STEPHEN T. JONES
San Francisco,CA
Summary
Results oriented transformation leader with a collaborative nature to coach, consult and manage cross functional teams to produce positive results. Delivers high value and measurable business results through product vision, roadmaps, governance and solutions. Customer success expert with business acumen, technical knowledge and proven track record of customer retention and growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Qualified Success Architect
Qualified
SAN FRANCISCO, CA
11.2021 - Current
- Consult with CMO and CROs on go to market strategy to leverage conversational sales and marketing to drive revenue growth
- Onboard and build optimal architecture for Qualified's top customers.
- Conduct KPI reviews to ensure value realization
Director, Customer Success Manager
Salesforce
San Francisco, CA
01.2014 - 11.2021
- Drive long term customer success, customer growth and retention with Salesforce's largest accounts
- Drove customer value realization with Increased sales revenue by 60% and reduced average call handle time by 15% and annual run rate save of over $10M
- Build partnerships and trust across the board from C-Suite to drive value and accelerate realization of business and technology objectives
- Develop roadmaps and action plans to create mutual success for performance, technical debt, governance and other priority areas based on business priorities
- Develop shared corporate vision of Salesforce platform and create buy-in to turn vision into execution to create measurable positive business results.
Sr. Product Team Manager
Charles Schwab & Co, Advisor Services
San Francisco, CA
01.2013 - 01.2014
- Led introduction as Chief product owner of Schwab OpenView Mobile, white label financial and social application for Registered Investment Advisors clients
- Directed customer facing relationships for client insight, feedback and pilot from initial group of 20 customers
- Articulate communication and presentation to C-Level executives of product strategy, roadmap, and status/issues to secure multi million dollar budget
- Drive product strategy, architecture, user design and cross team collaboration for launch of new product, delivering on time and over achieving adoption targets by 10%
- Create alignment between cross functional teams and lines of business to solution cross functional issues
- Vendor selection, contract negotiation, driving to positive outcomes and impactful product integration with leadership, collaboration and partnership.
Sr. Product Team Manager
Charles Schwab & Co, Advisor Services
San Francisco, CA
01.2011 - 01.2013
- Created vision and led team to execute implementation plan for Schwab OpenView Gateway technology platform including user interface design and web service design with client experience focus to deliver high quality platforms for advisors
- Launched Schwab's first Salesforce AppExchange listing for Registered Investment Advisors which resulted in significant partner marketing campaign and endorsements by respective CEO and CIOs during 2012 Dreamforce keynote
- Grew and managed library of 25+ APIs including authorization protocols, for integration by partners to develop technology solutions to support program goals
- Directed product engineering and architectural teams through requirements, POCs to production
- Led direct client feedback sessions and built relationships with customers for product insight and collection, and input into product backlog, including, market research, competitive information and metrics to identify trends, develop actionable business insights, spot opportunities for improvement and anticipate potential downstream impacts.
Sr. Product Manager
Charles Schwab & Co, Investor Services
San Francisco, CA
01.2006 - 01.2011
- Led enterprise Oracle Sales CRM and Business Intelligence product management strategy, design and execution with long term vision to rollout, increased daily user adoption by 2x
- Increased CRM ROI by 3x by designing metrics to drive the business and provide actionable information to increase revenue generating activities
- Leadership in data warehouse strategy and design, dimensional modeling to support technical team, including project management, data profiling, modeling, data flow, mappings and governance
- Identified and introduced positive organizational behavioral change via alignment with the c-suite to standardize and embrace best practices
Product Manager
Charles Schwab & Co, Investor Services
San Francisco, CA
01.2004 - 01.2006
- Strategized development and direction of business initiatives for structure of account, client and household relationships for marketing purposes
- Developed and documented business rules through extensive business process and data analysis
- Managed development from inception to implementation integration of new data feeds and supporting technology through partnership with technical team.
Project Manager
Tele Atlas
Menlo Park, CA
01.2002 - 01.2004
- Led development and production for market driven map database content in mobile, desktop and enterprise solutions
- Successful management and execution of multi-million dollar database production and integration projects, including product development, scope, budget, schedule
- Partnered with sales and marketing to identify and prioritize customer needs and requirements.
Education
Certified Scrum Product Owner -
Scrum Alliance
Management Information Systems
Golden Gate University
San Francisco, CABachelor of Arts - Politics and Government
Ohio Wesleyan University
Delaware, OHSkills
- Leadership
- Project Management
- Strategic account development
- Account management
- Analytical problem solver
- Technical consulting
Certification
Certified Salesforce Professional - Admin, Adv Admin, Platform App Builder, CPQ Specialist, Marketing Cloud Admin
Timeline
Qualified Success Architect
Qualified
11.2021 - Current
Director, Customer Success Manager
Salesforce
01.2014 - 11.2021
Sr. Product Team Manager
Charles Schwab & Co, Advisor Services
01.2013 - 01.2014
Sr. Product Team Manager
Charles Schwab & Co, Advisor Services
01.2011 - 01.2013
Sr. Product Manager
Charles Schwab & Co, Investor Services
01.2006 - 01.2011
Product Manager
Charles Schwab & Co, Investor Services
01.2004 - 01.2006
Project Manager
Tele Atlas
01.2002 - 01.2004
Certified Scrum Product Owner -
Scrum Alliance
Management Information Systems
Golden Gate University
Bachelor of Arts - Politics and Government
Ohio Wesleyan University
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