Jake Divjak
Charleston ,WV
Summary
Highly motivated enterprise software sales professional with 12+ years of proven ability to assess client needs, develop new accounts, and grow customer relationships while consistently exceeding sales quotas.
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact success. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
25
25
years of professional experience
Work History
Senior Customer Success Manager
OpenText- Business Network Division
11.2013 - Current
- Maintain and grow my assigned existing customer base which consists of $12 million in annual revenue and an additional $1.3 million in new sales annually
- Achieved yearly goals of well over 115% in Revenue and 150% in new sales quota consistently for the last 11 years
- Collaborate with cross-functional teams to deliver tailored information management solutions, ensuring a seamless customer experience for a portfolio of 80+ enterprise clients
- Establish a common, recurring, involved business and personal relationship focused on addressing key business needs for the customers
- Conduct quarterly business reviews (QBRs) with customers to help grow the footprint and find additional value for customers through various OpenText solutions
- Worked with cross-functional teams to help address any concerns with customers including Legal, Billing, Technical Support, Solution Consulting, Project Management, Product Management, and Account Executives
- Lead sales cycles from start to finish by prospecting, qualifying, establishing needs, aligning internal teams, proposing solutions, demonstrating value, negotiating, and securing agreements to close complex deals
- Created and executed community programs for large General Merchandise and Apparel retailers and their partners
- This included Cloud services offerings, EDI testing & certification, and Compliance
- Analyze customer data and usage trends using OpenText tools to identify upsell and cross-sell opportunities
- Resolve complex escalations by coordinating with technical teams and maintaining a resolution time to uphold service-level agreements (SLAs)
- Train and mentor clients on OpenText platforms, enhancing user adoption rates by fostering long-term loyalty
- Work alongside Product Managers to ensure upcoming releases are aligned with customer requests
Supply Chain Systems Support Manager
Navy Exchange Service Command Headquarters (Department of Defense)
02.2007 - 11.2013
- Acted as the business lead and managed the testing of the EDI 856 Advanced Ship Notice project
- Including the following:
- Created the data in a test environment and carefully tested the functionality of all new EDI documents
- Developed test scenarios/scripts and test plans for the project and maintained all documentation
- Communicated the project updates between team members and team leaders
- Managed and streamlined Cross Docking/ ASN receiving project including coordination between buying teams (Oracle Retek), distribution (Oracle RDM), and with the vendor
- Responsible for testing and setting up the EDI 180 Return to Vendor document and successfully implementing it at the store level (Oracle SIM)
- Coordinated and managed the SPS Commerce testing program for EDI documents including the 810/850/856 and UCC128 labels
- Conducts performance evaluations and management by objectives (MBO) for staff members
- Provided support to merchandising systems end-users including troubleshooting, system application testing, and training
- Act as liaison between merchandising and information technology (IT)
- Responsible for EDI 832/852/855 daily reports and troubleshooting
- Served as the main contact for all Inovisworks Product Catalogue training
- Manage all day-to-day responsibilities for the EDI Business Team
- Create and use SQL queries for data analysis and reporting
- Design and develop interactive forms using MS Access for vendor tracking used as reporting tools
- Develop functional specifications and perform system and end-user testing
- Partner with all team members, technical and functional, to meet company objectives
- Develop and implement programs, plans, policies, and procedures related to merchandising business objectives
- Partners with business users to drive process improvements
- Responsible for the development and implementation of effective training programs for Oracle Retek modules relating to the merchandise system for end users
QA Engineer
Handango.com
10.2003 - 01.2006
- Successfully operated in the role of Handango's Gate Keeper when launching new site additions and enhancements
- Coordinated QA test schedules with developers and maintained constant track of the QA status of all projects
- Kept project leaders informed on all QA situations and produced test result documentation at the end of each project
- Contributed vital strategies to many QA projects and executed countless functional tests and regression testing scenarios
- Performed a broad range of testing and developing test scenarios for WAP, HTML, and J2ME, including rigorous HMR application certification for large industry partners
- Tested and developed web-enabling JAVA software
- Managed bug tracker applications and communicate with the engineering team on the status of all bugs and resolutions
Private Contractor
eXpansys UK Ltd
06.2002 - 11.2002
- Served as operations consultant to the largest specialty retailer of wireless technology in Europe and North America
- Responsible for all aspects of running a website and web application development company
- Helped to streamline day-to-day operations from every aspect including customer support, distribution, and bringing on the latest in handheld technology
- Negotiated contracts between eXpansys and large PDA/cell phone manufacturers and accessory distributors
Director of Operations
PalmGear.com
10.1999 - 06.2002
- Conducted vendor and supplier contract negotiations with 1800+ vendors, including retail distribution agreements and negotiation of terms and conditions
- Served as company troubleshooter, customer service manager, and company problem solver, including employee hiring, disciplinary action, and termination
- Carried out market research and originated sales and marketing strategies
- Profitably developed and implemented innovative merchandising, marketing, purchasing, and operational programs
- Significantly maximize profit and minimize costs by aggressively eliminating surplus of goods in inventory through innovative sales and marketing techniques
- The key driver in establishing strategic partnerships in a variety of different markets
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Mentored and coached team members to foster productive and engaging work environment.
Skills
- Contract Negotiations
- Customer Presentations
- Data-Driven Decision Making
- Key Account Management
- Product Demonstrations
- Sales Strategies
- Account growth
- Strategic communications
- Customer retention
- Pipeline development
Timeline
Senior Customer Success Manager
OpenText- Business Network Division
11.2013 - Current
Supply Chain Systems Support Manager
Navy Exchange Service Command Headquarters (Department of Defense)
02.2007 - 11.2013
QA Engineer
Handango.com
10.2003 - 01.2006
Private Contractor
eXpansys UK Ltd
06.2002 - 11.2002
Director of Operations
PalmGear.com
10.1999 - 06.2002
Similar Profiles
JAMES CRUZ HOOVERJAMES CRUZ HOOVER
Data Systems Administrator / Helpdesk Technician at 1st Marine Division, Division Network Operation CenterData Systems Administrator / Helpdesk Technician at 1st Marine Division, Division Network Operation Center
Jennifer HessJennifer Hess
Director of Administration at Oceanic Network (Business Network for OSW)Director of Administration at Oceanic Network (Business Network for OSW)
Hamdi AounHamdi Aoun
Senior Sound Engineer at Al Jazeera Media Network – Digital DivisionSenior Sound Engineer at Al Jazeera Media Network – Digital Division