Jack M. Hate
Downingtown,PA
Summary
Seasoned Customer Success Manager with demonstrated knowledge of CX SaaS solution best practices and operations. Excellent reputation for resolving problems, improving customer satisfaction, retaining revenue and driving overall operational improvements. Partnering with customers to achieve their goals and business objectives by leveraging the latest in CX technology and solutions. Serving as escalation point for clients with a demonstrated strong ability to develop, build, and maintain critical relationships involving clear communication, persuasion and diplomacy. Bringing over fifteen years of experience in field and ready to partner with Five9 most strategic and complex customers.
Overview
16
16
years of professional experience
Work History
Senior Customer Success Manager
Five9
San Ramon, CA
10.2020 - Current
- Led customer onboarding initiatives, enhancing user engagement and product adoption.
- Developed customer success strategies to drive retention and satisfaction across diverse client portfolios.
- Collaborated with cross-functional teams to resolve escalated issues, improving service delivery timelines.
- Conducted regular account reviews, identifying opportunities for upselling and optimizing client value realization.
- Mentored junior team members, fostering professional growth and improving overall team performance.
- Managed key accounts, ensuring alignment between client objectives and Five9's service offerings for maximum impact.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
Senior Manager of Customer Care
NIIT Technologies
Augusta, GA
06.2014 - 10.2020
- Managed large-scale projects and initiatives including, introducing new systems, tools, and processes to support attainment of challenging objectives
- Maintained weekly metric, sales tracking and leadership reports to support operational enhancement and implement corrective actions
- Presented weekly client meetings and QBRs reviewing progress and continuously innovate partnership
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Supervised and directed Operations Managers, Team Leads and Workforce Management teams for both multi-channel inbound and outbound call projects
- Led teams focused on call management and quality driven flows to accomplish higher rates of first-call resolutions, surpassing established goals
- Trained employees on Five9 for improved data management, monitoring effectiveness and suggesting improvements
- Planned and led weekly training sessions to promote sales team professional development and sales goal reinforcement
- Built strong client relationships and provided high value-adding services, resulting in new business growth for existing clients
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities awarding $4+ million USD in annual revenue
- Identified and qualified customer needs, developed sales strategies and negotiated profitable projects
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements
- Visited customer locations to determine needs, set up contracts and provide training
- Led customer product implementation projects and conducted training
Manager of Learning Development and Quality
MetaSource
Bristol, PA
03.2010 - 06.2014
- Managed successful inbound and outbound call campaigns of with varying objectives including data capture, sales and customer support
- Manage Quality Department working closely with analysts to ensure program identifies areas of opportunity while providing employees tools and support needed to grow resulting in 8% increase in quality
- Drove operational improvements which resulted in savings and improved profit margins
- Participate in weekly conference calls with clients to partner in strategy and calibration
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates
- Ensured that clients received outstanding service to not only maintain but to extend relationships for future business opportunities
- Developed team communications and information for client meetings
- Kept stakeholders up-to-date on details pertaining to client projects
- Develop and facilitate new hire training for client projects
- Create and offer refresher training for existing contact center agents
- Provided specialized coaching for struggling agents
- Hold care and growth training weekly for Leadership Team
- Provide direct feedback and set attainable goals with both agents and analyst
- Collaborate with other department leads to address group projects. Examples included call handle times and attrition rates
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
Education
Pursued Associates - Business Management
Buck County Community College
Newtown, PA2010
Skills
- Building effective client relationships
- Renewal and revenue retention strategy
- Understanding of business functions, account negotiation and contracts
- Project Management
- Profit and loss statements
- Intimate knowledge and understanding of VoIP, ACDs IVRs, Predictive Dialers and WFO
- Hands on experience with Five9 to keep detailed documentation of data, inbound and outbound campaign implementation and optimize output
- Performance Analysis
- Quality of service and data routing
- MS Office, Salesforce, Monday
- Professional development training
- Change Management
- Policy development and enforcement
Timeline
Senior Customer Success Manager
Five9
10.2020 - Current
Senior Manager of Customer Care
NIIT Technologies
06.2014 - 10.2020
Manager of Learning Development and Quality
MetaSource
03.2010 - 06.2014
Pursued Associates - Business Management
Buck County Community College