Josh Skinner Email & Phone Number

Salt Lake City, Utah, US

Responsible for technical success of customer onboarding initiatives; applying best practice strategies for technology application.

Salt Lake City, Utah, US

• Assigned by company leadership to manage the development & execution of strategy for customer product migrations
• Regarded by senior leadership as one of the most critical initiatives for the future growth of the business, I lead a team of Technical Leads to develop process for migrating programs to new technology
• Working closely with R&D, create and maintain roadmap for features necessary for this initiative
• Develop project plans and workflows to formalize and automate migration efforts
• Develop cross-developmental workstreams to identify and measure commercial and financial implications of migration projects
• Collaborating with Customer Success departments across Business Units to identify the best strategy for client adoption

Salt Lake City, Utah, US

• Managed several teams (25+ employees) of Technical Success Application Specialists, focused on implementing and servicing customer CX programs
• Established new workflow and quality assurance standards
• Developed rules of engagement guidelines for effective cross-team interactions
• Worked closely with R&D on prioritizing product needs for customer & Success team enablement
• Lead and partner with other senior leaders to improve overall delivery experience
• Built a high performing team of managers and specialists through ongoing coaching while establishing goals to help them develop and succeed

Lehi, UT, US

• Build, manage & coach team of technical CSM’s owning emerging accounts in addition to providing technical consulting expertise to enterprise business relationships
• Mentor team of CSM’s to deliver excellence to our customers in executing on our brand promise
• Developed a Customer Success process to guide and assist CSM’s in driving strategic value in accounts – includes identifying customer goals & objectives, creating action plans & deepening relationships
• Implemented & administer Project Management workflow solution across client success teams
• Escalation owner for client success teams to drive customer product issues/needs through engineering
• Implemented & maintain Salesforce.com reporting & dashboards for tracking & forecasting renewals

Lehi, UT, US

• Drive innovation and change in the core MaritzCX software analytics solutions specifically related to data visualization and distribution.
• Serve as the product SME for the MaritzCX analytics products, acting as the liaison between product management and engineering teams as well as an advocate for client success teams
• Work closely with Product Managers, client owners & customers to understand the market demands, priorities, and help develop the overall product strategy
• Document development stories and work with engineering teams to clearly communicate product needs (features & functionality) and establish acceptance criteria for timely & quality delivery
• Assisted in creating new enhancement request & prioritization process

Lehi, UT, US

• Architected & standardized implementation policies and procedures to increase efficiencies, reduce errors, and enhance the customer experience
• Led teams of Implementation Project Managers, Consultants & Specialists in delivering customer experience solutions via our SaaS platform
• Developed internal & external process documentation for Implementation Services teams
• Continuously coordinate with Product and Development teams on product enhancements, implementation efficiency tools, and project fulfillment
• Worked directly with prospective customers to scope new business and design project delivery plans
• Designed and managed services pricing configurator for service pricing estimates in sales cycle

South Jordan, UT, US

• Led VoC/CX program implementations for several global enterprise organizations, responsible for implementing Allegiance’s largest, most complex programs
• Led business & user requirement sessions to design program specifications & develop project plans for key internal teams to execute
• Led core teams of specialists, engineers, consultants & other supporting staff in executing against SOW
• Worked with Sales Management & Solution Consultants to consult on program design
• Worked closely with Product Management & Development teams to improve

South Jordan, UT, US

• Tasked to create, develop & manage a team of Implementation Specialists
• Created processes & documentation for program design and implementation
• Acted as product & implementation SME for entire suite of products
• Architected solutions for new sales opportunities

South Jordan, UT, US

• Directed all phases of the research process from design, survey development, data and report delivery and managed ongoing relationships and program updates
• Created and managed to project timelines and execution plans
• Produced reporting deliverables, including executive summaries, and presented results & findings to project & executive teams
• Acted as ongoing Account Manager, single point of contact, for customer contacts post-implementation
• Worked to expand footprint within accounts and drove delivery of additional products/solutions
• Managed over 30 mid-market and enterprise accounts representing over $1.5MM ACV

South Jordan, UT, US

• Second specialist hired, responsible for implementing Allegiance feedback software solutions & managing customer success post-implementation
• Developed much of the initial implementation documentation for the organization
• Share & apply best practices for solution implementation
• Develop lasting relationships with Allegiance customer contacts
• Design, build & deploy customer and employee feedback solutions

Chicago, Illinois, US

• Manage market research projects for global organizations measuring customer satisfaction & loyalty
• Act as a single point of contact for internal Research teams & external vendor relationships
• Manage and execute all aspects of the internal business process including project initiation, resource scheduling, survey programming, data collection, and deliverable development
• Manage all field activities to ensure projects are completed within established budgets, parameters and schedule, posting field status reports, ensuring quality of deliverables
• Ensure that internal client requirements are met with regard to schedules, quality and budget