Joseph J. Eisenmann Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

As the manager of the Strategic CSM team, my main focus is to execute and improve our Customer Success strategy, provide focused coaching for each team member, and be an inspiring leader who establishes an energizing team culture. In addition, I have the ability to deeply understand a customer's business objectives, practice exceptional customer-facing communication skills, and have the technical competence to understand and communicate the Quorum's platform capabilities.Manage a team of 7 Customer Success Managers with over $15mil book of recurring revenue.

Washington, District Of Columbia, United States

• Ran Executive Business Reviews with customers' executive-level stakeholders to exchange business updates, demonstrate value achieved, and align on approaches to drive additional value• Built trusting relationships with executive stakeholders from a variety of organization types such as Fortune 500 companies and Department of Defense offices to include SVP's and Generals• Developed and executed on success plans for customers, including tactics to promote engagement with the solution to ultimately drive return on investment, customer satisfaction, and improved net promoter score• Identifying customer champions and building solid relationships for successful partnerships.• Managed the largest amount portfolio by revenue under management(RUM) of ~2mil.• Find engagement points with clients utilizing both CS best practices as well as unique tactics• Improve product adoption through client engagement, strategically advising clients, and utilizing industry knowledge to drive user value.

Washington D.C. Metro Area

Alexandria, Va

• Worked closely with Data Solutions team to support staff and vendor needs• Performed requirements gathering to determine business goals and develop RFPs• Administered 3 Zendesk instances with varying business needs• Built process to review and clean over 4,000 bad records and maintain proper data going forward• Built and reviewed email campaign lists that were as large as 300,000 recipients• Managed and monitored project plans and required schedules• Launched and reported on cyber security training for ~85 colleagues

Alexandria, Va

• Developed, implemented, and maintained training and procedures for 8 direct reports• Improved team's average email response time with membership by 50%• Increased web chat engagement from 38/month to 550/month• Improved and maintained a 95% member satisfaction rating• Implemented and administered cloud based customer engagement platform (Zendesk)• Led team’s hiring process which filled long-term organizational staffing needs with 70% of hires moving up in the association• Headed Staffing Committee for premier annual event to delegate, train, and monitor assigned roles of ~85 staff

• Research legislation and issues affecting uniformed servicemembers• Perform as subject matter expert by updating team and members on complex legislative issues• Liaison to Government Relations department by working with association's lobbyists and conveying trending member legislative inquiries

Alexandria, Va

• Increased revenue by $10,000 in a quarter by promoting the sale of Life and Premium memberships• Developed training documentation on CRM (Personify) processes to better train team on technical processes• Established exemplary customer service by determining member needs and providing solutions to include communicating complex issues regarding military affairs, benefits, and legislation• Recognized trends from member inquiries to produce original web content that continues to generate the most page views on the association's website