Tom Naylor Email & Phone Number

Lindon, Utah, United States

Greater Salt Lake City Area

• Develop project plans to implement, upgrade, or modify customer solutions.• Establish best practices to keep project tasks on schedule.• Manage time allocations and expectations for team members.• Manage projects averaging 200K in implementation fees.• Collaborate with internal and external resources to successfully keep projects on schedule.

Lehi, Ut

• Member of Weave's original Customer Success Team.• Decreased customer churn by driving value through regular business reviews, developing and implementing plans to resolve issues, and consistent collaboration with resolution teams.

Midvale, Ut

• Successfully led a team that increased customer awareness and engagement by 20%.• Coached and mentored a customer success team that averaged 81% to 90% customer retention.• Developed and maintained metrics on customer success initiatives to drive focus and change.• Developed and implemented proactive customer initiatives that increased customer outreach by 200%.• Conducted daily collaboration with key internal business partners to ensure customer engagement with and value recognition of Gartner’s research services.• Grew a services team from eight individuals to 15 individuals and supported contract value that grew from $20 million to over $50 million within a 24 month period.• Initiated the scope, design, and testing of automated processes that decreased manual processing by 85% and improved customer response time from 24 hours to five minutes. • Part of a team that built, customized, and tested a new SaaS CRM implementation (Salesforce).• Managed the vendor relationship for a hosted (SaaS) conference registration system.• Oversaw the registration functionality and implementation for 12 strategic conferences, including six international conferences.

Greater Salt Lake City Area

• Led a team of project and account managers that implemented hosted ISP services for strategic partners. • Gained a strong understanding of hosted services (SaaS, PaaS).

Greater Salt Lake City Area

• Successfully disbanded, within two months, over 100 customers from a retiring service and migrated many to other Critical Path hosted messaging services.• Sold and managed the implementation of custom messaging solutions.• Researched and wrote response to major RFP that won a large outsourced messaging contract worth over 300K annually.

Orem, Ut

• Managed strategic relationships with key account in the Southeast United States to ensure their service/support issues were resolved.• Maintained strong partnership with internal teams to successfully manage customer escalations.

Orem, Ut/Provo, Ut

• Managed strategic relationships with key account in the Southeast United States to ensure their service/support issues were resolved.• Maintained strong partnership with internal teams to successfully manage customer escalations.• Led the 2nd Tier service team for all of WordPerfect's international affiliates.