Jake Sussman
Austin,TX
Summary
Senior enterprise software professional with skills in client success, strategic account management, team leadership, project management and technical support. Growth mindset thinker and entrepreneur; experienced in supply chain management and third-party logistics.
Overview
14
14
years of professional experience
Work History
Sr. Global Client Success Manager
Ontic
01.2023 - 02.2024
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Streamlined communication between clients and internal teams for smoother project execution.
VP Client Experience
KaiNexus
05.2016 - 02.2021
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Championed change management initiatives within the organization to ensure smooth transitions during periods of growth or restructuring.
- Collaborated with cross-functional teams to develop and launch a new product features, contributing to significant growth in renewals and new business revenue.
Co-Founder
Madrone Coffee Co
02.2019 - 02.2024
- Developed and grew e-commerce program and operations including process management and end-to-end fulfillment.
- Evaluated market trends to identify emerging opportunities and inform strategic decision making.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Secured lucrative partnerships by establishing strong relationships with key industry players.
- Developed marketing materials and campaigns to boost brand awareness and customer engagement.
Strategic Account Manager
Khoros
05.2010 - 08.2014
- Served as the primary point of contact for all account-related matters, building trust with key decisionmakers.
- Managed a portfolio of key accounts, ensuring high levels of client satisfaction and retention.
- Collaborated cross-functionally to address client needs promptly and efficiently.
- Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
Education
BSBA - International Studies, Business Minor
University of Denver
Denver09.2004
Skills
- Strategic Partnerships
- Customer Relations
- Relationship and Team Building
- Client Engagement
- Project Oversight
- Process Improvement
Timeline
Sr. Global Client Success Manager
Ontic
01.2023 - 02.2024
Co-Founder
Madrone Coffee Co
02.2019 - 02.2024
VP Client Experience
KaiNexus
05.2016 - 02.2021
Strategic Account Manager
Khoros
05.2010 - 08.2014
BSBA - International Studies, Business Minor
University of Denver
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