rapid growth occurred.
• Generated and presented market analysis to founder in order to motivate expansion into targeted market.

• Generated and presented cost-benefit analyses of different shipping and location options.
• Forecasted three years of financial statements.
• Conducted ratio analysis on forecasted statements to assess profitability and sustainability.

• Human Resources consultation assistant at the McLaren School of Management, worked on data analysis, presentation development, and thesis development for published works.
• Managed social network data using UCINET.
• Created material to be presented to chief researcher.
• Conducted variance and sensitivity analyses to develop visual and numerical support for thesis.
• Developed and tested interaction hypothesis for the purpose of developing a thesis regarding work environment problems.

San Francisco, CA, US

• Trained by Salesforce.com in a pilot program with the university to be technical consultants for start-up businesses developing sales force platforms.
• Created dashboards to address questions and answers using multiple security and participation levels.
• Developed tracking system for employee sales and client records to streamline transformation from static tracking methods to online, semi-automated system.

• Developed brand reputation and a foundation of users for initial launch through development and implementation of marketing strategies that included: social media, network development, and social events.
• Developed and implemented marketing strategies that resulted in confirmed growth of over 75 targeted members with an initial goal set of 50.
• Established 3 local and national project teams with small groups of 2-3 launch agents.
• Focused on social network utilization; including Facebook, LinkedIn, Twitter, and Tumblr.

• Managed business requirements of the University television station, including: logistics, financial, and human resources related needs.
• Developed and approved a $7K annual budget presented to the university administration.
• Held monthly performance reviews and development plans for a group of 6 student employees.
• Petitioned and acquired equipment not included in annual budget.

Master'S Degree, Global Entrepreneurship

Bachelor Of Business Administration (B.B.A.), Finance; Program