Summary
Overview
Work History
Education
Skills
Certification
Timeline
OfficeManager
Jacob Voyles

Jacob Voyles

Eagle Mountain,UT

Summary

History of streamlining processes, increasing efficiency, and improving team performance with a hands-on approach to managing product needs. Detail-oriented and systematic with a positive and upbeat personality.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Owner/Customer Retention

Kenect
Pleasant Grove, UT
06.2022 - Current
  • Managed and gathered user stories
  • Led customer-facing product overview documentation
  • Explored and detected user pain points and needed product development
  • Maintained a healthy book of business of over $1.5 million
  • Managed customer integrations and APIs
  • Led customer journey improvement groups throughout CX
  • Developed product demonstrations and presentations for customers.
  • Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
  • Focused on building critical features up front in order to identify constraints and technical challenges.

Customer Success Manager

Swell
Holiday, Utah
10.2021 - 06.2022
  • Managed in-depth API integrations between, and new customers
  • Developed and formed new books of business for the CX team
  • Managed SMB and Mid-market accounts
  • Trained and educated on full reputation management
  • Exceeded all CX team goals including retention with a 90% average
  • Managed new team structure and re-configuration alongside VP and Director of CX
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.

COM ( Customer Onboarding Manager )

Imagine Learning
Provo, UT
08.2020 - 10.2021
  • Excelled alongside other CX to complete onboarding of customers
  • Helped solve and investigate many uncommon issues within company CRM as well as software troubleshooting
  • Led decision groups on product and process improvement
  • Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Reviewed onboarding processes regularly, identifying and correcting deficiencies.

Enterprise Account Developer

NICE inContact
Sandy, UT
04.2019 - 08.2020
  • Produced sale opportunities for AEs
  • Spearheaded new initiatives and technologies alongside directors/Vice President
  • Helped train, and develop other SDR new hires
  • Close affiliation with AEs and Sales Managers in developing customer attainment

Education

Master of Science - Management And Leadership

Western Governors University
Salt Lake City, UT
12.2024

Bachelor of Science - Communications And Business

Utah Valley University
Orem, UT
12.2023

Skills

  • Product Staging Coordination
  • Product and Service Expertise
  • Staging Management
  • CSPO Certified
  • Customer Service Process Improvement
  • Special Assignments

Certification

  • Certified Scrum Product Owner - Scrum Alliance

Timeline

Product Owner/Customer Retention

Kenect
06.2022 - Current

Customer Success Manager

Swell
10.2021 - 06.2022

COM ( Customer Onboarding Manager )

Imagine Learning
08.2020 - 10.2021

Enterprise Account Developer

NICE inContact
04.2019 - 08.2020

Master of Science - Management And Leadership

Western Governors University

Bachelor of Science - Communications And Business

Utah Valley University

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Jacob Voyles