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• Conduct ongoing advanced product review trainings focused on increasing product knowledge for all

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• Developed an Agile Kanban process for the management of implementation work & successful delivery of services• Established Quality Control program to ensure quality deliverables to customers• Managed Partner channel and established process for engaging Allegiance services teams & defined Partner success

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