Jake Neilson
Saratoga Springs,UT
Summary
Ambitious, customer-focused, results-driven professional with 10+ years of experience supporting B2B customers across fintech, and operationally complex environments. Proven ability to build trusted relationships with executives and operators, drive product adoption, manage renewals, and mitigate churn through proactive engagement and data-informed decision making. Brings a strong ownership mindset, cross-functional collaboration skills, and a customer-first approach to ensuring long-term retention and growth. Experienced in translating customer needs into actionable internal feedback and delivering value-focused business reviews that strengthen partnerships. Thriving in work environments that require adaptability. Currently seeking greater leadership responsibilities and opportunities.
Overview
17
17
years of professional experience
Work History
Co-Founder/ Co-Owner/ Operator
Beehive Asphalt LLC
Lindon, UT
01.2022 - Current
- Founded and scaled a B2B-focused services company, owning the entire post-sale customer lifecycle.
- Built and maintained long-term relationships with business owners, clients, and HOA decision-makers across multi-location accounts.
- Served as primary project and account manager, coordinating with vendors, suppliers, and clients to ensure seamless project delivery and high customer satisfaction.
- Developed and executed account success plans focused on repeat business, retention, and referral growth.
- Owned renewal conversations end-to-end, including pricing discussions, scope adjustments, and close.
- Proactively identified churn risks through regular check-ins and operational reviews.
- Delivered value-based conversations focused on ROI, timelines, and outcomes.
- Partnered with vendors and external stakeholders to ensure consistent service delivery and customer satisfaction.
- Maintained a high standard of quality, with a strong focus on legal compliance.
Guest Services Supervisor (Seasonal)
Deer Valley Ski Resort
Park City, UT
01.2022 - Current
- Supervise frontline guest services operations to the high standard of the most upscale ski resort in the United States and their clientele, supporting both exceptional guest experiences and inclusive, well-functioning teams.
- Lead frontline teams (of ~ 20) in a high-expectation, fast-paced environment.
- Served as the primary escalation point for complex guest issues, ensuring resolution and satisfaction.
- Balanced operational execution with reporting, scheduling, and coordination.
- Partnered with leadership across departments to ensure seamless customer experiences.
Sales; Inside Account Manager (B2B Fintech/Saas)
ClickLease LLC
West Valley
01.2021 - 01.2022
- Managed a portfolio (75+) of B2B customer accounts within a fast-growing fintech startup, supporting adoption, revenue growth, retention, and long-term customer success.
- Adapted quickly to changing processes and responsibilities, typical of an early-stage company.
- Served as the primary post-sale point of contact for a book of business.
- Consistently achieved the highest month-over-month growth and revenue on the sales team.
- Managed and grew a large portfolio of B2B accounts, overseeing revenue while maintaining ongoing relationships with business owners and decision-makers.
- Drove ongoing platform usage through proactive outreach and value-based conversations.
- Supported renewals and expansion by aligning product capabilities with customer goals.
- Collaborated with Sales and internal teams on account strategy and issue resolution.
- Maintained detailed CRM records to track engagement, usage trends, and renewal risk.
Complaint Remediation Analyst
Progressive Leasing
West Valley, UT
07.2015 - 03.2021
- Operated in a highly regulated, enterprise-scale environment handling complex customer escalations and high-impact cases.
- Managed strategic customer escalations requiring deep analysis, judgment, and cross-functional coordination.
- Analyzed customer data and complaint trends to identify root causes and recommend improvements.
- Solely handled 10-20 high level customer complaints monthly that had been sent to the BBB or Attorney General.
- Held monthly presentations to C-suite leadership to show trends, identify systemic issues, and recommend insights and process improvements.
- Partnered with operations, legal, and compliance teams to resolve issues and improve customer outcomes.
- Trained supervisors and managers on communication strategies and resolution best practices.
- Career Progression:
- Complaint Remediation Analyst: Oct. 2017 - Mar. 2021
- Collections Supervisor- Early Stage: Feb. 2017 - Oct. 2017
- Collections Team Lead- Recovery: Aug. 2016 - Feb. 2017
- Collections Team Lead- Early Stage: Mar. 2016 - Aug. 2016
- Quality Assurance: Jul. 2015 - Mar. 2016
Assistant Account Manager COBRA/ Customer Service / Document Team
National Benefit Services
West Jordan, UT
01.2009 - 01.2015
- Handled administrative tasks for employee benefits continuation, including processing COBRA documents, managing enrollments, terminations, and assisting with billing, audits, and client portal support.
Sales Representative
Moxie Pest Control
Omaha, NE
01.2013 - 12.2013
- Sold residential pest control services door-to-door, building a customer base, and managing client relationships.
Education
General Education -
Utah Valley University
Orem, UTContractors License S260 - Asphalt and Concrete
Utah Contractor Center
06.2023
Skills
- Business Entrepreneurship: Developed operational plans from scratch with no prior templates, scaling revenue from $10,000 in Year 1 to $76,000 in Year 2 and $100,000 in Year 3, fully self-funded
Websites
Previous Professional Experience
- National Benefit Services, West Jordan, UT, Assistant Account Manager COBRA/ Customer Service / Document Team, 01/01/09, 12/31/15
- Moxie Pest Control, Omaha, NE, Kansas City, MO, Sales Representative, 01/01/13, 12/31/13
Relevant Strengths
- Enterprise & Mid-Market Customer Success
- Strategic Account Management
- Renewals, Retention, & Expansion Support
- Customer Health Monitoring & Risk Mitigation
- Executive Stakeholder Communication
- Cross-Functional Collaboration (Sales, Product, Support)
- Customer Experience Optimization
- Data Analysis & Trend Identification
- B2B Sales
- Fintech & Saas Platforms
- Project & Priority Management
- Strong Presentation & Communication Skills
- CRM Tool Proficiency (Salesforce, HubSpot, etc.)
Timeline
Co-Founder/ Co-Owner/ Operator
Beehive Asphalt LLC
01.2022 - Current
Guest Services Supervisor (Seasonal)
Deer Valley Ski Resort
01.2022 - Current
Sales; Inside Account Manager (B2B Fintech/Saas)
ClickLease LLC
01.2021 - 01.2022
Complaint Remediation Analyst
Progressive Leasing
07.2015 - 03.2021
Sales Representative
Moxie Pest Control
01.2013 - 12.2013
Assistant Account Manager COBRA/ Customer Service / Document Team
National Benefit Services
01.2009 - 01.2015
General Education -
Utah Valley University
Contractors License S260 - Asphalt and Concrete
Utah Contractor Center