Kraig H. Wilson

ad1wz3@r.postjobfree.com

602-***-****

PROFESSIONAL EXPERIENCE

Isos Technology May 2018-June 2023

Customer Success Manager October 2020- June 2023

Responsible maintaining and growing account revenue for current customer base. Act as primary contact for new customer engagements to ensure the proper licenses and resources are in place to complete the engagement. Reinforce the use of the Atlassian applications and using Isos resource to maintain and grow adoption within the organizations.

● Identify accounts using data from Atlassian to increase adoption of the tools and positioning Isos Technology as partner to assist with implementations

● Hold initial and subsequent discovery calls with customers to identify opportunities for new implementations, migrations, or need continual support for their Atlassian applications

● Conduct quarterly business reviews with C-Level Executives to align on business goals for their organization to ensure Isos Technology and Atlassian would help achieving those goals

● Review key metrics with the customers to show current utilization and how to increase productivity with their organization

● Discuss increasing revenue through using Atlassian applications and expanding the footprint within their organization

● Use data from customer’s environment to make recommendation on add-ons or additional systems to help achieve company goals

● Achieved 95% renewal rate for licenses even with increase in pricing from Atlassian over the past 12 months

● Achieved 110% of revenue goal over the past 12 months while standing up the Customer Success Team internally

Support Functional Lead/Pacific Team Lead May 2018- October 2020 Was responsible for managing and implementing Atlassian Software (JIRA, Confluence, Bitbucket) for 10 to 12 customer relationships. Acted as the primary point of contact for all system outages, project configurations, and product renewals for Atlassian. Was the driving force for establishing a business presence for Isos Technology in Southeast Asia to offer off hours support to enterprise customers

● Held bi-weekly check-in calls with clients to discuss ongoing projects and needs for their business

● Developed internal documentation to help onboard new employees to better assist with customer issues and project configurations

● Developed bi-annual licenses audit process for customers to increase license renewals for existing customer contracts

● Achieved 100% renewal rate for all existing customer contracts in my book of business.

● Established business operations in Cebu, PH for off hour support for US based companies

● Acted as primary business liaison between Isos Technology and Philippine Government

● Remotely Manage 3-4 engineers and Managed Service Representatives in Cebu, PH Yodle, Inc./Web.com August 2012-March 2018

Client Service Project Manager October 2015-March 2018 Was responsible for creating and managing the customer experience with Yodle/Web.com's Client Services team. Ensured all managers and CS agents were trained and had the most updated information and metrics to make informed decisions that could have the greatest impact for our customers and our business.

● Developed inbound, outbound call scripting, email copy, and internal processes for our PPC, SEO, and retention marketing products to serve over 50,000 customers.

● Increased Unit Save rate from 56% to 60% with our Lighthouse 360 product with competitor specific rebuttals to aid in the save process with customers.

● Improved the client onboarding rate from 65% to 80% monthly through improved onboarding experience and cadence of touch points.

● Created and presented performance focused, educational materials aimed at maximizing client satisfaction and performance metrics.

● Tested new service scripting products with live clients before releasing to the organization.

● Worked on cross-functional teams to help bring new product and project initiatives to launch. Senior Customer Success Consultant January2014-October 2015 Helped with the onboarding process and trained new offices on how to best use the Lighthouse360 product. Ensured that all new set ups were done properly, and all issues/questions are resolved prior to message activation. Managed a team of both inbound and outbound specialists who supported the software platform.

● Handled client support calls for inbound, outbound and retention while still acting as a Senior on the CSC Team.

● Supported a team of 8-10 consultants to ensure all metrics were met month-over-month and provided ongoing support to over 3,000 new and existing clients.

● Helped scale the business from 2,000 customers to 10,000, all while improving NPS scores from

+50% to +60%, Unit Save Rates from 35% to 50%.

● Created content specific to upselling customers on additional consumables to help with patient retention.

● Conducted online, trainings for dental offices, chiropractic offices, and auto shops to ensure all pertinent staff members had a working knowledge of the platform.

● Selected to a cross-departmental team tasked with assessing and integrating Yodle’s acquisition of Lighthouse 360 and preparing to scale this new product and onboarding experience. Search Marketing Consultant August 2012-January 2014 Helped establish and maintain a partnership with clients in a variety of different segments. Responsible for managing a book of business of over 150 accounts with annual spend of over $1 million. Increased revenue of the book of business through upselling and adding different PPC products to their account. Proactively reached out to clients to review the overall performance of their online marketing campaign.

● Optimized and made advertising recommendations to clients to maintain the highest performance for all accounts.

● Identified areas of concerns, proposed and implemented solutions to ensure the highest customer service to the clients in my book of business.

● Identified accounts that were performing well and upsold on ads or different performance products and increased revenue by $250K annually.

EDUCATION

Arizona State University Tempe, AZ May 2009-June 2013 Communications

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