Josh Kosanke Email & Phone Number

● Analyzed customer behavior and identified trends to enhance retention and engagement strategies.● Internal face of our organization. I lead every webinar for our customers, and those that are on-boarding as new customers.● Extensive experience working with partners in C-Suite positions, and communication skills needed.● Managed team of 7 customer service representatives.● Developed and executed retention strategies, including targeted campaigns and offers, to increase utilization and reduce churn. (Increased utilization 10% year over year).● Utilized customer data to generate insights and improve retention efforts. (4.8/5 avg customer feedback rating as CSM at PeopleJoy).● Monitored and reported on key performance metrics, assessing the effectiveness of utilization initiatives.● Conducted A/B testing of campaigns and implemented key learnings to refine strategies.● Collaborated with marketing and customer service teams to develop personalized communications and resolve customer issues.● Played a key role in transitioning from homegrown CRM to HubSpot Omnichannel CRM.

Spokane, Washington, United States