Aaron Swartzman

Promoted to transform underperforming operations into profitable units, managing the daily operations of an SMB SaaS organization providing publishing solutions to global resellers and direct customers. Provide strategic leadership and guidance to Sales, Marketing, Service, and IT teams. Accountable for enhancing retention rates and fostering revenue growth by promoting, marketing, and educating users on platform services and features. Act as a solution matter expert and production workflow guru for all domestic and international staffing activities.

• Achieved consecutive annual revenue growth for nearly a decade by aligning sales and service strategies with operational resources and budgets.
• Led Sales and Service initiatives that facilitated revenue stream expansion, resulting in $1.9M in new contract growth.
• Implemented overhauls of onboarding and retention strategies, resulting in an 8% increase in contract closing rates and a 98% contract renewal rate.
• Employed artificial intelligence to streamline pre-production workflows, improve customer service, and enhance product delivery processes..
• Improved company wide communication and productivity by implementing Kanban and Gemba activities.
• Recognized with multiple awards, including the American Business Awards Gold Medal for Best Customer Service Team, W3 Silver Award for Best Mobile Web App Technology, and Davey Silver Awards for Best Integrated Mobile Experience.

Led corporate strategy with the Executive Leadership team. Managed a team of 20 Service agents and an overseas data entry team supporting the production for 5,000 Publishers, generating 160,000 digital pages monthly. Cultivated a forward-thinking Service culture, spearheading initiatives for efficiency, productivity, and cost savings. Streamlined operations by developing SLAs, SOPs, and KPIs.

• Attained a 97% customer satisfaction rating with a tailored service model aligned with customer communication preferences.
• Created a Customer Success Plan to boost retention and contract renewal rates and align business outcomes with the company roadmap comprised of 200+ platform features.
• Grew yearly contract signings while boosting annual contract value by 30% using effective upselling initiatives.
• Increased Net Promoter scores by 20% and attained a 99% positive customer effort score through the implementation of a proprietary Blue Diamond service excellence program.
• Cut production time by a full business day (33%) by implementing a company-wide Six Sigma project, removing redundancies across the organization.
• Achieved a 40% reduction in support requirements, cutting customer engagement time by 4.5 minutes through the introduction and training of technologies like ScreenSteps, Zoho, Jira, Zendesk, and Live Chat.
• Nurtured 100+ key client relationships, including strategic partnerships with 14 of North America's top 20 largest printers.

Led sales, marketing, and customer relationship efforts, managing a CRM database of qualified leads. Managed an annual project budget of $1-2 million. Achieved a 30% profit increase in two years by establishing quality partnerships with private builders and suppliers.

Led and mentored a team of 40 in a high-volume setting. Managed financial responsibilities, including contract negotiations, budget development, cost control, and revenue tracking. Key involvement in planning, designing, and managing a $250,000 remodeling project.

Led large-scale events, fundraisers, and championships for a 2000-member facility. Utilized Oracle for targeted marketing, helping to double business growth to $3 million in four years. Co-directed capital campaigns and secured grants achieving $100,000 annual revenue, and obtaining $1 million in total funding over five years.

Oversaw training and scheduling for a 10,000 restaurant operations staff. Led a six-member labor scheduling team. Recruited participants for the Walt Disney World College Program, delivering presentations nationally to large student audiences. Received the prestigious Walt Disney World Service Excellence Award.