Jim Duffy
Austin
Summary
Both personally and professionally I define myself by my relationships with others. Be it with clients, co-workers, friends, or family. I judge myself on how these relationships grow and how my interactions with others bring about benefits to all involved. This outlook coupled with coupled with my ability to leverage problem-solving skills and strategic thinking to support clients and drive business growth have lead to a proven track record of and ensuring customer satisfaction and growth.
Overview
21
21
years of professional experience
Work History
Franchise Owner
10.2024 - 01.2024
Enterprise Customer Success Manager
Fourth/HotSchedules
01.2021 - 01.2024
- Guided a portfolio of over 500 client restaurants through for the full line of recruiting, payroll, labor, scheduling, and inventory systems, ensuring maximum value, driving retention and expansion
- Reduced customer churn by 20% within one year by developing and implementing proactive customer success strategies based on engagement data and health scores
- Exceeded revenue goals through renewals, upsells, and cross-sells
- Conducted regular, data-driven Quarterly Business Reviews (QBRs) with C-level executives and key stakeholders to demonstrate ROI and align product usage with customer goals
- Developed and executed account objectives including negotiation of contract pricing and terms and conditions
- Acted as project manager for onboarding, new product adoption, and support escalations
- Managed all aspects of the relationship and customer success process
- Collaborated cross-functionally with sales, support, and product teams to facilitate problem resolution, represent the customer's voice, and ensure a seamless customer journey.
- Identified upsell and cross-sell opportunities within existing accounts, working closely with the sales team to generate new pipeline revenue.
- Served as a customer advocate by communicating product feedback and requirements to internal stakeholders, influencing the future roadmap.
Regional Account Manager
Edgenuity (Now Imagine Learning)
05.2018 - 12.2021
- Managed all aspects of the customer relationship for portfolio of K-12 school districts in Indiana, Ohio, Pennsylvania, and Washington D.C.
- Consistently achieved a 98% customer retention rate by acting as a trusted advisor to district administrators and educators.
- Developed and executed customized success plans for each customer, resulting in a 19% increase in product adoption across assigned accounts.
- Resolved implementation and system challenges by coordinating with technical support and product teams to address issues promptly and effectively
- Coordinated and oversaw the onboarding process for all new customers within my territory; including the rostering of accounts, Professional Development, and system integrations.
- Partnered with Sales Department to monitor long-term performance and metrics
- Monitored clients’ progression through implementation, virtual training, and communication.
- Retained and drove revenue with existing accounts.
- Ensured a world-class level of customer satisfaction through proactive outreach and actively advocating for my clients.
- Subject matter expert on four learning platforms.
- Worked daily with customers to troubleshoot technology and content issues
- Communicated and interacted regularly with accounts to provide performance metrics and address concerns.
- Coordinated both non-technical and technical work necessary to onboard, manage, and support accounts.
Account Manager
Social Solutions Global
02.2017 - 05.2018
- Served as the primary point of contact for over 120 key accounts totaling over 3.2 million in ARR
- Developed and executed a strong client-based strategic plan with emphasis on client health and increased revenue
- Obtained an average of 117% of monthly quota
- Raised client health scores from an average of “C” to “B+” despite several software setbacks
- Oversaw all account renewals reducing churn by 19%
- Managed critical needs analysis, value proposition design, and solution formulation
- Advocated for client accounts within Social Solutions to leverage training, support, and development
- Cultivated client relationships to enhance satisfaction and retention.
- Developed strategic account plans aligning with client goals and company objectives.
Enterprise Account Executive
Tenfold
01.2016 - 01.2017
- Managed complex sale cycle from discovery through close with an emphasis on software demonstration
- Established a consultative and solutions based relationship with prospective clients identifying pain opportunities and areas for growth
- Aggressively built and managed a diverse pipeline spanning multiple industries
- Identified growth potential and areas of opportunity within new accounts
- Presented a value and return on investment outlook to sales, marketing, IT executives, and C-Team
- Achieved an average of 129% attainment on monthly sales quota
- Produced numerous presentations for both internal and customer-facing
- Was dubbed the “Culture Champion of Tenfold” by C-Team for repeatedly going above and beyond the call of duty; including becoming the de facto office manager and team coordinator.
- Cultivated relationships with enterprise clients to drive revenue growth and retention.
- Developed tailored solutions addressing unique client needs, enhancing satisfaction and loyalty.
- Oversaw contract negotiations, ensuring alignment with organizational goals and client expectations.
- Implemented CRM tools to streamline account management processes and improve data accuracy.
- Mentored junior sales team members, fostering skill development and promoting best practices.
- Delivered comprehensive product presentations and demonstrations, showcasing the value proposition to potential clients
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple touchpoints.
Owner Operator
Austin Pub Quiz
01.2007 - 01.2017
- Developed unique brand of Pub Quizzes, which include movie lines, academic, and name that tune rounds
- Provided Pub Quiz kits to restaurants and bars in and out of the Austin area
- Hosted Pub Quiz style trivia nights at local bars, restaurants, and corporate events
- Work with individual businesses to market and grow the events
FRBO Account Manager
VRBO
01.2013 - 01.2016
- Sold subscription-based web solutions to vacation rental property owners and property managers
- Managed existing customers and respond to customer requests & opportunities
- Uncovered and develop leads
- Managed high volume outbound and inbound calling to manage/up-sell existing customers, prospective customers and conducted call campaigns in support of sales events and other marketing activities
- Identified and documented prospect's needs, expectations, and priorities in effort build long term relationships
- Fully understood of our marketplace and technology including competitors
- Assisted in the training of new hires in all aspects of HomeAway day to day work life, technology, and house rules
- Helped develop operational procedures, guidelines, and training material for new ‘Pay Per Booking Onboarding Team’
- Analyzed market trends to identify growth opportunities for account expansion.
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Developed strong client relationships to enhance customer satisfaction and retention.
Senior Sales Manager
White Lodging
01.2010 - 01.2013
- Conducted direct sales solicitation through phone calls, email communication, appointments, site tours, and lunches
- Developed and maintained exceptional relationships with specified accounts to create trust, loyalty,and lasting business relationships
- Facilitated sales and marketing presentations for prospective clients
- Completed daily sales calls to ensure that the property is at the leading hotel in the market
- Monitored production of all specified accounts and evaluated trends within the market
- Utilized intelligence reports and other market research to effectively shift market share
- Oversaw all sales functions, deadlines, and responsibilities
- Conducted sales presentations and promoted property at trade shows and conventions
- Reviewed competitive set and ensured property consistently exceeded share and rank based on the Star Report
- Produced, submitted, and led weekly sales and revenue meetings
- Achieved Platinum Status (exceeding natural rank and attaining positive growth) three straight quarters, one year after the property lost its number one client.
- Designed and executed strategy that has led to 50 percent growth year over year following 4 million dollar renovation.
- Grew Extended Stay Occupancy to 62.4 percent while maintaining the highest average daily rate in the competitive market.
- Highest score in Class in Marriott’s Sales Edge Training
- Mentored and developed junior sales team, fostering a high-performance culture.
- Analyzed market trends to identify opportunities for business expansion and new customer acquisition.
Cultural Ambassador (Sales, Marketing & Event Coordinator)
Tradelogic Corporation
01.2009 - 01.2010
- Acted as lead Sales Account Manager for all private events
- Served as point of contact for clients, all communication
- Restructured Catering departments within restaurants to maximize profits and benefit to clients
- Lead Generation
- Established and maintained clients
- Coordinated and oversaw all special events
- Acted as community ambassador, managing sponsorships, donations, and building community involvement
- Acted as content developer for all social media campaigns and daily communication
Lead Sales and Marketing Consultant
Austin Creative Consulting
01.2007 - 01.2009
- Developed and help implement sales and marketing strategies tailored to individual client owned businesses
- Assessed client’s needs in relation to business development and customer retention
- Aided in staff hiring, appraisals, and skill assessments
- Trained clients and staff in the art of no pressure sales
- Worked with clients and staff to improve and maintain all aspects of brand loyalty, community relations, customer service, and leads development
- Helped clients meet or exceed profit goals with an 84% success rate
Corporate Director of Catering and Sales
Pluckers Wing Bar
01.2003 - 01.2007
- Oversaw outside and inside sales for stores in both Austin and Dallas
- Developed and implemented catering and sales strategy for all restaurants
- Assisted in the development and implementation of marketing plans
- Created catering department and performed sales for company restaurants
- Established and maintained clients
- Coordinated and oversaw all special events
- Served as liaison between clients, stores, and corporate office
- Served as master of ceremonies for all special events
- Coordinated and oversaw all caterings for groups from 10 to 600
Education
Psychology and Religious Studies
St. Edward's University
Austin, TX01.2000
Skills
- Customer advocacy
- Goal setting and achievement
- Data-driven decision making
- Client needs assessment
- CRM software expertise
- Customer training
- Performance metrics analysis
- Upselling and expansion
- Strategic account management
- Customer onboarding
- Team building
- Training and mentoring
- Customer retention
- Staff mentoring & leadership
- Attention to detail
Timeline
Franchise Owner
10.2024 - 01.2024
Enterprise Customer Success Manager
Fourth/HotSchedules
01.2021 - 01.2024
Regional Account Manager
Edgenuity (Now Imagine Learning)
05.2018 - 12.2021
Account Manager
Social Solutions Global
02.2017 - 05.2018
Enterprise Account Executive
Tenfold
01.2016 - 01.2017
FRBO Account Manager
VRBO
01.2013 - 01.2016
Senior Sales Manager
White Lodging
01.2010 - 01.2013
Cultural Ambassador (Sales, Marketing & Event Coordinator)
Tradelogic Corporation
01.2009 - 01.2010
Owner Operator
Austin Pub Quiz
01.2007 - 01.2017
Lead Sales and Marketing Consultant
Austin Creative Consulting
01.2007 - 01.2009
Corporate Director of Catering and Sales
Pluckers Wing Bar
01.2003 - 01.2007
Psychology and Religious Studies
St. Edward's University
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