Customer Success Manager with over four years of experience in enhancing customer satisfaction, engagement, and retention within the SaaS industry. My career began with managing high-profile government accounts at Accenture Federal Services, where I developed a strong technical foundation and project management skills. Seeking a dynamic startup environment, I joined Accelebrate to gain hands-on experience and mentorship in Sales & Customer Success.Most recently, I served as a Sales Engineer at KonaSearch, where I blended my technical expertise with customer success responsibilities, overseeing the full customer lifecycle. While my tenure ended in December due to the inherent volatility of early-stage startups, I received positive feedback from KonaSearch, and they are prepared to provide a favorable reference. This experience reinforced my passion for Customer Success and my ability to deliver impactful insights and foster strong stakeholder relationships.I am now enthusiastic about pivoting back to a Customer Success Management role within a SaaS company. I am eager to leverage my diverse experience to drive customer satisfaction and business growth. Open to innovative startup opportunities, I am excited about contributing to a forward-thinking team focused on strategic customer success and impact.
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Customer Success ManagerSalesforceColumbia, Md, Us
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Sales EngineerKonasearch Mar 2023 - Dec 2023• Acted as the primary technical liaison for strategic accounts, managing the end-to-end customer lifecycle from initial contact through to delivery, post-sale support, and upsell opportunities.• Designed and implemented a standardized process for internal communication between Sales and Engineering teams, streamlining responses to customer requests, bugs, and product enhancements, which significantly reduced response times and improved customer satisfaction.• Conducted technical discovery sessions and delivered customized search solutions to clients, leveraging expertise in JSON scripting, SOLR search index, and SOQL to develop custom solutions that solved client issues effectively.• Collaborated closely with the VP of Sales and CEO to design and execute the go-to-market strategy, including identifying verticals and establishing key partnerships for OEM integration.• Led cross-functional teams comprising Product, Engineering, Operations, Sales, and Marketing to ensure alignment on product features, customer needs, and market strategies, resulting in improved process efficiency and alignment.• Achieved significant client satisfaction and retention by utilizing a consultative approach and delivering actionable insights and strategic recommendations. -
Customer Success ManagerAccelebrate Nov 2021 - Nov 2022• Developed and maintained strong relationships with key stakeholders, including C-suite executives, by conducting regular meetings and providing tailored training solutions that met their strategic needs.• Identified and capitalized on upsell opportunities within the customer portfolio, leading to a 60% increase in additional revenue through effective relationship management and targeted service offerings.• Coordinated closely with Sales to drive customer success and meet business objectives, ensuring seamless execution of training programs and maximizing client engagement.• Utilized CRM software to meticulously track customer interactions, manage the customer lifecycle, and maintain data accuracy, facilitating informed decision-making and improved customer service.• Provided strategic input and recommendations that significantly impacted the company's approach to customer retention and engagement, as acknowledged by the company’s president. -
Technical ConsultantAccenture Federal Services Jan 2020 - Nov 2021• Managed the end-to-end software delivery lifecycle for mission-critical enhancements in a global CRM Salesforce enterprise with 5.3 million users, utilizing Agile methodologies and leading Scrum ceremonies to ensure successful project execution.• Orchestrated the delivery of a custom Salesforce component across a 4-Sprint Epic, coordinating multiple Dev and QA teams, significantly improving community outreach capabilities for all US Embassies.• Developed and implemented cloud infrastructure automation for a multi-region Government Cloud Solution, leveraging Ansible automation with Boto3/AWS CLI to optimize AWS resource management and enhance security infrastructure.• Spearheaded the automation of manual QA testing processes, leading to a comprehensive revamp of existing procedures and improved efficiency, while also managing the construction of Windows architecture to support a large-scale call recording solution for 13 million users. -
Research AssistantJames Madison University - College Of Business Jan 2018 - Nov 2019Harrisonburg• Conducted a literature review and identified optimal tools for predicting programming proficiency• Investigated agricultural supply chain integration and its effects on financial productivity• Presented insight gained from research projects at a Global Initiative Conference• Collaborated with researchers in China on a research paper focused on green innovation in Asian provinces -
Business Administration InternModern Image Usa May 2017 - Aug 2018• Managed electronic records database and created reports, records, and files• Interviewed clients to receive new work orders and projects• Handled HIPPA protected documents for clients• Implemented and led a new-hire orientation program
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Booz Allen Hamilton Incubator ChallengeBooz Allen Hamilton Sep 2017 - Oct 2017James Madison University• Worked in a multidisciplinary team to prototype a mobile flood evacuation system designed to effectively communicate flood risk• Solutioned an easy to digest notification system that utilized Augmented Reality in order to visually display potential flood impact• Conducted user research with 500+ participants• Presented our prototype and insights to 10 judges and 72 other contestants
Josh Abbott Education Details
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Business Administration And Management, Computer Information Systems
Frequently Asked Questions about Josh Abbott
What company does Josh Abbott work for?
Josh Abbott works for Salesforce
What is Josh Abbott's role at the current company?
Josh Abbott's current role is Customer Success Manager.
What schools did Josh Abbott attend?
Josh Abbott attended James Madison University.
Who are Josh Abbott's colleagues?
Josh Abbott's colleagues are Charles Scott, Maddie Deveau, Samantha Pierce, Jenna Sharples, Doug Purcell, Samhita Konkepudi, Matt Stolwyk.
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Josh Abbott
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