I am committed to giving back to the world in an effort to leave it a better place, particularly by helping children in need I have participated in six volunteer trips across seven developing countries, where I fundraised to purchase computers and collaborated with a nonprofit organization to support educational initiatives I donated my time and personally covered my travel and in-country expenses to install the computers in schools and orphanages, making a meaningful impact on the communities I visited
Jacob Dockendorf
Strategic Customer Success Manager
Minneapolis,MN
Summary
Experienced Customer Success Manager with a 20 year history in analytics. Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Deliver Solutions Architect
Databricks
Minneapolis, MN
01.2023 - Current
- Manage and support 3-4 high-value Databricks customers, contributing to ~$4M in Annual Recurring Revenue (ARR) by working with Data Engineers, Data Scientists, and Data Analysts to accelerate production use cases and drive adoption of Databricks’ features and best practices.
- Drive platform engagement, boosting Databricks consumption by 250% and Monthly Active Users by 210% year-over-year by delivering 10 workshops and providing expert guidance to customer data teams implementing Databricks' solutions.
- Facilitate cross-functional collaboration by acting as key liaison between developers, product managers, and stakeholders, ensuring alignment and smooth project execution across all phases of development.
Customer Success Manager
Incorta
Minneapolis, Minnesota
10.2020 - 11.2022
- Manage $3M in annual renewals across 10 key accounts, including Best Buy, Netflix, and Center for Medicare and Medicaid Services.
- Led procurement and deployment of Totango Customer Success Software, enhancing documentation and oversight of customer interactions and account management.
- Developed and implemented playbook to scale and standardize customer success programs, ensuring consistent execution across all accounts.
- Created customer journey and engagement model to promote collaboration within customer success teams, leadership used it in their presentation to Gartner for their 2020 Magic Quadrant assessment.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings
Strategic Customer Success Manager
Qlik, Customer Success
Minneapolis, MN
01.2018 - 12.2019
- Manage $4M book of business across 6 accounts, including Dick’s Sporting Goods, United Health Group, and State Farm Insurance.
- Collaborate with all levels of customer’s organization, from end users to executives, to understand their needs and challenges, co-create success plans, and execute them to achieve business goals.
- Developed and implemented deployment methodology to increase product adoption, guide customers on data best practices, and drive change management, ultimately enhancing customer satisfaction and accelerating expansion opportunities.
- Expanded Customer Success Program by contributing to development of “Customer Success Playbook,” enabling faster onboarding and preparation for new Customer Success Managers (CSMs).
Sr. Solutions Architect
Qlik, Pre-Sales
Minneapolis, MN
01.2017 - 01.2018
- Collaborated with Account Managers to design and deliver customized Qlik product demonstrations for both executive and technical audiences, highlighting platform’s value and impact for enterprise customers.
- Tailored product demos to customer-specific use cases by integrating their data sources, combining datasets, and building reports on-site during proofs of concept, showcasing practical benefits of Qlik’s technology.
- Led on-site workshops with cross-functional customer teams—including data engineers, developers, and business users—providing hands-on guidance to improve efficiency and maximize impact of Qlik’s solutions within their organization.
Managing Principal Consultant
Qlik, Professional Services
Minneapolis, MN
05.2016 - 01.2017
- Led team of 5 consultants, delivering over $2M in revenue across 15 projects by aligning skill sets, regions, and personalities for engagements across the U.S.
- Collaborated with prospective customers to define business outcomes and identify opportunities for Qlik’s technology to drive results, creating statements of work and project estimates to achieve their goals.
- Managed high-profile projects involving multiple consultants by developing detailed project plans outlining responsibilities, dependencies, and deliverables, ensuring teams met their objectives on time.
Consultant & Senior Consultant
Qlik, Professional Services
Minneapolis, MN
04.2012 - 05.2016
- Maintained high utilization rate of 94% over 4 years, consistently extending long-term contracts and driving profitability.
- Increased platform adoption from 500 to 22,000 users across multiple geographies in Fortune 50 company, resulting in approximately $3M in software expansion.
- Delivered over $1.5M in billable revenue by collaborating with Qlik’s enterprise customers, including Fortune 10 and Fortune 50 companies.
- Collected reporting requirements from business users, analyzed key metrics, and developed multi-tiered ETL processes to deliver business insights through intuitive dashboards and user-friendly interfaces.
Senior Business Intelligence Consultant
McGladrey
Saint Cloud, MN
01.2011 - 04.2012
- Led consulting efforts throughout entire cycle, including delivering POCs during sales process, demonstrating software capabilities, and scoping service solutions, while also ensuring successful project delivery.
- Partnered with diverse range of stakeholders—executives, developers, business analysts, database administrators, and end users—to gather requirements and deliver dashboards that improve organizational productivity and profitability.
- Installed, configured, and integrated Qlik software into customer environments, ensuring seamless adoption and optimal performance.
Portfolio Management Analyst
CompuCredit Corporation
Saint Cloud, MN
02.2008 - 08.2010
- Transformed organization’s data environment from 4-day information lag to real-time, improving user experience by leveraging SQL ETL processes and Qlik QVDs and interface layers.
- Delivered new reports for non-technical business users, enhancing their search capabilities and enabling greater autonomy and efficiency.
- Applied regression modeling techniques to forecast and track inventory, costs, revenue, and performance for $25M/year business line, collaborating with finance team to develop yearly and quarterly budgets.
Education
Bachelor of Arts - Business Economics And Statistics
Saint Cloud State University
Saint Cloud, MN 09.1999 - 12.2004
Skills
Improving processes
undefinedInterests
I cherish spending time with family and friends at the lake, enjoying a variety of activities throughout the seasons In winter, we indulge in ice fishing and snowmobiling, while summer brings the joy of cruising on the boat and fishing together under the sun
Timeline
Deliver Solutions Architect
Databricks
01.2023 - Current
Customer Success Manager
Incorta
10.2020 - 11.2022
Strategic Customer Success Manager
Qlik, Customer Success
01.2018 - 12.2019
Sr. Solutions Architect
Qlik, Pre-Sales
01.2017 - 01.2018
Managing Principal Consultant
Qlik, Professional Services
05.2016 - 01.2017
Consultant & Senior Consultant
Qlik, Professional Services
04.2012 - 05.2016
Senior Business Intelligence Consultant
McGladrey
01.2011 - 04.2012
Portfolio Management Analyst
CompuCredit Corporation
02.2008 - 08.2010
Bachelor of Arts - Business Economics And Statistics
Saint Cloud State University
09.1999 - 12.2004
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