Travis Jackman
Summary
Dynamic leader with a proven track record of finding a current solution to enhance customer success while driving significant revenue growth. Mastered cross-functional coordination, achieving an 80% close rate for enterprise solutions. Skilled in leveraging customer feedback to help align product roadmap priority centered around revenue and growth.
Overview
11
11
years of professional experience
Work History
Global Solutions Engineer
Jolt Software
05.2019 - Current
- Successfully Collaborated with Jolt executives and department heads during a year and a half proof of concept for the largest QSR brand in the world with an ARR of $2.1 Million with another $1 Million ARR added from additional feature upsell the following fiscal year
- Within 13 months targeted and closed our second largest Enterprise Account by partnering with the Director of Enterprise Sales from 1st franchise group to corporate mandate for all 2,500 stores
- Lead and closed a 7 month Proof of Concept and liaison between VP of product and client with new feature design and implementation
- Worked with Sales, Customer Success and Product to help add an additional $1.5 Million upsell from current/new feature expansion
- Worked closely with sales and product executives to sign and implement new verticals and implement new technical products
- 80% close rate for Proof of Concepts for enterprise corporations and new verticals
- Collaborated with customer success and development to help onboard 50% more customers in 75% less time due generic and customer specific onboarding materials and flows
Manager of Customer Success
Jolt Software
05.2018 - 05.2019
- Managed and grew a team from four to eight agents
- Created Custom Salesforce objects for my team and other departments for consistent processes
- Increased implementation percentage from unknown to a baseline of 75% to an average of 90% each month by aligning sales promises with implementation process and sharing best practices with sales
- Collaborated with development to help CSMs have more visuals into book of business data to identify key accounts trending towards churn
- Created a process to find success/churn trends within our customer lifecycle and met with Sales and Product on how to impact those numbers
- Implemented WalkMe to help automate generic walkthroughs to speed up implementation with custom in app walkthroughs after reviewing AB test results
Customer Success Team Lead
Jolt Software
10.2017 - 05.2018
- Transitioned company and department to Salesforce as CRM
- Created a gamification model by analyze top performers daily, weekly and monthly activities
- Created a process to gather, analyze and share customer's best practices from our customer base to sales and customer success team
- Total of eight direct reports split from CSMs and Customer Support Specialists
- Increased satisfaction rating from 83% to 98% within six months
- Improved Churn from 2.04% to 1.11%
Customer Success Manager
Jolt Software
01.2017 - 05.2018
- Implemented our two largest customers of 70 sites, single franchise organization and 300+ multi franchise enterprise brand
- Designed and created new follow up playbook which lead to a new record of avg contacts per week
- Worked with single location franchise owners from a bottom up approach to close corporate Merlin Entertainment which locked in $300K ARR
Ecommerce Sales Manager
RTS Brands Flow Wall Division
07.2016 - 01.2017
- Manage and maintain the direct to consumer website of Flowwall.com, with an emphasis in growing the brand awareness and increasing sales
- Increased average bi-weekly promotional revenue by an average of 25%
- Using Netsuite (CRM) to manage the front end of the direct website
- In the process of implementing a new naming convention to eliminate product confusion
- Increased lead conversion by creating and implementing Netsuite as an LMS and track lead flow
Customer Experience and Sales Manager
Traeger Wood Pellet Grills
07.2015 - 03.2016
- Focused on the overall customer's experience and communicated the customer feedback with the product and marketing departments
- Implemented a customer experience focused department strategy instead of the previous revenue-focused department
- Successfully transitioned and combined the Oregon customer service department with the Utah sales department
- Maintained the dealer locator page and oversaw the direct social media responses
- Placed promotional and influencer orders while ensuring all their Traeger needs were met
- Overversaw the 15 million dollar infomercial campaign by weekly reporting, call listening and quarterly traveled for in person training
- Handled all the responsibilities of the Inside Sales Manager
Inside Sales Manager
Traeger Wood Pellet Grills
01.2015 - 07.2015
- Led a team of 20 agents and reported KPI's to the Director of Inside Sales
- Integrated and used Salesforce (CRM) and Insidesales (LMS) to increase sales revenue from 1.5 million to 5.4 million in the 6 months
- Continually ran AB tests to find the life of a lead
- Increased lead conversion by 20% by optimizing lead flow and lead specialization
- Daily monitored live/recorded calls for sales training, customer care and QA
- Reported department's bonus and commission to the accounting department
- Resolved all escalated calls, chats and emails focusing on first call resolution
Inside Sales Rep
Traeger Wood Pellet Grills
11.2013 - 12.2014
- Explained, pitched and followed up via phone, email and chat to potential customers with the intent to sell the world's original wood pellet grill
- I was the first agent in a new and infant inside sales department
- Created our sales pitch with a foundation from the outside sales rep's pitch
- Figured out how to transition our customer service chat solution into sales and lead generation
Education
B.S. - Economics
Utah Valley University
Skills
- Technical training
- Customer feedback
- Customer support
- Business process improvement
- Requirements gathering
- Technical documentation
- Cross-functional coordination
- Performance criteria tracking
- User acceptance testing
Special And Personal Interests
I love spending time with my family, playing board games and listening to any book written by Steven Levitt, Malcolm Gladwell, and Jocko Willink. Over the last year begun to learn Javascript and React to better speak with developers and to speed up the bug troubleshooting process.
References
References available upon request.
Timeline
Global Solutions Engineer
Jolt Software
05.2019 - Current
Manager of Customer Success
Jolt Software
05.2018 - 05.2019
Customer Success Team Lead
Jolt Software
10.2017 - 05.2018
Customer Success Manager
Jolt Software
01.2017 - 05.2018
Ecommerce Sales Manager
RTS Brands Flow Wall Division
07.2016 - 01.2017
Customer Experience and Sales Manager
Traeger Wood Pellet Grills
07.2015 - 03.2016
Inside Sales Manager
Traeger Wood Pellet Grills
01.2015 - 07.2015
Inside Sales Rep
Traeger Wood Pellet Grills
11.2013 - 12.2014
B.S. - Economics
Utah Valley University
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