Jon Wilde Email & Phone Number

Salt Lake City, UT, US

Provo, UT And Seattle, WA, US

• Build global partner capability and ensure high quality of service delivery across 400+ partners who provide implementation and advisory services, support, managed services, and account management to Qualtrics'.
• Supervise partner delivery of 91% of new customer implementations (up from 20%) at 4.8 avg. CSAT.
• Designed and launched Partner Program to align partner incentives and activities to long-term customer success metrics. Increased partner-sourced ACV by 17x in first year.
• Improved first-year retention rate of 3,000+ partner-implemented customers by 10pts (to 88%) through development of account management capabilities at partners.
• Recognized as top-tier leader with Employee Engagement at 96% and Manager Effectiveness at 88%.

Provo, UT And Seattle, WA, US

Develop Customer Experience (CX) program designs and business transformation plans for Qualtrics' clients. My teams consist of methodologists, consultants, architects, and data scientists who consult with clients during and after the sale of Qualtrics’ Customer and Employee platforms.

South Jordan, UT, US

• Chief Operating Officer for a $45 million Professional Services business with four distinct service products. Supervised activity of 160+ employees in eight countries. Leader in driving customer success strategies.
• Increased customer renewal rate by 26% and 5x higher lifetime spend by customers who utilized Professional Services.
• Improved services margins after acquisitions, from negative to 30%+ by applying operational controls.
• Led delivery of 1,100 implementation projects annually, plus hundreds of managed accounts.
• Reduced free-of-charge work by 42% through systems and procedures to improve delivery quality.
• Operated services in consulting, implementation, education/training, technical account management, and managed services.

South Jordan, UT, US

• Directed operations and business development for $13 million Services business including: P&L management, forecasting, revenue recognition, VSOE compliance, business development, contracts, pricing, and management of.
• Grew revenue by 78% over three years (21% CAGR vs. 6% for company) via new services.
• Doubled services sales attach rate (from 11% to 21%) by partnering with sales and marketing.
• Increased margin from 31% to 38% by reducing operational costs through implementation of PSA tool.
• Reduced Statement of Work writing effort nearly 50% by creating automated scoping tool.
• Removed costs and sales friction by building a self-service training registration portal.

• Founded startup to deliver operational and financial management services to homeowners’ associations (HOAs), including: planning, budgeting, P&L oversight, covenant enforcement, and vendor selection, negotiation, and.
• Converted HOA from $20k debt and operational loss to $70k reserve fund in 2 years.

Minneapolis, MN, US

• Led operations of international services business providing custom software development and premium (paid) support. Managed financials, sales, and delivery operations.
• Grew revenue 98% in 12 months through business development and pricing changes.
• Doubled operating profit margin (to 45%) by creating culture of utilization management.
• Recaptured 18% of annual revenue by introducing PSA tool and fixing financial process.
• Introduced new service offerings in mobile development, QA testing, and web optimization.
• Improved solution quality and reduced risk by standardizing estimating model.

Minneapolis, MN, US

• Consulted with international clients to engineer enterprise-scale Internet and mobile applications using C#, ASP.Net, and agile development methodologies. Managed large teams on projects for customers, including.
• Architected and led successful deployment of 10,000-hour project for Spirit Airlines.
• Earned “Accent on Performance” award for two consecutive years of performance in top 5% of employees.

Minneapolis, MN, US

• Managed development of world’s highest-volume online flight reservation system. Architected, estimated, managed work of 12 resources, and supervised software development lifecycle.
• Built stable, high-traffic application to support over 1 million reservations and 100 million unique visitors per day.
• Reduced application defects by 60% and development costs by 40% through refactor.
• Added millions in weekly revenue for customers via creation of functionality for baggage fees, inline travel insurance, SSRs, and ancillary travel services.
• Acting Product Manager: defined product goals, analyzed market trends, performed cost/benefit analysis, and made product roadmap decisions.
• Complied with security audits and SLAs by introducing robust quality cycles and testing.

• Supervised all software development and computer systems used in company. Designed and built web application to provide stock investment information.
• Built low-level protocol modules for integration to Authorize.net, POP3/SMTP, HTTP Web Services, and DBI communication to MySQL database.
• Architected robust, efficient implementation of server-side user state management and data caching.
• Real-time analysis of historical market conditions to develop market forecast simulations.

Houston, Texas, US

Correspond with customers to troubleshoot and analyze issues reported against company’s Internet product. Identify and correct product defects and deploy hot fixes to customers.

Masters Of Business Administration (Mba), Strategy & Entrepreneurship

Bachelor Of Science - Bs, Computer Science, Software Engineering