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
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
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
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
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, UT12.2024
Bachelor of Science - Communications And Business
Utah Valley University
Orem, UT12.2023
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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