Jake Murry
Plano,TX
Summary
Data-driven and operationally minded Customer Program Manager with a proven record of leveraging data to drive customer success, streamline operational processes, and implement scalable customer enablement strategies. Skilled in optimizing post-sales customer journeys, managing CRM systems, and aligning product capabilities with strategic business objectives. Adept at analyzing customer data to identify growth opportunities, mitigate churn, and elevate customer experience through AI-driven insights and automated processes.
Overview
11
11
years of professional experience
Work History
Enterprise Customer Success Manager
Zencity
05.2024 - Current
- Spearhead strategic success plans for a portfolio of government and law enforcement clients, leveraging data analysis to optimize customer outcomes and identify areas for process improvement.
- Develop and maintain comprehensive dashboards to provide executive-level insights into customer engagement and platform utilization, fostering data-driven decision-making.
- Collaborate with product and analytics teams to integrate AI-driven insights into customer success strategies, enhancing scalability and impact.
- Facilitate executive business reviews, presenting key findings, actionable recommendations, and growth opportunities to drive customer retention and expansion.
Customer Success Manager
Lumivero
06.2022 - 05.2024
- Founded and scaled Customer Success processes, leading onboarding, training, and expansion initiatives.
- Created scalable customer enablement materials, including onboarding guides and product FAQs, to accelerate adoption.
- Led renewal conversations and addressed early indicators of churn through strategic intervention and support optimization.
- Partnered with Product and Sales teams to amplify the customer voice and influence roadmap decisions.
Account Manager
Pearson
09.2017 - 05.2022
- Managed a $3.3M annual sales pipeline across 12 large higher education accounts.
- Designed tailored customer success strategies, resulting in an 80% increase in digital adoption rates.
- Delivered product training sessions for faculty and administrators, driving deeper usage and satisfaction.
- Recognized with Pearson's "Goal Achiever" award three consecutive years for surpassing revenue and engagement targets.
- Strategically utilized Salesforce to track engagement, identify upsell opportunities, and enhance customer lifecycle management.
Digital Communications Director
Cara Spencer for Mayor
05.2020 - 04.2021
- Built and executed a digital engagement strategy, boosting community interaction through storytelling initiatives.
- Monitored and reported on sentiment and engagement metrics to inform messaging strategy.
- Developed scalable communications frameworks that improved responsiveness and consistency across digital platforms.
Branch Manager
Enterprise Rent-A-Car
St. Louis, USA
05.2014 - 08.2017
- Led a team of 17 employees, consistently achieving top regional performance in customer satisfaction and revenue growth.
- Trained team members on sales techniques, customer service excellence, and operational efficiencies.
- Cultivated a culture of accountability and excellence, contributing to regional business expansion efforts.
Education
Bachelor of Business Administration - Finance
University of Central Oklahoma
Edmond05.2014
Skills
Customer Success & Strategic Growth:
- Client Relationship Management
- Customer Success Planning
- Renewals & Expansion Strategy
- Executive Stakeholder Engagement
- Churn Risk Mitigation
Product Adoption & Enablement:
- Customer Onboarding
- Product Enablement Sessions
- Scalable Training Content Creation
- Success Playbooks and FAQs
Data & CRM Expertise:
- Salesforce CRM Management
- Customer Health Tracking in Planhat
Cross-Functional Collaboration:
- Sales Alignment
- Product Feedback Loops
- Cross-Functional Communication
- Strategic Project Management
Timeline
Enterprise Customer Success Manager
Zencity
05.2024 - Current
Customer Success Manager
Lumivero
06.2022 - 05.2024
Digital Communications Director
Cara Spencer for Mayor
05.2020 - 04.2021
Account Manager
Pearson
09.2017 - 05.2022
Branch Manager
Enterprise Rent-A-Car
05.2014 - 08.2017
Bachelor of Business Administration - Finance
University of Central Oklahoma
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