Jonathan Rose Email & Phone Number

Pittsburgh, PA, US

• Responsible for the success and management of key enterprise accounts
• Managing large books of business & strategically engaging clients (analyst to C-suite) - from launch to completed life cycle. Driving strategic sessions with key stakeholders for continuous expansion growth, maximizing.
• Highest revenue $3.1M in closed expansion sales for key accounts, with 300% YoY growth, while maintaining high-seat-count licenses with company partner – representing the partner voice.
• Leveraging customer data & product knowledge (across all industries) to directly influence how stakeholders engage their users, products, and strategic plans/workflows. Tailoring success plans to each unique need of my.
• Strong upsell/cross-sell numbers – expanding product lines and client trust. Constantly showing my clients the maximum value of the partnership.
• Designed roadmap for CS Ops – creating operational efficiencies by designing processes, customer insights, playbooks, account health dashboards, & churn analysis.

• Developed and implemented a Customer Relations department from the ground up, resulting in increased customer satisfaction and retention rates.
• Managing a team of 10 - providing coaching & encouragement, reducing turnover, and elevating the Blue Nile brand.
• Team accomplishments include: 95% CSAT, 65-75 NPS, high FCR, increased customer satisfaction by 37%, employee satisfaction by 20%, and a 21% increase in customer retention YoY.
• Driving sales & services, weekly SLA reports, forecasting among multiple groups, vendor management, executive team meetings, and training, & development.
• Produced customer retention strategies, leading to long-term client relationships & satisfaction.

• Design and development of key training initiatives & curriculum to meet the standards of the entire Servicing department.
• Driving adoption of team curriculum, maximizing ROI, and introducing key training programs.
• Conducting training sessions in multiple formats, including classroom-style training, one-on-one sessions, and virtual training sessions.
• Act as a subject matter expert in all customer service systems, processes, and policies.
• Innovative performance/training models led to increased employee performance & customer satisfaction.

• Increased customer satisfaction by 29% through coaching and mentoring a team of 6 customer service representatives.
• Developed and implemented new training programs that resulted in a substantial decrease in call resolution time.
• Reduced employee turnover by 10%, by fostering a positive and supportive work environment.
• Achieved YoY goals by delegating tasks effectively and motivating team members.