Joseph C. Early, Jr.
Austin
Summary
Highly accomplished professional with extensive experience optimizing customer success on SaaS and PaaS solutions. Proven leader, working proactively and reactively with customers to define goals and ensure a high level of performance, resulting in customer success and user adoption. Expertise in system implementations on a variety of software solutions, leading to increased adoption by developing and delivering training and support.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Sitecore Corporation
Remote
01.2024 - Current
- Integral member of the Customer Value Realization team, managing high-value enterprise clients, including Fortune 100 companies, with Annual Recurring Revenue (ARR) exceeding $1M
- Partners with executive sponsors and senior leadership at client organizations to lead strategic business reviews, demonstrating value realization, influencing roadmap priorities, and identifying new opportunities for growth and innovation
- Transitioned to a revenue-generating billing model and consistently exceeds established utilization targets by 25% or more
- Mentors and supports the onboarding and development of new and existing Customer Success Managers, contributing to team growth and performance
- Performs all core duties of a Customer Success Manager
Customer Success Manager
Sitecore Corporation
Remote
01.2021 - 01.2024
- Manages customer relationships across 50+ accounts with an average ARR of $380K, conducting regular cadence calls, defining digital and marketing goals, and resolving escalations
- Monitors system telemetry to ensure user adoption, deliver measurable value, and demonstrate ROI
- Partners cross-functionally with sales, product, support, services, and partner teams to deliver a seamless and optimized customer experience
- Contributes to multiple internal committees focused on process improvement and Customer Success best practices
- Leveraged Gainsight to analyze customer health scores, maintain Success Plans, identify risks, and drive proactive engagement to improve satisfaction
- Drove Net Promoter Score (NPS) improvements by addressing detractor/passive feedback, resulting in a customer NPS of 30—exceeding the target of 10
- Generated $1.65M in annual qualified upsell and cross-sell leads by identifying opportunities and collaborating with sales, services, and training teams
Team Lead, Education Sales Consultant
CONGA (f.k.a. APTTUS Corporation)
Remote
01.2020 - 01.2021
- Performed all core duties of an Education Solution Consultant, in addition to leadership responsibilities
- Responsible for weekly 1-on-1 status meetings with direct reports, as well as quarterly reviews of goals, and delivery of semi-annual performance reviews
- Presented quarterly status of accomplishments completed by the Learning Operations Team
Education Sales Consultant
CONGA (f.k.a. APTTUS Corporation)
Remote
01.2017 - 01.2020
- Collaborated with over 650 customers, prospects, and 50 strategic partners to assess and define training needs for system administrators, implementation teams, and end users of Conga’s middle-office software, built on Salesforce and Azure Cloud platforms
- Worked cross-functionally with Customer Success, Technical Support, and Sales teams to develop proactive, scalable training strategies aligned with customer success goals
- Managed and tracked sales training opportunities through Salesforce CRM, delivering weekly forecasts and aligning efforts with quarterly and annual KPIs
- Contributed to Conga Learning Services' $4MM annual revenue by driving strategic enablement and customer engagement initiatives
Systems Trainer
AECOM (f.k.a URS Corporation)
Austin
01.2010 - 01.2017
- Managed the development of instructor-led and online training on Oracle EnterpriseOne ERP software and other integrated accounting and financial solutions
- Conducted training sessions during business and systems integrations of newly acquired companies
- Developed targeted training programs and schedules
Senior Business Analyst – BST Enterprise Data Integration and Special Projects
AMEC Earth & Environmental
Austin
01.2009 - 01.2010
- Served as a senior business analyst responsible for capturing business requirements, mapping and analyzing business processes, and managing data integration and special projects across newly acquired companies
- Instrumental in the data integration of newly acquired companies with approximate revenue of $7MM USD across 560 projects with more than 300 clients and 230 employees
- Implemented existing process flows across newly acquired companies
- Analyzed the system impact and financial results of 500 projects as a result of new corporate structure
- Managed the implementation of a Purchase Card program to AMEC US operations
- Reviewed security requests for user access to functions in BST Software to meet Internal Audit requirements and ensure users received training
- Integrated acquired company’s financial reports for entities operating outside of the BST Software
Senior Business Analyst – Configure and Implement BST Enterprise Software
ERM Corporation
Houston
01.2004 - 01.2009
- Managed the global implementation of BST Software across 40 operating companies in over 40 currencies, including the migration of data from each company’s legacy system into the BST Software
- Served as Team Lead for implementations in Thailand, Indonesia, and India
- Reviewed and analyzed local financial reporting requirements, including taxation, and developed new policies and procedures to comply with statutory and company reporting requirements
- Scheduled all aspects of the implementation, including resource planning, training, and staff education
- Handled end-user support with the responsibility of troubleshooting issues and identifying solutions
- Tested and implemented new functions to enhance the efficiency of ERM, such as the Collections Module, Electronic Expense Posting (eExpense), and Electronic Funds Transfer (EFT)
- Maintained the company’s intranet with details on BST Software, such as announcements, weekly tips and tricks, training material, and videos
Business Analyst – Configured and Implemented JD Edwards OneWorld Software
URS CORPORATION
Austin
01.2002 - 01.2004
- Served as a functional lead on Accounts Receivable, Collections, and System Security
- Managed the conversion and reconciliation of 132,000 open receivables records totaling $469MM from three different legacy systems
- Collaborated with external consultants and internal IT department to establish system solutions to optimize the company’s processes
- Performed integrated system testing and documented the results to Internal Audit
- Set up automatic accounting instructions and user-defined codes to meet company needs and ensure proper accounting practices
- Designed and drafted specifications for customized reports (i.e. Aged Accounts Receivable, Account Ledger, Doubtful Accounts)
Education
Bachelor of Science - Business, Marketing, International Business Minor
Manhattan University
Riverdale, NYSkills
- Customer Success
- Customer Training & Development
- Requirement Analysis
- Gainsight
- Salesforce
- Customer Adoption & Advocacy
- Learning as a Service (LaaS)
- End User Support
- Technical Writing
- Logistics Management
- Camtasia Studio
- Adobe Captivate
- Adobe Storyline
- Microsoft Dynamics
- BST Enterprise
- Oracle EnterpriseOne (JD Edwards OneWorld)
- Microsoft Office Suite
- Visio
Certification
- Success Coaching Certification Level I & Level II
Accomplishments
- Sitecore Global Customer Success Manager of the Year, 2024
Websites
Timeline
Senior Customer Success Manager
Sitecore Corporation
01.2024 - Current
Customer Success Manager
Sitecore Corporation
01.2021 - 01.2024
Team Lead, Education Sales Consultant
CONGA (f.k.a. APTTUS Corporation)
01.2020 - 01.2021
Education Sales Consultant
CONGA (f.k.a. APTTUS Corporation)
01.2017 - 01.2020
Systems Trainer
AECOM (f.k.a URS Corporation)
01.2010 - 01.2017
Senior Business Analyst – BST Enterprise Data Integration and Special Projects
AMEC Earth & Environmental
01.2009 - 01.2010
Senior Business Analyst – Configure and Implement BST Enterprise Software
ERM Corporation
01.2004 - 01.2009
Business Analyst – Configured and Implemented JD Edwards OneWorld Software
URS CORPORATION
01.2002 - 01.2004
Bachelor of Science - Business, Marketing, International Business Minor
Manhattan University
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