Jeffery Hayden
Columbia,SC
Summary
Strong Client Success Manager experience with 13+ years of experience in IT Client Relationship/Engagement and 5+ years IT Applications and Product Team Management. Proven success with accounts for well-established Healthcare and P&C Insurance technology companies. Well-versed in SaaS Software and Infrastructure environments driving customer product adoption and customer contract renewal. Experienced in Microsoft Suite and in using Customer Success Solution systems such as Salesforce to monitor project status, SLA targets and actuals and to summarize and plan customer interactions. Experienced in reporting performance metrics, providing strategic communications, and tracking add-on and renewal opportunities
Overview
19
19
years of professional experience
Work History
Senior Customer Success Manager
Duck Creek Technologies
01.2021 - 01.2023
- Main Point of Contact for assigned Duck Creek accounts, creating and managing strong customer relationships throughout the full customer lifecycle from initial onboarding to renewal
- Providing First-Class customer service, with a customer-centric attitude
- Principal Client Liaison with product management, operations, professional services, and infrastructure
- For roadmap and client feedback communication
- Striving to increase adoption of Duck Creek Product feature, ROI and customer satisfaction
- Main POC for day-to-day client activities related to onboarding, implementation, support
- Strategic Partner to Client Executives, Directors and Managers including VP of Release Management, VP of Technology, and VP of Customer Experience
- Successfully ensured the retention of a high-value account, generating over $2M in monthly revenue
- Proactively drove multiple upgrade adoptions by high-net-worth customers, such as 1 complete in 2023, 1 underway in 2023, and 2 planned in 2025 generating contract renewal and professional services income
- Collaborated with professional services team in preparing, presenting, and negotiating pricing and Statement of Work for product upgrades and ultimately contract renewals
- Lead weekly, monthly, and quarterly Business Review meetings, reviewing the Salesforce ticket inventory of incidents, hotfixes, SLA uptime targets and actuals, usage metrics, software updates and any major issues and outages to resolve customer issues and ensure retention
- Collaborate with internal Duck Creek teams to resolve customer issues, communicate customer product requests, and provide excellent service on a timely basis
- Ensured ongoing service log requests are triaged, prioritized, addressed, and responded to in a timely manner
- Ensure customer is maximizing the value of Duck Creek products and services by training and inspiring customer adoption of product features to achieve their business outcomes and maximum ROI
- Sharing best practices, identifying opportunities, and developing and tracking strategic goals and objectives
- Ensure customer is maximizing the value of Duck Creek products and services by training and inspiring customer adoption of product features to achieve their business outcomes and maximum ROI
- Sharing best practices, identifying opportunities, and developing and tracking strategic goals and objectives
- Develops a deep understanding of customer business initiatives and works with customer and internal teams to reach those goals through Strategic Success Planning.
IT Client Manager
Blue Cross and BLUE sHIELD OF sOUTH cAROLINA
05.2009 - 01.2021
- Senior Leader and Main Point of Contact responsible for day-to-day activity and customer relationship management, creating and managing strong customer relationships, providing First-Class customer service, with a customer-centric attitude
- Managed teams of up to 5 Client Advocates delivering outstanding customer experiences with a goal of customer satisfaction and meeting stringent Federal contract requirements
- Maintained day-to-day client activities related to onboarding, implementation, support
- Assigned deliverables and customer advocacy tasks to individual Client Advocate team members
- Provided support for Claims Adjudication functions, and supporting systems including Data Warehouse, Data Mining and Data Reporting
- Collaborate with internal Duck Creek teams to resolve customer issues, communicate customer product requests, and provide excellent service on a timely basis
- Fostered long-term collaborations maintaining high NPS scores with Business Partners including Defense Health Agency (TRICARE), Humana Government Business, and PGBA (Palmetto Government Benefits) and internal cross functional teams to assure contract delivery to established SLAs
- Lead weekly, monthly, and quarterly Business Review meetings, reviewing the Salesforce ticket inventory of incidents, hotfixes, SLA uptime targets and actuals, usage metrics, software updates and any major issues and outages to resolve customer issues and ensure retention
- Consistently met 99.5% SLA requirements, across multiple measurements
- Ensured service log requests are triaged, prioritized, addressed, and responded to in a timely manner
- Refined and optimized the customer journey by overseeing customer business requirements, lifecycle processes, managing escalations, and identifying opportunities for continuous improvement
- Develops a deep understanding of customer business initiatives and works with customers and internal teams to reach those goals through Strategic Success Planning
- Partnered with the client to evaluate and validate implementation and verification plans for the post-go-live stage.
IT Product Manager
BLUE CROSS AND BLUE SHIELD, SOUTH CAROLINA and LOUISIANA
03.2004 - 01.2009
- Headed the development, testing, implementation, and maintenance of functions within a complex Health Insurance Claim Adjudication Application
- Successfully executed an application project roadmap and client deliverables for the Health Insurance Claim Adjudication Application
- Managed teams of 10 to 23 IT professionals for ongoing support, assigning deliverables and other tasks to individual team members
- Build a high-performing programming team through training and mentoring, hiring, and retaining top talent, and promoting professional development
- Optimized communication flow and drove knowledge sharing between IT and System End User Executives, Management and Staff, and US Government Representatives
- Directed the software development lifecycle (SDLC) from discovery sessions, detailed requirements (user stories) development, development sprint planning, UAT plans development and continuous releases
- Facilitated technical decision-making with an emphasis on application maintainability, scalability, and performance in line with best practices and software development methodologies
- Planning for short term and long-term resource needs in relation to road mapping.
Education
B.A. in Business Administration -
University of Louisiana
Lafayette, LASkills
- Customer Success
- Customer Experience
- Customer Retention
- Customer Satisfaction
- Customer Relationships
- Business Analysis
- Project Management
- SaaS
- Business Reviews
- Customer Advocacy
- Internal and External Strategic Partnership Building
- Cross-Functional Collaboration
- Communication
- Creative Problem Solving
- Presentations
- Business Analysis/Requirements
- P &C insurance
- Leadership
- Salesforce
Timeline
Senior Customer Success Manager
Duck Creek Technologies
01.2021 - 01.2023
IT Client Manager
Blue Cross and BLUE sHIELD OF sOUTH cAROLINA
05.2009 - 01.2021
IT Product Manager
BLUE CROSS AND BLUE SHIELD, SOUTH CAROLINA and LOUISIANA
03.2004 - 01.2009
B.A. in Business Administration -
University of Louisiana
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