Jacob Thompson
Nashville,Tennessee
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Analyst - Team Lead
HCA Inc
02.2021 - Current
- Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.
- Worked with development teams to define and implement customer change requests to enhance product functionality.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Prioritized roadmap in order to achieve product goals and metrics.
- Analyzed metrics to measure product performance.
- Spearheaded collaborative efforts to bring products to market.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
- Conducted market research to identify new opportunities and target markets.
Success Manager
Healthstream Inc
- Makes outbound calls to specific hStream clients using a prescribed agenda and outcomes-based communication strategy
- Critically reviews and monitors client adoption of a product using various dashboards and metrics
- Comprehends client-specific consumption of a product and provides analysis about how, why, and when a client uses the product
- Develops best practices for administrators to rollout new features
- Grows reference-able accounts each quarter in alignment with department and product set goals and benchmarks
- Serves as the customer's advocate within the HealthStream operating environment, championing their ideas and needs and working to ensure a specific product is promptly and successfully addressed
- Focuses on ensuring customer satisfaction and optimal utilization of HealthStream's products and services
- Develops consultative relationships with customers to improve product utilization
- Continues to develop and enhance tools and metrics for identifying low utilization patterns in existing customers
- In conjunction with Support Operations, leads workshops and training sessions to drive adoption of product usage
- Works closely with Operations staff to strengthen the client relationship and ensure a coordinated communication flow
- Discusses product strategy and best-in-class adoption techniques
- Shares successful or 'best' practices with clients as it relates to a specific product
- This may include, but not limited to: internal/external-facing documentation, help guides, tutorials, etc
- Up to 30% travel required to ensure client optimization, project completion, and completion of successful project onboarding
- Travels and interaction within regional model or client base is required
- Delivers and seeks timely, candid, and actionable feedback
- Reduces complexity - brings order to complex and ambiguous issues or situations (e.g., clarifies, provides direction, sets plans and prioritizes)
- Identifies and acts on opportunities to simplify
- Owns his/her results, acts with urgency and makes it happen
- Speaks up, shares ideas, and encourages others to do the same
- Challenges the status quo to find better ways to do things
- Acts boldly and captures new opportunities by anticipating customer needs
- Tries new things and learns from them - using curiosity and risk management, open to change, risk taker using sound judgment and analytical foundation
- Builds effective relationships with colleagues and clients to enable all parties to be successful
- Shares ideas and resources across the company for scale and impact
- Manage the resources effectively and efficiently.
Content Specialist
Healthstream Inc
- Provided escalated phone, email, WebEx, and/or chat support to clients using company's proprietary software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies
- Troubleshoot and diagnosed reported client problems related to content and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner
- Identified software anomalies as it relates to content; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies
- Participated in the alpha testing of new content releases prior to release to clients
- Developed recommendations for enhancements to company content and courseware and communicates them to Manager.
Platform Support Specialist
Healthstream Inc
05.2017 - 05.2018
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Referred unresolved customer grievances to designated departments for further investigation
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Provided troubleshooting on different platforms and products for the customer
- Created and monitor defects for patches.
Account Manager
Forshaw Inc.
01.2017 - 05.2017
- Resolved customer complaints regarding sales and service
- Determined price schedules and discount rates
- Monitored customer preferences to determine focus of sales efforts
- Consulted with department heads to plan advertising services and to secure information on equipment and customer specifications
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Warehouse Manager
Forshaw Inc.
01.2016 - 05.2017
- Planned and developed warehouse safety and security programs and activities
- Reviewed invoices, work orders, consumption reports, or demand forecasts to estimate peak delivery periods and to issue work assignments
- Responded to customers' or shippers' questions and complaints regarding storage and distribution services
- Developed and documented standard and emergency operating procedures for receiving, handling, storing, shipping, or salvaging products or materials
- Negotiated with carriers, warehouse operators, or insurance company representatives for services and preferential rates
- Arranged for necessary shipping documentation and contact customs officials to effect release of shipments
- Advised sales and billing departments of transportation charges for customers' accounts.
Education
BA Communication -
Trevecca University
05.2015
Skills
- Heavily Experienced with Microsoft Office
- Familiar with Sales software in tracking product demand growth, accounts receivable, and AFP
- Project Management
- Product Knowledge
- Strategic Planning
- Performance Metrics
- HealthStream SME
- Service Central SME
Accomplishments
- 160% reduction in loss revenue by improving operational strategy
- Proven leader in shifting cultural norms to meet growing business needs and company objectives
- Adopted department-wide compensation strategy resulting in staff competency, certification, and recognition program
References
- Daniel Jetton, Resident Director / Owner of Smokey Mountain Naturals, (615) 336-6681
- Doni Sadler, Owner of Blind Ambition, (901) 606-5238
- Mark Cavanaugh, Territory Manager (Forshaw Inc.), (615) 244-6600
Certification
Certified Customer Success Manager (CCSM)
LCoE Leadership Training
Timeline
Product Analyst - Team Lead
HCA Inc
02.2021 - Current
Platform Support Specialist
Healthstream Inc
05.2017 - 05.2018
Account Manager
Forshaw Inc.
01.2017 - 05.2017
Warehouse Manager
Forshaw Inc.
01.2016 - 05.2017
Success Manager
Healthstream Inc
Content Specialist
Healthstream Inc
BA Communication -
Trevecca University
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