James G Brooks III
Denver,CO
Summary
Results-driven Customer Success Manager and IT Consultant with over a decade of experience driving customer outcomes through strategic engagement, onboarding, and support. Adept at translating business needs into scalable solutions in SaaS and IT environments. Recent experience in independent consulting, helping clients navigate cloud infrastructure and SaaS solutions with a customer-first approach. Passionate about building long-term, resilient relationships through integrity, transparency, and exceptional service.
Overview
26
26
years of professional experience
5
5
Certification
Work History
Independent IT & Cloud Consultant
JS3 Consulting
01.2024 - Current
- Partnered with SMB and mid-market clients to deliver tailored IT and cloud infrastructure solutions.
- Acted as a trusted advisor, owning the customer journey from onboarding to solution delivery and post-project support.
- Built lasting relationships through clear communication, needs-based strategy, and reliable follow-through.
- Led discovery, onboarding, and delivery phases with 100% client satisfaction.
- Translated complex technical requirements into business-aligned solutions.
- Provided ongoing support and optimization, driving long-term value and repeat business.
- Coached clients through cloud migration, security configuration, and SaaS adoption.
- Collaborated across client stakeholders (execs, tech leads) to ensure alignment and value delivery.
Client Engagement Manager
MIQS, Inc./Constellation Kidney Group
01.2019 - 11.2023
- Built trusted, long-term client relationships by streamlining coordination between Care Desk Support and customer teams, ensuring prompt follow-ups and high-touch support across three EMR platforms.
- Held bi-weekly team and individual meetings to drive alignment and foster strategic engagement.
- Designed and led an internal “Academy” training initiative to enhance team communication and relationship-building skills.
- Collaborated with executive leadership to define North Star goals, anchoring the customer journey in a customer-centric strategy for long-term value and retention.
- Increased NPS and survey response rates by 78% within one year by including CSAT and launching a pre-survey campaign that clarified value and purpose for clients.
- Delivered a high-impact presentation at Constellation Software Inc.’s Corporate Academy, showcasing NPS optimization through targeted data collection, analysis, and follow-through strategies.
- Consistently achieved 90%+ CSAT by proactively managing accounts, addressing pain points early, and creating a seamless support experience.
- Owned post-sale implementation and onboarding, ensuring smooth transitions, accelerating time-to-value.
IT Manager/Customer Engagement
MIQS, Inc.
01.2001 - 02.2019
- IT Leadership & Technical Strategy
- Oversaw all IT operations and systems engineering in a fast-paced medical software environment.
- Directed policy and procedure development for IT operations, and change management, aligning with industry best practices.
- Managed comprehensive IT budgets and led integration of new technologies to improve service offerings.
- Executed design and deployment of two data centers, ensuring robust infrastructure and scalability.
- Led SaaS initiative that streamlined service delivery, increasing operational efficiency by 20% and revenue by 10%.
- Guaranteed 100% HIPAA compliance across all systems for secure healthcare data management.
- Customer Engagement & Technical Support
- Served as the primary point of contact for customer support and relationship management.
- Delivered technical support for EMR systems and related software, ensuring seamless user functionality and satisfaction.
- Initiated client engagement strategies, including site visits, improving communication and boosting retention.
- Provided proactive support through regular client communication, aligning solutions with user needs and expectations.
Consulting Manager, NMBA
01.1999 - 01.2001
Network Engineer/Administrator, Tech Systems
01.1999 - 01.1999
Education
- Business Administration And Management
University of Colorado
Boulder, CO- Business Administration And Management
Springfield Technical Community College
Springfield, MASkills
- Client Relationship Management
- Client Onboarding & Enablement
- Value Realization & Success Planning
- Customer Health Scoring
- Client Engagement Strategy
- Strategic Account Management
- Client Retention Strategies
- Performance Metrics Analysis (OKR, KPI)
- Net Promoter Score Optimization
- Cross-Departmental Collaboration
- Program and Project Management
- Team Leadership & Development
- Churn Reduction Strategies
- Cloud/SaaS Solution Consulting
- IT/IT Services Management
Certification
- CCSM (Certified Customer Success Manager)
- ICA Certified DiSC Coach
- Amazon Web Services AWS Cloud Practitioner
- ITIL Foundations
- MCSE
Professional Development
- Emotional Intelligence Practitioner
- Emotional Intelligence for Leaders
- Customer Service Mastery
- Time Management - Insider School
Technical Proficiencies
Salesforce, ZOHO, Team Support, Workday, MS Teams Champion, MS Office 365, NPS, CHURN, CSAT, ART, FCR, PM Software (MS Project, Mondays, Excel), Ticketing Systems (ZOHO, Zendesk, Spice Works, Team Support, Proprietary Systems), Ubiquiti, MS Server, MS Windows, Unix/Linux RH
Timeline
Independent IT & Cloud Consultant
JS3 Consulting
01.2024 - Current
Client Engagement Manager
MIQS, Inc./Constellation Kidney Group
01.2019 - 11.2023
IT Manager/Customer Engagement
MIQS, Inc.
01.2001 - 02.2019
Consulting Manager, NMBA
01.1999 - 01.2001
Network Engineer/Administrator, Tech Systems
01.1999 - 01.1999
- Business Administration And Management
University of Colorado
- Business Administration And Management
Springfield Technical Community College
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