Contact

adwf9z@r.postjobfree.com

www.linkedin.com/in/willard-

jackson-jr-a5392960 (LinkedIn)

Top Skills

Instructional Design

Training

Hands-on Training

Certifications

Developing a Learning Mindset

IT Security Foundations: Core

Concepts

Marketing Your Professional Service

Willard Jackson Jr

Strategic Cyber Security Customer Success Manager, North America

Crown Point, Indiana, United States

Summary

Strategic Cyber Security Enterprise Customer Success Manager of North America, I'm a strategic and enthusiastic solution-driver, I put customers at the core of everything I do. I build and manage key client relationships as a platform and product expert, in the planning, strategy, and measurement of my client's business goals. With a proven understanding of education and client relationship management, I partner with sales teams to develop industry-specific relationships, drive revenue by negotiating and optimizing complex opportunities, and utilize data and analytics to build a consultative solution for my customers while managing 5 CSM's that include training and mentoring.

Experience

Hush Cyber Security

Strategic Cyber Security Enterprise Customer Success Manager, Global

July 2017 - Present (5 years 4 months)

Atlanta Metropolitan Area

Strategic Global Enterprise Customer Success for North America that measure, analyze, and improve the effectiveness of customer outcomes. Work closely with internal teams to identify key areas of improvement within the application as voiced by our customer. Own our knowledge base and manage the process of creating and updating content to ensure it covers all areas of product education. Conduct trainings and support sessions for new and existing customers to get them up to speed on the application and newly released features. Currently I manage several CSM's that deal with our lower tiered accounts.

Expand revenue and coach Junior CSMs to actively identify upsell and cross sell opportunities. 7+ years of experience leading teams in customer-facing capacity (e.g. Account Management, Client Success, Sales) Successful track record of managing at least $10 Million in ARR.

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Cyber Security Institute

Lead Customer Success Manager

March 2015 - July 2017 (2 years 5 months)

Atlanta, Georgia, United States

Strengthen all client relationships health post-sale by deeply embedding myself in their accounts to drive high engagement. Constantly assess "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education.

Conduct regular meetings with our customers to understand how CSI will help them meet their revenue goals.

Serve as a client advocate and work with our business development team to drive strong renewal rates, reduce churn, and generate higher wallet share. Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value.

Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements. Quickly identify accounts where usage is low, understand why and take action to increase adoption

Morgan Stanley Wealth Management

Technical Training Specialist

April 2012 - March 2015 (3 years)

Chicago, Illinois, United States

Managed training for two of Morgan Stanley’s top revenue grossing branches within a complex of 300+ employees delivering training in the form of hands on, one-on-one, virtual training, and live presentations. Partnered with Complex Management and lead the change management strategies. Scheduled training for management staff, financial advisors, and associates on technical systems such as proprietary software, Microsoft Office Suites, Salesforce, Thomson One, remote computing, mobile apps, Skype for Business, Client Video Conferencing. Designed Quick Reference Cards for the training team, shared best practices with team and clients. Proficient in Multi-tasking, adapting to change, and learning quickly to turn training around to employees. Supported several reporting systems for tracking metrics from reporting daily and monthly metrics. Troubleshoot technology and software issues in extremely high stress environment. Provided daily feedback and recap of training to participants. Mentored and trained new Page 2 of 3

Training Specialists. Became a Subject Matter Expert (SME) on any changes to the firm’s desktop and platform systems.

Auscar Inc

Senior Technical Trainer

January 2010 - April 2012 (2 years 4 months)

Greater Chicago Area

Served as a Technology Trainer on Wall Street in New York, The east coast, and southern U.S territory within the largest Financial Brokerage Firm in the world. I worked on the largest Wall Street technology platform venture to date, to combine two of the largest financial brokerage firms from Legacy Morgan Stanley and Legacy Smith Barney to a seamless technological platform on a global scale.

Consulted the top Sales Executives in the world to incorporate the latest technology within their book of business to drop more tickets, as well as managed business to increase a higher revenue stream for them as well as their clients.

Worked closely with End Users Support reporting teams to provide information to the Service Delivery Managers offices (e.g., stability, equipment utilization, tickets and ticket aging, etc.)

Education

Chicago State University

Bachelor of Arts (B.A.), Political Science and Government Governors State University

Master of Public Administration - MPA

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