Jonathan Luckau
Director | Customer Success Leader
CEDAR PARK,TX
Summary
Successful & innovative Executive Manager with extensive experience & a track record of re-energizing & restructuring organizations, developing strategic initiatives, & seizing new business opportunities. Significant domain knowledge & proven success in the following industries: financial, e-commerce, telecommunications, SaaS organizations, & a wide variety of contact & customer care centers.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Director of Operational Support & Customer Success
AvidXchange
Charlotte, NC
2021.07 - 2023.02
- Devised and implemented processes & procedures to streamline operations & significantly improve customer pain points.
- Optimized customer experience by delivering superior services and effectively troubleshooting & resolving issues.
- Reduced customer churn from 3.87 to .67 developing and implemented differentiated customer success model.
- Stood up and launched our Customer Advisory Board with targeted customers to enhance market research and sustain continuous improvement cycle.
Sr Manager of Customer Success & Analytics
Charter Spectrum
Austin, TX
2019.01 - 2021.05
- Played instrumental role in client satisfaction by partnering with operational teams for proper resolution of service issues.
- Through data driven insights, reduced organizational waste by 20% and improved repeat contacts from 18% to 11%.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, & commitment to friendly service.
- Achieved annual revenue goals & ROI by developing our first coaching playbook and championing a variety of metric-driven technology solutions such as NICE Quality Central, Salesforce, JIRA, & internally developed Call Excellence Library tool.
Program Manager - Performance Management
EBay Inc
Austin, TX
2013.07 - 2019.01
- Generated dramatic improved performance gains & KPIs (customer satisfaction, average handle time, and first contact resolution) by designing & launching the eBay coaching & development model from the ground up. Grew the program from six to a staff of 21 expert coaches— instructing 450 subsequent employees.
- Oversaw global customer experience partners (BPO's) and maintained positive relationships with vendors, Convergys, & ePerformax. Consistently met and/or exceeded annual financial and performance goals as a direct result of new training models and performance initiatives
- Coached team members on productivity strategies to accomplish challenging goals.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
Operations Leader - Customer Success & Delivery
EBay Inc
Salt Lake City, UT
2011.02 - 2013.07
- Developed & Implemented Customer Success model for eBay's selling & listing tools - driving revenue goals, creating an elevated customer experience, & managing key business relationships.
- Significant increase in revenue realized by transforming team to create a robust customer success and relationship management model. Added $322k to revenue in 2012.
- Assisted customers with questions & problems to build brand loyalty & cultivate lasting business relationships.
- Evaluated customer needs & feedback to drive product & service improvements.
Education
Bachelor of Science - Business Management
University of Phoenix
Salt Lake City, UT 2008.07 - 2011.08
Skills
Customer Success Strategies
Interpersonal Communication
Critical Thinking
Product Management
Process Engineering
Change Management
Key Portfolio Management
Timeline
Director of Operational Support & Customer Success
AvidXchange
2021.07 - 2023.02
Sr Manager of Customer Success & Analytics
Charter Spectrum
2019.01 - 2021.05
Program Manager - Performance Management
EBay Inc
2013.07 - 2019.01
Operations Leader - Customer Success & Delivery
EBay Inc
2011.02 - 2013.07
Bachelor of Science - Business Management
University of Phoenix
2008.07 - 2011.08