Jeff Smith Email & Phone Number

Chicago, Il, Us

• Lead a team of five Account Managers responsible for the post-sales customer lifecycle including all retention and expansion opportunities• Drove the largest quarter of expansion for Lob’s Strategic and Enterprise segments at 335% to goal in Q1 ‘24• Developed multiple net new customer success programs for Lob including implementing standardized QBR workflows and formalizing joint success plans with each customer• Responsible for all forecasting and financial reporting for the Strategic and Enterprise customer segments

• Managed a book of 10 strategic customers with total revenue of $3M+• Executed two of Lob’s largest expansions in 2023 at 141% and 123% NRR• Mentored new Account Managers in retention and expansion activities

• Create programs that facilitate customer outcomes, product adoption and customer experience across all engagement points• Oversee the progress of all departments, ensuring everyone is working to meet shared goals and objectives• Define product strategy and set the product roadmap based on customer insights and feedback• Develop Eventfinity’s first on-demand training portal, Eventfinity Academy

Greater Chicago Area

• Led a team of two managers and 10 Customer Success Managers responsible for onboarding, customer satisfaction, account health, retention and expansion opportunities• Developed and implemented a new co-selling strategy with Bluescape’s Sales leadership team focused on upsell opportunities driven by the Customer Success team• Oversaw a company-wide initiative to lower the cost of goods sold for Bluescape’s service offerings

Greater Chicago Area

• Managed a team of nine Customer Success Managers responsible for post-sales implementation and account management• Segmented Bluescape’s customer base into four strategic tiers with targeted initiatives for each• Introduced a robust set of customer service offerings including success, onboarding, and implementation services• Created internal programs that became the foundation of scalable customer success efforts including customer communications, change management and analytics

Greater Chicago Area

• Managed relationships with 15 key accounts and conducted day-to-day interactions with customer champions• Developed Bluescape’s first on-demand training portal, Bluescape University• Assisted with training and onboarding of new Customer Success Managers

Greater Chicago Area

• Managed relationships with 12 key accounts and conducted day-to-day interactions with customer champions• Facilitated demos, trainings, and Quarterly Business Reviews• Created customer-facing product update communications and customer engagement materials• Acted as the voice of the customer across multiple internal teams including Engineering, Marketing, and Support

Chicago, Il

• Developed the framework for the self-service and supported offerings of SpotMe’s Backstage platform• Managed the coordination, training, and support for all self-service and supported clients• Collaborated with development team on product roadmap and integrating new product features specific to self-service and supported clients• Responsible for creation and maintenance of all support documentation for the platform, including documentation on product features, processes, and best practices• Supported sales team with demonstration of the platform and answer any product feature questions

Chicago, Il

• Managed team of 3 App Specialists in product development and event consultation• Managed team of 16 free-lance onsite specialists responsible for onsite integration and dissemination of product features to clients and event attendees• Responsible for creation and development of all internal and client-facing training materials and product collateral for SpotMe’s self-service platform• Collaborated with Development team on product roadmap and new product features

Chicago, Il

• Responsible for developing accounts and generating revenue for INXPO’s Webcasting and Social Business TV platforms• Coordinated with Marketing team on building and executing new initiatives to increase Webcasting market share

Chicago, Il

• Managed team of 7 Webcast Engineers and Webcast Producers in day-to-day and long term planning• Created technical documentation for webcasting platform functionality and best practices of the webcasting department• Trained incoming Webcast Engineers and Webcast Producers on virtual platform functionality and best practices• Supported Sales team with client demonstrations of new product features and upselling existing show features

Chicago, Il

• Coordinated over 100 virtual events for a wide-ranging variety of clients• Built and executed hundreds of client-sponsored webcasts• Trained clients on functionality of webcasting platform and best practices of delivering a virtual presentation

Skokie, Il

• Managed cooperative marketing fund accounts including documentation, audit, and reporting• Coordinated the creation of new collateral pieces and managed existing collateral database• Constructed best practices for marketing activities including cooperative marketing fund management, direct mailing campaigns, and customer appreciation campaigns• Provided departmental support for Salesforce.com, including definition and implementation of best practices and training

Chicago, Il

• Coordinated marketing campaigns for musical artists through direct marketing and viral marketing• Assisted with the creation of project proposals for potential clients

Champaign, Il

• Organized all communications and social networking for venue events, concerts, and artists

Master Of Business Administration (M.B.A.), Marketing

Bachelor'S Degree, Management, Marketing