AJ FERRILL
Technical Implementations and Customer Success
Rancho Santa Mar,CA
Summary
Analytical and solution-oriented customer success professional with strong collaboration skills, ability to solve complex problems, and knowledge of all relevant technology to be an asset in increasing customer satisfaction and retention levels.
Overview
13
13
years of professional experience
Work History
PROJECT CONSULTANT
INSTRUCTURE, INC
03.2020 - 03.2022
- Upsold $70K of services
- Renewal rate of 90%
- Supervised 2multiple fast-paced implementations for high value clients
- Defined client objectives, communication with relevant stakeholders, tracked progress, & coordinated tasks across internal teams
- Extensive knowledge of CANVAS, PORTFOLIUM
- Planned, executed and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Closely collaborated with customer success team to identify and quickly address problems.
- Met with manager weekly to provide detailed project report and milestone updates.
IMPLEMENTATION MANAGER
PORTFOLIUM, INSTURUCTURE, INC
04.2019 - 03.2020
- Oversaw implementation projects for Portfolium customers
- Provided strategic project management including customer targets and managed revenue
- Collaborated across teams to ensure customer satisfaction & success
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- CSAT Score of 90%
Faculty Support & Development Associate II
ASHFORD UNIVERSITY
San Diego, CA
10.2010 - 04.2019
- Established and implemented faulty learning & development opportunities including: The Center for
- Excellence in Teaching & Learning (CETL), The New Faculty Experience, and ISIS: Instructional Services Information System (data management)
- Ensure faculty upheld university standards and effective instructional practices
- Coached faculty through day-to-day work and complex problems.
- Monitored faculty and student interactions to assess quality of educational services
Regional Sales Manager
FIRMA INC.
, CA
09.2009 - 10.2010
- Achieved regional sales objectives by developing successful strategies and servicing accounts to strengthen business relationships.
- Team lead for San Diego County, direct report to the CEO
- Led targeted training programs to educate staff on product benefits and service capabilities.
- Made onsite sales calls to prospective customers to help sales representatives close lucrative deals.
- Contacted key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts.
- Executed successful promotional events and trade shows.
Education
Product Marketing Certificate - Business/Marketing
Cornell University
Ithaca, NY2021
MASTERS EDUCATION (M.ED) - Cross Cultural Education
National University
La Jolla, CA2009
Bachelor of Arts - History
University of Redlands
Redlands, CA2007
Skills
- Teamwork and Collaboration
- SaaS proficiency
- CA-PMP Certification (in progress)
- Customer driven project management
- Technical implementation & technical presentation specialist
- Learning & development expertise
- SalesForce, Asana, JIRA, Slack,
- G-suite proficient
- Thrive in fast paced environments
- Instructional Strategies
Accomplishments
CERTIFICATIONS
- Independent Applying the QM Rubric(APPQMR)- QM Quality matters
- DiSC Certification: Influence- Everything
- DiSC: A Wiley Brand
Honors & Awards
- INSTRUCTIONAL SERVICES BEST IN CLASS AWARD - Ashford University
- Q1 EMPLOYEE OF THE QUARTER COLLABORATION AWARD-Ashford University
Timeline
PROJECT CONSULTANT
INSTRUCTURE, INC
03.2020 - 03.2022
IMPLEMENTATION MANAGER
PORTFOLIUM, INSTURUCTURE, INC
04.2019 - 03.2020
Faculty Support & Development Associate II
ASHFORD UNIVERSITY
10.2010 - 04.2019
Regional Sales Manager
FIRMA INC.
09.2009 - 10.2010
Product Marketing Certificate - Business/Marketing
Cornell University
MASTERS EDUCATION (M.ED) - Cross Cultural Education
National University
Bachelor of Arts - History
University of Redlands
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