Summary
Overview
Work History
Affiliations
Accomplishments
Certification
Notable Clients
Timeline
Generic

John Jordan

Atlanta,GA

Summary

Dynamic and results-oriented Client Executive with a robust track record in driving customer experience and sales growth within the retail and CPG sectors. Deep expertise in leveraging Big Data, AI, and Business Intelligence to enhance customer insights, optimize processes, and enable data-driven decision-making. Recognized for transformative leadership, strategic vision, and the ability to foster high-touch enterprise customer-centric solutions that drive revenue and exceed client expectations.


Overview

20
20
years of professional experience
1
1
Certification

Work History

Global VP of Customer Experience

Dataiku
04.2021 - Current
  • Key Member of the Global Executive Team, involved in organizational GTM and Operational Strategy
  • Current Senior leader in charge of all Process, Platforms and Personnel that manage customers in the Post Sales Lifecycle.
  • Current Leader of our Account Management Practice that includes High Touch Professional Services, Customer Success and and Technical Account Management.
  • Created framework and launched new Global Customer Operations practice. Going from ideation to 8 FTE's serving 220 Dataiku team members across our Global Customer Success, Data Science and Professional Services Teams.
  • Took ownership and automated all Survey touchpoints, to include CSAT, Post-Implementation, Ad-Hoc and Post Service or Post Event surveys.
  • Created automation and workflows that created operational efficiency in our Customer Success and Data Science practices reducing labor constraints by up to 15%
  • Decreased functional silos between APAC, India, NAM and EMEA with reporting, tooling and Account Managment process consolidation.
  • Manage our IKIG.AI "AI for Good" initiative and established new ways or working internally and helped grow our impact through establishing new Partnerships w/ Snowflake, AWS and Deloitte.
  • Supported the launch and execution of our Everyday AI events in London, New York, India and Paris as a key Executive Stakeholder.
  • Started our Exec Council and Customer Advisory Board initiatives- held annually and attended by the Senior C Level Execs of our top 40 accounts.
  • Created our FrontRunner Awards Program, now in year 2. An initiative that highlights and rewards innovate uses of AI in our customer and partner base.
  • Manage our Community Practice - now at 10k members globally
  • Grew our User Group Practice from 3 to 13 in 1.5 years - expanding into EMEA, APAC and India
  • Created our Neuron Power User group, now at 40 key members representing multiple industries and some of our largest customers
  • Created Community Alliance w/ Snowflake - resulting in co-branded events and cross-brand marketing opportunities
  • Manage our Academic Team which creates Corporate Scholastic Partnerships where Dataiku is taught and where we sponsor Scholarships for Women and Minorities in Data Science
  • Refined pricing strategies based on thorough analysis of historical data, competitor actions, perceived value proposition among target audiences.

Global SVP of Customer Experience

1010data Inc.
01.2018 - 03.2022
  • Senior Executive Leader who managed all Post Sale client engagements - to included Analytical & Professional Services, Account and Partner Management, Technical Support, Software Development, Program Management, Learning and Education
  • Collaborated closely with cross-functional teams to ensure seamless delivery of all products and services to maximize customer satisfaction and account growth.
  • Consistently met or exceeded Post Sale Enterprise Sales targets by proactively managing sales pipeline, sales resources and forecast review.
  • Continually drove operational improvements which resulted in savings and improved profit margins within our EMS Division by 15-20%
  • Managed a 12 month Business Transformation for a 120 person team across 5 Business units that focused on creating a world class Customer Experience in the Big Data Analytics Industry
  • Created a Culture of Innovation and Collaboration that decreased operation silos and allowed us to experiment and prototype more effectively in our Market Expansion and Go to Market efforts
  • Implemented a VoC program that leveraged Customer Data and Feedback to drive our Continuous Improvement Initiatives across Product, Support and Services
  • Implemented Cost Control and Oversight measures through new KPI's to include Utilization in relation to Contractual Adherence and Margin
  • Sat on the Senior Leadership team in charge our overall 1010data Business Strategy and General Operations
  • Managed multi-million dollar budgets responsibly, achieving cost savings and ensuring resources were allocated effectively.

VP of Customer Success & Experience

DoubleNet Pay
03.2017 - 03.2019
  • Managed the entire Post Sale Customer Lifecycle, from implementation to Account Management and Customer Success and Customer Support for our B2B, B2C and B2B2C channels
  • Implemented Tableau, ZenDesk ticketing and Chat, FullStory, Google Analytics and redesigned internal Admin Portal for Corporate and Partner use
  • Built out and managed all Support, Account Management, Customer Success and Product Feedback processes
  • Managed in-house and outsourced Support teams across a Tier and Tier 2 model
  • Sat on Leadership team and helped managed product roadmap and directions based on Customer and Partner feedback and product request
  • Consistently maintained a 65-75 NPS score across 2 in-app product touch-points
  • Consistently maintained a 85-97 CSAT score across 2 teams
  • Took the install base from 1 partner at 300 active users to 5 Strategic Blue Chip customers with over 75k users
  • Was part of leadership team that took the company into an acquisition by a major Financial Institution

VP of Customer Success and Experience

CallRail
04.2016 - 04.2017
  • Part of core leadership team responsible for driving overall product direction and vision.
  • Manage UI/ UX and platform personalization efforts in collaboration with our Engineering and Design teams.
  • Designed, staffed and launched Support, Success and Implementation teams under the CallRail Customer Experience / Services umbrella.
  • Manage ongoing Support, Success and Implementation operations and responsible for all associated analytics and reporting.
  • Implemented all core SaaS metric tracking including Logo Churn, Revenue Churn, Net Revenue Churn, C-Sat and NPS.
  • Designed CallRail NPS methodology and created Closed Loop Processes and Feedback Loops for driving product, process and operational improvements.

Director of Customer Success

CareerBuilder
08.2015 - 03.2016
  • Managed a team of 65 Customer Success Managers, 5 Trainers, 3 Customer Experience Managers and 2 CS Operations personnel
  • Drove Cross Collaboration with Product Team, Support, Premium Support and Senior Leadership team to create a seamless and optimal Customer Experience for our clients
  • Defined and rolled out our CS Strategy, our Customer Lifecycle Program and CS engagement model for our Saas, Media and Advertising services and solution
  • Responsible for 9 million in MRR and keeping renewals rate at 80-90%
  • Responsible for adoption and optimization of CareerBuilder Saas, Media and Advertising products, services and solutions
  • Managed and optimized Gainsight implementation with responsibility for full adoption of process and CS work-flows
  • Drove VP level alignment, CS strategy and had ultimate ownership defining, executing and reporting on all departmental KPI's
  • Defined and executed the CareerBuilder Advisory Boards for our SMB and Enterprise Roadmap and Product Feedback sessions

Director of Global Customer Success

VersionOne
06.2014 - 08.2015
  • Managed end to end creation, management and optimization of the global VersionOne Customer Success program
  • Sat on the VersionOne Customer Experience leadership team and worked on multiple cross-functional initiatives focused on optimizing the Customer Experience and creating customers for life
  • Hired, trained and managed CS managers for our SMB, Enterprise and EMEA business units
  • Created and implemented a quantitative and qualitative health score and forecasting capability that has been adopted company wide
  • Full ownership and optimization of renewals company wide with a focus on optimization, risk mitigation and operational excellence
  • Implemented, and optimized a Net Promoter program for active install base customers
  • Created and managed Escalation process that was adopted company wide with a focus on remediation and risk mitigation
  • Created and rolled out a multi-touch customer road-map that has been adopted across Sales, Service, Support and Customer Success
  • Defined CS program for SMB and Enterprise customers with a focus on production adoption, retention and creating an optimal Customer Experience
  • Rolled out Agile/ Lean business practices for the CS team

Global Director of Customer Success

SATMETRIX
08.2011 - 06.2014
  • Created and managed a global CSM initiative.
  • Tasked with hiring, on-boarding and managing 14 Customer Success managers worldwide.
  • Owned the end to end creation of the Customer Journey and ownership and the optimization of the Satmetrix NPS and C-Sat programs Created and facilitated a Customer Success focused Webinar series that is being marketed to the install base in first 30 days.
  • Defined our Customer Engagement model in first 60 days.
  • Created a health index for customer segmentation based on usage and behavior in the first 45 days.
  • Created and executed a tier 1 monitoring process with our Professional Services group in the first 45 days.
  • Defined and launched the Satmetrix tier 2 and 3 one to many engagement process.
  • Worked with Product team to define Product, SFDC and Hubspot automation of behavior based alerts which trigger CSM engagement campaigns.
  • Defined the overall Customer Journey, our Net Promoter manifesto and our global Customer Success manifesto.
  • Global Director of Business Development.

Business Development/ Social Media Manager

Systino
10.2008 - 08.2011
  • Managed a team of 16 Business Development Representatives globally.
  • Acted as liaison between Sales and Marketing teams, working with leaders from both to help, plan, execute and report on multiple campaigns.
  • Managed Salesforce administration for BDR group and Mid-Market Sales, managed pipeline and funnel as well as all quarterly forecasting.
  • Helped define a more sales focused demo environment with a simpler UI to be introduced into the mid -market space.
  • Managed Net Promoter community initiatives- leverage that community for developing user base groups, marketing campaigns and reference programs.
  • Created, managed and executed business development campaigns that focused on targeting C-Level executives across multiple verticals to successfully generate interest in a Customer Relationship Management solution in the franchise space.
  • Salesforce management and reporting of prospect pipeline, forecast and activity reports on a bi-weekly basis.
  • Travel to national conventions and industry specific events to demo Systino solution, discuss the solutions unique selling points and generate interest in NPS, customer loyalty and customer retention.
  • Report directly to the CEO and provide full cycle support to sales and marketing.
  • Part of a management team that helps determines content, messaging and branding of all business development campaigns.
  • Help manage social media presence and delivery of all content.
  • Acted as part of a Leadership/ Founders team that went from idea to profitable in 2.5 years.

Account Development Representative

CDC SOFTWARE
06.2007 - 10.2008
  • Placed consultative cold calls to owners, C-level and VP level executives of process manufacturers for a best practices lean, 6-sigma, OEE and continuous improvement enterprise software solution.
  • Strong focus on enterprise prospects in the food and beverage, pharmaceutical, chemical and natural products industries.
  • Hunted for and found new prospects daily using Hoovers, multiple CRMs, Google alerts, social media, news articles, industry blogs and newsletters.
  • Reported to the SVP of Sales, worked very closely with Senior sales executive, sales engineer and marketing to help create and execute business development campaigns that focused on organic growth.

Inside Sales Representative

Sage Software
10.2004 - 06.2007
  • Used a predictive dialer to call on existing customers to up-sell accounting, full service outsource payroll and direct deposit services.
  • Responsible for new customer registration and all existing customer upgrades.
  • Exceeded monthly goals and continually recognized for personal and department goals.
  • Acted as a new hire ambassador from 2005- 2007.
  • Helped implement and manage the Peachtree NPS initiative.

Affiliations

StartUp Atlanta- nonprofit

Hands on Atlanta- nonprofit

Techstars / Mentorship

BoomTown / Startup Accelerator

NewChip / Startup Accelerator

CXPA - Customer Experience Professional Association



Accomplishments

    Terminus - Atlanta GA / Success Operations

    Delightter - San Mateo CA / Product Direction & Design 

    Churn Zero - Washington D.C. /Sales & Marketing

    TrustFuel - Atlanta GA / Product Design & Dashboards

Certification

NPS Certified

Scrum Certified

Product Owner Certified

Forrester - CX Champion Certification

HCI - User Experience Certification from MIT CSAIL

Notable Clients

Apple Retail, Zappos, Wynn Hotel Group, CareerBuilder, Dell, LinkedIn, AirBnB, HP, Acer, Capital One, Wells Fargo, The Federal Reserve System, Disney, NBC Universal, Warby Parker, Kronos, Bonobos, Lowe's, T. Rowe Price, Walmart, Target, Morgan Stanley, NYSE, Citi, Boeing Aviation

Timeline

Global VP of Customer Experience

Dataiku
04.2021 - Current

Global SVP of Customer Experience

1010data Inc.
01.2018 - 03.2022

VP of Customer Success & Experience

DoubleNet Pay
03.2017 - 03.2019

VP of Customer Success and Experience

CallRail
04.2016 - 04.2017

Director of Customer Success

CareerBuilder
08.2015 - 03.2016

Director of Global Customer Success

VersionOne
06.2014 - 08.2015

Global Director of Customer Success

SATMETRIX
08.2011 - 06.2014

Business Development/ Social Media Manager

Systino
10.2008 - 08.2011

Account Development Representative

CDC SOFTWARE
06.2007 - 10.2008

Inside Sales Representative

Sage Software
10.2004 - 06.2007

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John Jordan