Summary
Overview
Work History
Skills
Timeline
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Jay Burkett

Austin,TX

Summary

Dynamic and results-driven Senior Manager with over 9 years of experience in managing Customer Success teams within the tech industry. Proven track record of driving strategic initiatives to enhance customer experience and optimize operational efficiency. Skilled in fostering cross-functional partnerships and leveraging insights to influence product roadmap and business growth

Overview

10
10
years of professional experience

Work History

Director of Customer Success

SkyKick
09.2022 - 11.2023
  • Engaged in creation of company wide sales and marketing strategies while pioneering every stage of Lead Generation to support self-serviced client autonomy.
  • Developed and executed personalized Customer Success Plan for each Enterprise Client to include Discovery, Commitment, Customization, Onboarding, Product Launch and future Innovation resulting in 95% customer retention rate.
  • Led high-performing Customer Success, Technical Account Management, and Sales Enablement teams focused on delivering exceptional service and ensuring customer satisfaction.
  • Tracked key metrics and developed Customer Analytics Dashboard to track customer satisfaction and optimize customer experience resulting in 35% increase in product adoption.
  • Implemented data-driven approaches to continually refine customer success strategies based on client needs and industry trends.
  • Systemized and managed client profiles each stage of journey to be presented quarterly as Customer Growth Reports to reframe previous pain points and measure improvement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Championed customer-centric approach within organization, driving culture shifts towards prioritizing client needs above all else.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Implemented data-driven approach to continually refine customer success strategies based on client needs and industry trends.

Enterprise Support Manager

Amazon Web Services
05.2020 - 08.2022
  • Implemented performance metrics, resulting in continuous improvement of support team's capabilities resulting in 85% employee retention.
  • Promoted culture of continuous learning within team by organizing workshops and sharing relevant resources regularly.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully expanded business from 12 to 49 contracted customers within span of 2 years, demonstrating strategic growth initiatives and effective customer acquisition strategies.
  • Monitored ticket resolution rates closely, taking corrective action when necessary to maintain high-quality service standards.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
  • Streamlined support processes for increased efficiency and improved response times.

Director of Customer Success

SkyKick
02.2019 - 04.2020
  • Successfully opened fully functioning International Headquarters in The Netherlands.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns, resulting in 30% increase in new customer registrations.
  • Collaborated with cross-functional teams to ensure alignment with customer needs and optimize product offerings.
  • Successfully managed customer escalations and resolved complex issues in a timely and effective manner.
  • Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
  • Launched quality assurance practices for each phase of development
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Developed and maintained long-term client relationships for increased retention and revenue growth.
  • Streamlined internal processes to optimize team efficiency and deliver faster results to clients.


Manager of Customer Success

SkyKick
05.2014 - 01.2019
  • Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
  • Launched quality assurance practices for each phase of customer development.
  • Leveraged data and analytics to make informed decisions and drive business improvements and reduce churn.
  • Championed diversity and inclusion efforts within workplace, resulting in inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Established and effectively communicated precise targets, objectives, and performance metrics to team members, fostering collaborative environment across functions, which led to notable 50% increase in cross-functional collaboration, driven by insights gathered through customer feedback and rigorous data analysis.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Managed portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.

Skills

  • Strategic leadership
  • Customer-Centric Culture
  • Key Metrics
  • Customer Relationship Management (CRM)
  • Business-to-Business (B2B)
  • Software as a Service (SaaS)
  • Strategic Collaboration
  • Customer Retention Strategies
  • Corporate Renewal
  • Data-driven decision-making
  • Change Management
  • Managing Operations and Efficiency
  • Value Realization
  • Process improvement and innovation
  • Product Road Mapping
  • Strong communication and relationship management

Timeline

Director of Customer Success

SkyKick
09.2022 - 11.2023

Enterprise Support Manager

Amazon Web Services
05.2020 - 08.2022

Director of Customer Success

SkyKick
02.2019 - 04.2020

Manager of Customer Success

SkyKick
05.2014 - 01.2019

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Jay Burkett