Highly driven Client Success Manager and Operations Leader with a decade of experience in sales and customer service. Skilled in managing SaaS customer relationships and supplying exceptional service. A valuable team player with a focus on building long-term client relationships through effective communication.
Hi, I’m
Joshua Ault
Winchester,CA
Summary
Overview
17
years of professional experience
1
year of post-secondary education
Work History
North America | VONQ
Support and Operations Lead
05.2022 - 12.2022
Job overview
- Built international support structure and Zendesk support environment for HAPI Job
- Marketplace product
- Oversaw daily operations and diagnosed and solved errors
- Increased efficiency and speed of solved issues by 70
eQuest
Sales Executive
10.2018 - 05.2022
Job overview
- Drove new sales, renewals and upsell opportunities
- Negotiated contracts, SLAs, pricing, and other agreements
- Achieved $1M in new and recurring sales annually with 90% annual customer retention
Arthrex
Project Implementation Specialist
01.2018 - 10.2018
Job overview
- Installed Synergy Matrix operating room solutions
- Performed remote and onsite installations and managed complex network topography and A/V equipment
- Installed largest scale orthopedic surgery camera system of the time at the Mayo Clinic
Broadbean Technology
Client Implementation Team Lead
09.2016 - 01.2018
Job overview
- Worked to brainstorm new delivery practices and increase the efficiency of SaaS implementation
- Managed high-risk accounts and acted as solutions architect for customers
- Maintained customer adoption rate of 95% and grew team-wide account flow
Broadbean Technology
Senior Product Support Manager
09.2015 - 09.2016
Job overview
- Handled high-priority Key Account book of business, and acted as the main point of contact for multiple Fortune 500 clients
- Regularly worked with developers to find solutions for complex ATS integration and standalone issues
- Consistently top ticket closer with a >85% satisfaction rating
GameStop
Senior Game Advisor
08.2014 - 02.2015
Job overview
- Managed a team of up to four employees
- Handled full opening and closing procedures
- Developed new ways to drive sales and maintained high standards of customer service
Target
Senior Guest Service Team Member/Lead Photo Technician
07.2009 - 01.2012
Job overview
- Supervised cashiers and guest service team members
- Led on-floor associates and planned new merchandising strategies
- Created a comprehensive defective merchandise processing system
Staples
Mobile Tech Assistant Manager
08.2005 - 04.2007
Job overview
- Daily sales of electronics, office equipment, software, and protection plans
- Maintained inventory and achieved high attachment rates
- Installed PC hardware and software, and performed virus removal
- Consistently met and exceeded monthly mystery shopper satisfaction and attachment rate
Education
The Academy of Radio And TV Broadcasting
Certificate
09.2012 - 06.2013
University Overview
Radio Broadcasting Bolstered written and oral communication, time management, critical thinking, and audio production skills.
Extron
Certificate No. 1068020
01.2018 - 01.2018
University Overview
Skills
Relationship Growth
Renewals and Customer Retention
Critical Thinking and Problem-Solving
Hands On Technical SaaS Understanding, With Continued Development
Strong Relationship Development and User Support Skills
Driving Customer Loyalty Retention and Satisfaction
QBR Management and Strategic Planning
Timeline
Support and Operations Lead
North America | VONQ
05.2022 - 12.2022
Sales Executive
eQuest
10.2018 - 05.2022
Extron
Certificate No. 1068020
01.2018 - 01.2018
Project Implementation Specialist
Arthrex
01.2018 - 10.2018
Client Implementation Team Lead
Broadbean Technology
09.2016 - 01.2018
Senior Product Support Manager
Broadbean Technology
09.2015 - 09.2016
Senior Game Advisor
GameStop
08.2014 - 02.2015
The Academy of Radio And TV Broadcasting
Certificate
09.2012 - 06.2013
Senior Guest Service Team Member/Lead Photo Technician
Target
07.2009 - 01.2012
Mobile Tech Assistant Manager
Staples
08.2005 - 04.2007