Joshua J. Cowan
Overland Park,KS
Summary
CS professional promoting more than 13 years' expertise working for leaders in Restaurant, Retail, Healthcare, and Financial industries. Consultative with a desire to take on challenges at a new company.
Overview
15
15
years of professional experience
Work History
Customer Success Manager, Global Partnerships
BrightEdge
San Mateo, CA
12.2021 - Current
- Oversaw key relationships to close opportunities worth over $2.3 MM annually and monitored KPIs to assess customer engagement to forecast renewals.
- Drove strategic sessions with director-level to executive-level contacts.
- Extensive experience in managing up to internal executive stakeholders in advocacy of the client business.
- Ended 2022 with 104% retention to target in heavily regulated industries, healthcare and financial services.
- Mapped product features and benefits to overcome customer objectives related to their largest and most complicated marketing channel, SEO.
Director of Client Insights
Service Management Group
Kansas City, MO
06.2019 - 11.2021
- Provided leadership, insight and mentoring to newly hired and tenured employees to supply knowledge of various company programs, best practices, and renewal strategies.
- Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues for a mix of enterprise and growth clients worth no less than $5 MM in ACV.
- Cultivated strong professional relationships with suppliers and key client contacts through strong phone, email, and video conferencing skills to drive long-term business development, leading to high-value multi-year renewals.
- Managed hiring, termination, and training to ensure peak productivity in CX measurement and marketing efforts.
Associate Director
Service Management Group
Kansas City, MO
12.2018 - 06.2019
- Collaborated with digital product and sales departments to deliver RFPs and led key client onboarding.
- Drove collaboration with internal teams and partners to meet expected timelines, budget and quality standards.
Senior Account Manager
Service Management Group
Kansas City, MO
01.2017 - 12.2018
- Led consulting through analytically driven deliverables and strategic field reporting for an enterprise CX project worth over $3.5 million in ACV and coached three employees towards promotion while continuing to direct a team of five—all consisting of technical, research, and client-facing personnel.
- Sent to assist a satellite office to maintain current team and client revenue from 2016 in a Japanese business environment—maintained a ¥87 million portfolio and added another ¥36 million in 2017.
Account Manager
Service Management Group
Kansas City, MO
06.2012 - 01.2017
- Managed multiple technical and analytical team members in developing and providing insight-driven analysis ranging from annual to quarterly delivery to operational and marketing stakeholders.
- Implemented and managed customized product offerings, resulting in contract extension and a reference from a new key client—yielding over $3 MM in ACV.
- Built client advocacy, leading to references, vendor awards, and published case studies—touching over $5 MM.
Account Analyst
Service Management Group
Kansas City, MO
11.2010 - 06.2012
- Oversaw implementation of multilingual CX programs across over 13 different markets for enterprise leaders in the restaurant/retail industries.
- Established timelines and negotiated priorities with multiple managers. Leveraged existing relationships to win back client business, resulting in four 3-year contract extensions.
Floor Manager
Dean & DeLuca
Leawood, KS
01.2009 - 10.2010
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Delegated tasks appropriate to individual employees to provide development opportunities and reduce turnover by 15%.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies, which resulted in a 4 ppt. improvement YOY.
- Managed store opening and closing procedures to optimize store readiness and maintain strict financial controls.
Education
Bachelor of Science - Secondary Education Social Sciences
Kansas State University
Skills
SEO, SaaS Engagement, Leadership, Market Research, Digital + In-store CX Measurement, Account Management, Microsoft Office, Data Analysis, Time Management, CRM, SalesForce, Eagle Scout
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The utmost thing is the user experience, to have the most useful experience.
Marissa Mayer
Skills
- Research and due diligence
- Training and mentoring
- Business Development
- Pipeline development
- Background in SEO
- Customer Relations
- Revenue growth
- Team Building
- Client service optimization
- Staff mentoring & leadership
- Strategic communications
Timeline
Customer Success Manager, Global Partnerships
BrightEdge
12.2021 - Current
Director of Client Insights
Service Management Group
06.2019 - 11.2021
Associate Director
Service Management Group
12.2018 - 06.2019
Senior Account Manager
Service Management Group
01.2017 - 12.2018
Account Manager
Service Management Group
06.2012 - 01.2017
Account Analyst
Service Management Group
11.2010 - 06.2012
Floor Manager
Dean & DeLuca
01.2009 - 10.2010
Bachelor of Science - Secondary Education Social Sciences
Kansas State University
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