Justin C. Wright
Head Of Client Services
Chicago,IL
Summary
Dedicated Head of Client Service with a focus on driving results and leveraging data to reengineer business processes. Skilled in implementing complex CRE initiatives and managing cross-functional teams in dynamic startup settings. Proven track record of delivering strategic solutions and enhancing customer success through data-driven approaches. Committed to driving consistent and impactful results through end-to-end process improvements.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Head of Client Services
Cohesion
06.2025 - Current
- Created training programs designed to enhance employees'' skills in critical areas such as customer relationship management, conflict resolution, and time management.
- Consistently exceeded annual revenue targets by cultivating relationships with new clients and expanding existing accounts.
- Spearheaded initiatives aimed at improving operational efficiency within the department through process optimization and resource allocation adjustments.
- Identified potential risks associated with client engagements early on, enabling proactive measures to mitigate negative impacts on project outcomes effectively.
Manager - Implementation
Cohesion
03.2024 - 06.2025
- Managed a growing team of four across multiple disciplines such as implementation specialist, support engineer, and field engineer
- Led commerical real estate advisory services during new construction projects to improve system selection for multi-billion dollar REITs and Fortune 100 companies
- Implemented Zendesk to expand support team capabilities and efficiency. Led to a 28% decrease in time to close support tickets and a 25% drop in overall ticket volume.
- Implemented Monday.com across multiple departments such as Client Relations, Finance and Product
- Built up upsell motions to increase revenue and pull-through on existing clients as well as expansion into tenant enterprises.
Implementation Lead
Cohesion
04.2022 - 02.2024
- Developed and introduced implementation strategies to improve organizational efficiencies and speed to delivery by up to 75% for an early-stage startup in the PropTech space.
- Created PowerBI dashboards to automate project reporting and creation of key KPIs, such as Customer Effort Score, Speed to Delivery, Speed to Revenue Recognition.
- Reported project insights and KPIs to senior leadership to further refine the platform and build upon our product offering.
- Managed simultaneous delivery of 18 projects, ranging in timelines of one month up to 10 months.
- Devised program management plans for portfolio-level CRE accounts and helped manage scalable rollouts based on available resources and customer timeline.
Implementation Project Manager
Key2Act
04.2020 - 04.2022
- Responsible for managing 5 Signature/BOB Integration Projects, 10 Product Implementations, and 25 Proof of Concept Projects over the last fiscal year
- Train new salespeople and project managers on all Client Services tasks and responsibilities
- Train new and existing customers on functionality of the BOB platform
- Create SOWs for new projects such, POCs, BOB Implementations and Integrations
- Assist sales in selling BOB software during the sales-process
- Test new functionality in BOB, prior to release into production
- Created implementation methodologies to control project costs and meet deadlines.
HVAC Controls Engineer
Siemens Building Technologies
07.2018 - 04.2020
- Designed HVAC controls submittals to contract specifications.
- Created training modules for new Siemens DXR controllers and trained senior engineers on implementation.
- Tracked all material costs and managed hours to find cost savings within projects.
- Provided technical support to external and internal customers.
Education
Bachelor of Science - Mechanical Engineering
Miami University (Ohio)
Oxford, OH 09.2014 - 05.2018
No Degree -
Semester At Sea
Study Aboard Program 09.2015 - 12.2015
Skills
Team Leadership & Management
Capacity Planning & Operations Development
Process Improvement
5 Years Startup Experience
Analytics and SEO
Azure DevOps
Mondaycom
Zendesk
Affiliations
- Part-time YouTube SEO Manager
- Member of the Lurie's Children Hospital Charity Board
- Member of the National Society of Leadership and Success.
- Participated in the American Heart Association and Feed My Starving Children
Timeline
Head of Client Services
Cohesion
06.2025 - Current
Manager - Implementation
Cohesion
03.2024 - 06.2025
Implementation Lead
Cohesion
04.2022 - 02.2024
Implementation Project Manager
Key2Act
04.2020 - 04.2022
HVAC Controls Engineer
Siemens Building Technologies
07.2018 - 04.2020
No Degree -
Semester At Sea
09.2015 - 12.2015
Bachelor of Science - Mechanical Engineering
Miami University (Ohio)
09.2014 - 05.2018
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