Jack Lindell
Omaha,NE
Summary
Dynamic product marketing specialist dedicated to amplifying the voice of customers and driving market insights. Expertise in understanding customer needs, competitive landscapes, and market trends to inform the development of targeted products that excel in their respective spaces. Proven ability to translate complex data into actionable strategies that enhance product positioning and drive growth. Committed to fostering collaboration across teams to ensure alignment with customer expectations and business objectives.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Product Marketing Manager
PayPal
Omaha, Nebraska
09.2015 - 11.2022
- I helped define, communicate, and execute the overall value proposition and product marketing processes for PayPal Commerce Platform. I served as an advocate for PayPal’s vision through product-focused content, messaging, and positioning, coupled with sound execution with support from the broader marketing team. I collaborated cross-functionally with product development, product management, marketing, client services, customer success, sales, and customers to identify product opportunities to grow PayPal Commerce Platform for developers, commerce solution providers, and marketplaces.
- I led overall positioning and go-to-market of platform segment products including product positioning & messaging, product launches, product education/training materials, and sales and partner enablement
- I owned the creation of product materials (presentations, white papers, demos, sales collaterals, etc.) and consistently execute that, supported by well-defined market segmentation and personas
- I collaborated in assessing product-market fit and defining target markets
- I supported marketing team in the development of campaigns, programs, and KPIs to drive market awareness and adoption of our offerings in target markets
- I was an expert on market/industry trends and actual/potential competitors and used market intelligence to devise counterstrategies
- I supported the sales team on competitive positioning strategies, product knowledge, trainings, demos, and presentations
- I worked closely with marketing, product management, sales, pre-sales, and services to drive product launches
Technical Account Manager - Payment Networks (In-Person Payments)
PayPal
Omaha, Nebraska
05.2012 - 09.2015
- As a Technical Account Manager, I was responsible for managing and strengthening enterprise relationships with PayPal’s key customers in the point of sale environment. This involved understanding their unique needs, providing technical expertise and guidance, and ensuring they achieve maximum value from PayPal’s platform.
- I served as the primary technical point of contact for enterprise customer accounts
- I proactively identified and addressed customer challenges, and collaborated with cross-functional teams to provide solutions that grew their business, and deepened engagement.
- I advocated for customer needs and provided feedback to the product team to drive platform enhancements.
- I delivered technical training and best practices to empower customers to utilize the platform effectively.
- I supported the pre- and post-sales cycles to drive revenue by finding the right technical solution for the customer and PayPal to achieve strategic goals.
Customer Success Manager - Large Enterprise
PayPal
Omaha, Nebraska
10.2008 - 05.2012
- As a Customer Success Manager (CSM) I was responsible for building and maintaining strong relationships with PayPal’s enterprise clients. I ensured that my customers achieved their desired outcomes while maximizing the value they got from PayPal’s solutions. I served as a trusted advisor, helping clients to navigate PayPal’s payment, reporting, dispute management, and onboarding products and services, and proactively addressed their needs to ensure high levels of customer satisfaction, retention and expansion.
- I built and maintained strong, long-lasting relationships with enterprise clients by understanding their business goals and providing strategic guidance, and acting as the face of the PayPal to their clients.
- I acted as a trusted agent of change to support clients in achieving the right level of product adoption to ensure the stickiness of PayPal and to protect from churn risks by delivering continuous and incremental value.
- I developed and nurtured trusted advisor relationships with key customer stakeholders and executive sponsors to build and execute a collaborative roadmap to against PayPal’s and their customers’ shared revenue, incremental sales, and shopping cart abandonment goals.
- I identified opportunities for account growth and worked closely with clients to influence and accelerate deepening engagement, while collaborating internally with sales and marketing teams to provide the right recommendations and guidance at the right time.
- I monitored customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly to internal stakeholders on customer health status, risks and opportunities.
Customer Service Escalations Specialist
PayPal
Omaha, Nebraska
09.2005 - 10.2008
- As an Escalations Specialist, I was responsible for resolving escalated customer inquiries transferred to me from front line customer service representatives. I worked cross-functionally with internal teams to resolve transaction disputes, adjudicate account-level restrictions, identify and mitigate fraud and churn risk on customer accounts.
Assistant to the Vice President
The Schuster Group
Bellevue, Washington
12.2003 - 08.2005
- I acted as the direct point of contact for commercial tenants and liaised for the Vice President of Operations for a thriving real estate management company in Bellevue, WA. I managed Accounts Payable and Receivable for the investment and management wing of the properties and assisted in the creation of marketing materials aimed at filling a newly constructed mall in Seatac, WA.
- I monitored the health of critical pieces of building infrastructure of 10 commercial properties in the Seattle, Washington area, by tracking HVAC, plumbing, and electrical service lifespans, then scheduling replacement or repair as needed.
- I ran a competitive bid process for maintenance vendors.
- I managed investor fund dividend distribution.
- I assisted in the development of new tenant contracts by revising standard contract agreements to accurately reflect the negotiated terms with each client.
Hotel Revenue Account Manager
Hyatt Hotels Corporation
Omaha, Nebraska
08.2000 - 11.2003
- I executed the room revenue strategy for a set of Hyatt hotels by deploying room rate schema, forecasting occupancy, and indexing competitor rates. I managed a team of remote customer service representatives who took calls forwarded from hotels.
- I leveraged SQL forecasting tools to set room rates across 6 boutique Hyatt hotels in 5 cities.
- I worked with Hotel leadership to ensure meeting or exceeding monthly, quarterly, and annual revenue goals.
- I led a team of 25 customer service representatives.
- I coached for improvement of call handling and sales conversion metrics including crafting individualized performance and career development plans.
Training Supervisor
Hyatt Hotels Corporation
Omaha, Nebraska
08.1997 - 08.2000
- I worked closely with HR, sales, and executive leadership to create a training curriculum for newly hired employees that provided them the tools and techniques to help them to be successful in the role of customer service representative. I facilitated training classes to support and improve employee engagement, develop opportunities, and align with the core values of Hyatt.
- I created engaging learning experiences for new hires by facilitating and organizing the regularly scheduled new hire orientation cohort to ensure engagement and positive integration into the team’s and culture.
- I developed and maintained learning content & documentation, collaborating with team managers to support sustainability of learning programs.
- I trained hotel teams on site in New Delhi, India.
Outside Sales Representative
Dial America Marketing
Omaha, Nebraska
08.1995 - 08.2000
- I engaged with magazine subscribers to seamlessly renew their existing subscriptions. I exceeded all metrics for call count, and talk time, as well as sales quotas.
Education
Bachelor of Science (BS) - History
University of Nebraska at Omaha
12-2003
Skills
- New product channels
- Market intelligence
- Product development lifecycle
- Go-to-market plans
- Digital marketing
- Product marketing
- Marketing analytics
- Customer relationship management (CRM)
- Product launches
- Marketing strategy
- Product positioning
Certification
- SCRUM Master
- SCRUMstudy - Accreditation Body for Scrum and Agile
- Cisco Certified Network Administrator (lapsed)
Timeline
Product Marketing Manager
PayPal
09.2015 - 11.2022
Technical Account Manager - Payment Networks (In-Person Payments)
PayPal
05.2012 - 09.2015
Customer Success Manager - Large Enterprise
PayPal
10.2008 - 05.2012
Customer Service Escalations Specialist
PayPal
09.2005 - 10.2008
Assistant to the Vice President
The Schuster Group
12.2003 - 08.2005
Hotel Revenue Account Manager
Hyatt Hotels Corporation
08.2000 - 11.2003
Training Supervisor
Hyatt Hotels Corporation
08.1997 - 08.2000
Outside Sales Representative
Dial America Marketing
08.1995 - 08.2000
Bachelor of Science (BS) - History
University of Nebraska at Omaha