PHILLIP J. BRADSHAW
Austin,Tx
Summary
Talented, reliable and proactive Customer Success Manager with over 10 years of experience in the SaaS industry. Enthusiastic about helping my company achieve success and growth.
Overview
13
13
years of professional experience
Work History
Enterprise Onboarding Manager
Kojo
Austin, Tex
01.2024 - Current
- Manage and maintain implementation project plans for enterprise level customers
- Collaborate with product, executive and engineering stakeholders to drive completion of Kojo adoption and usage.
- Develop unique workflow solutions per client requests and needs to ensure product satisfaction.
- Regularly conduct onsite customer trainings in effort to drive high adoption rates. Training employees from the field, to the office and executive level.
- Maintain position as team mentor and trainer. Ensuring implementation standards across CS team.
Customer Success Onboarding Team Lead
Kojo
Austin, Tex
05.2023 - 01.2024
- Provided leadership and guidance to team members, ensuring that high standards were met in implementation phase.
- Conducted performance reviews for team members, providing feedback and identifying areas of improvement.
- Trained all new hires to ensure optimized knowledge of the Kojo product.
- Maintained high success rate in customer implementation of the Kojo product.
- Organized regular meetings with product stakeholders to ensure Kojo product development met client needs.
- Identified opportunities for team process improvements, implementing changes when required.
- Held regular one-on-one mentoring sessions with team members to facilitate professional development.
Sr. Customer Success Manager - Onboarding
Kojo
Austin, TX
10.2022 - 05.2023
- Created personalized onboarding experiences for new customers, including setting up goals and objectives, and providing best practices advice.
- Provided guidance on how to use Kojo in order to maximize value from it.
- Provided leadership, insight and training to newly hired employees.
- Drove customer escalations to resolution by engaging directly with various product stakeholders.
- Conducted onsite trainings alongside new employees to ensure customer success.
Customer Success Manager- Onboarding
Kojo
Austin, TX
10.2021 - 10.2022
- Created organization wide onboarding framework, plan and strategy.
- Provided customer onboarding and training to ensure successful Kojo adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Collaborated with cross-functional teams to champion customer product requests and solutions.
Customer Engagement Manager
Marin Software
Austin, Tx
11.2015 - 10.2021
- Proactively onboard and drive platform adoption across accounts operating in a variety of industries and verticals
- Collaborate with customer and internal product team to ensure goals and strategic success benchmarks are aligned
- Collaborative initiatives/projects include: Integrating offline data into Marin platform to be used towards optimization for a diversity of clients, Lead creation of custom reports essential to my client's and their stakeholder's reporting needs, Advocate for the integration of native campaign and ad types currently unsupported by the Marin platform
- Maintain platform and industry expertise to guarantee customer realizes full value of our services and product (see certification section)
- Key role in creating Customer Engagement team onboarding guidelines, timeline and best practices: Revitalized client facing Bidding 101 & 201 Automation, Reporting and Optimization training tutorials, Created bidding automation guidelines for internal team
- Nurture solid customer relationships in effort to increase retention rate across book of business
- Maintained 96% retention rate of key customer accounts throughout previous 8 quarters
- Worked alongside Learning and Development team to create interactive, in platform tutorials around Marin's optimization features.
Client Advisor
Marin Software
Austin, Tx
11.2015 - 12.2018
- Provided search and social platform technical support
- Conducted in person trainings and created tutorials for Support team, including: bidding automation, cross-channel platform features and troubleshooting
- Acted as subject matter expert in bidding optimization and Marin's Social network platform
- Performed in hybrid role as Support Specialist/Onboarding Engagement Manager.
Account Manager
uShip Inc.
Austin, Tx
04.2013 - 07.2015
- Managed and trained large accounts towards continuous success on uShip platform
- Performed as liaison between private shipping customer and auto-brokers to facilitate successful delivery of thousands of automobiles
- Acted as advocate for customer product feature requests and needs
- Pioneered uShip's published rates shipment booking feature alongside core book of business.
VIP Customer Support Representative
uShip Inc.
Austin, Tx
10.2011 - 03.2013
- Provided phone and email support to uShip's elite members
- Hosted in office visits for uShip's elite members
- Created rewards program for VIP accounts with mission to drive platform loyalty
- Revamped uShip's phone messaging systems.
Customer Support Representative
uShip Inc.
Austin, Tx
03.2011 - 10.2011
- Provided exceptional phone and email support to uShip's members.
Education
Bachelor of Arts in English Writing and Rhetoric -
St. Edward's University
12.2010
Skills
- Effective Communication
- Problem-Solving
- Team Collaboration
- Performance Tracking
- Teamwork and Collaboration
- Hiring and Onboarding
- Decision-Making
- Adaptability and Flexibility
Core Software Competencies
- Microsoft Office Suite
- Salesforce
- JIRA
- Front
- ChurnZero
- Slack
References
References available upon request.
Timeline
Enterprise Onboarding Manager
Kojo
01.2024 - Current
Customer Success Onboarding Team Lead
Kojo
05.2023 - 01.2024
Sr. Customer Success Manager - Onboarding
Kojo
10.2022 - 05.2023
Customer Success Manager- Onboarding
Kojo
10.2021 - 10.2022
Customer Engagement Manager
Marin Software
11.2015 - 10.2021
Client Advisor
Marin Software
11.2015 - 12.2018
Account Manager
uShip Inc.
04.2013 - 07.2015
VIP Customer Support Representative
uShip Inc.
10.2011 - 03.2013
Customer Support Representative
uShip Inc.
03.2011 - 10.2011
Bachelor of Arts in English Writing and Rhetoric -
St. Edward's University
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