Jeremy Coates
Salt Lake City,UT
Summary
A proven team builder and people leader, with a track record of hiring, mentoring, and scaling high-performing post-sales implementation or delivery teams. Successfully built and managed a high performing Implementation team in a startup environment with a 90% retention rate and 300% growth over 3 years. 10+ years of experience in SaaS post-sales, customer delivery and implementation, with 5+ years in people management roles. 3 years in a start-up environment, leading Portfolio Management. A track record of driving operational rigor, customer satisfaction, and revenue retention through scalable delivery practices. Extensive experience performance data analytics, KPIs, and other project data to maximize the effectiveness of implementation processes and standards.
Overview
12
12
years of professional experience
Work History
Director – Professional Services
Authorium
06.2022 - 05.2025
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. ( 300% growth in 3 years)
- Decreased Time-to-Value (TTV) by greater than 40% for each phase of customer Implementation
- Owned the full implementation lifecycle from kickoff to measurable value realization ensuring consistent, high-quality, and scalable delivery across customers.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Scoped technical work and wrote SOWs accordingly.
- Enhanced team collaboration through regular communication, goal (KPI) setting, and performance evaluations.
- Partnered with sales do deliver contract scope.
- Managing high-level customer and internal escalations
- Developed and executed customer onboarding strategies to enhance retention and growth.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Led cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Senior Consultant (Team Lead)
Accruent
05.2015 - 06.2022
- Managed multiple workstreams and timelines to ensure on-time project delivery. Over 97% on-time delivery of projects.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Participated in Project Management Office (PMO) initiatives to drive standardization and best practices. Saw a 10% decrease in Time-To-Value while member of PMO.
- Developed and managed an implementation standard program for new CRE channel partners, including project templates, KPIs, processes and procedures. Drove 35% decrease in Time-to-Value via this delivery.
- Collaborated with cross-functional teams (Hosting, Product Development, Engineering) to develop and improve applications, tools and processes and scripts
- Worked with customer ETLs, leveraging API/SQL/Conversion tools to migrate customer data
- Developed Analytics and Reporting Data based on customer needs. Built custom Analytics reports.
- SME for Professional Services team on emergent technology, including APIs, SSO, and Cognos analytics. Bridging the gap between technical teams and non-technical teams
- Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
Site Manager
Bradford Airport Logistics
08.2013 - 05.2015
- Stood up Operational Capacity for Austin-Bergstrom International Airport (net new site)
- Installed and enabled proprietary hardware and software for Logistics Warehouse site and Airport customers
- Oversaw operational standardization and excellence for team of 10
- Resolved stakeholder inquiries/issues and resolved user complications with proprietary software
- Met with service users and airport authority to review KPIs and develop strategies to settle novel obstacles
- Terminal level in fielding customer problems and negotiating optimal resolutions
- Used analytical data to find and drive efficiency in our processes and allow for better delivery to customers
- Set deadlines and goals for projects, oversaw satisfactory completion for all stakeholders
- Given a 5/5 customer service review by all clients during tenure at company
- Oversaw addition of 3 new clients and 17 new vendors with minimal issues within the Austin Airport
- Oversaw 37% increase in average weekly volume delivered with no customer complaints
- Utilized data analytics to maximize delivery processes
Education
Bachelor of Science - Psychology
Texas A&M University
College Station, TX05.2011
Skills
- SaaS Implementation
- Change Management
- Servant Leadership
- Project Management
- People Management
- Portfolio management
- SQL
- APIs
- Strategic planning
- Organizational development
Timeline
Director – Professional Services
Authorium
06.2022 - 05.2025
Senior Consultant (Team Lead)
Accruent
05.2015 - 06.2022
Site Manager
Bradford Airport Logistics
08.2013 - 05.2015
Bachelor of Science - Psychology
Texas A&M University
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