Customer Success Project Manager

Jason Walker

860-***-**** ********@*****.***

Overland Park, Kansas 66213

https://www.linkedin.com/in/jason-cw-walker

SUMMARY

Dynamic and accomplished Customer Experience Director and Program/Project Manager with extensive experience leading transformative initiatives that drive customer satisfaction, retention, and successful program execution. Highly adept at leveraging SaaS, ERP, CRM systems, and key metrics to enhance operational efficiency, streamline processes, and drive revenue growth. Demonstrated history of building and mentoring high-performing teams, delivering significant customer success outcomes, and fostering deep customer relationships for long-term success. Aligned with your values of empathy, innovation, and impact, I am excited to bring my leadership in customer success and strategic insights to your team.

WORK EXPERIENCE

ConnWalk Corporation

Director of Operations

Overland Park, KS 2015 - Present

-Increased brand visibility by 25% for national chiropractic franchises through strategic marketing initiatives.

-Boosted sales and revenue by 15% for Texas-based chiropractic clinics through brand analysis and marketing strategies.

-Provided strategic oversight for four Texas clinics, guiding operational and growth strategies.

-Directed the Revenue Cycle project, achieving a 25% increase in revenue, totaling over $500,000

-Implemented cost-control measures, optimizing billing systems and enhancing profitability for a national clinic chain.

The Joint Chiropractic

Advisor

Overland Park, KS 2015 – Present

-Contributed to the successful transition of the franchise from a private startup to a publicly traded company.

-Provided in-depth analytics on customer retention and engagement strategies.

-Advised on marketing campaigns that enhanced client retention and boosted customer loyalty.

Archer Integrated Risk Management (Formerly RSA, DELL)

Director of Customer Experience

Overland Park, KS 2021 - 2024

-Launched Voice of the Customer and Customer Success Programs, reducing churn by 25% while increasing loyalty.

-Designed and led NPS, CSAT, and CES survey processes, driving NPS improvement from -36 to +18 in one year.

-Led high-impact projects utilizing data analytics from Clari, Salesforce, ServiceNow, Khoros, and Qualtrics, enhancing customer success outcomes and building strong client relationships.

-Boosted customer adoption by 15% and satisfaction by 20% through strategic collaboration with Services, Product Owners and Account Management.

Ellucian

Senior Program/Project Manager

Reston, VA 2017 - 2021

-Led strategic ERP initiatives in higher education, improving student retention through agile and waterfall methodologies.

-Drove 25% user adoption increase and a 10% boost in revenue through SaaS solution promotion.

-Increased project profitability by 20% by strengthening client partnerships and optimizing project execution.

-Managed large-scale software implementations, enhancing completion rates and customer satisfaction.

Blue Cross Blue Shield Kansas City

Project Director (through Adams Gabbert)

Kansas City, MO 2015 - 2017

-Implemented marketing initiatives that increased customer engagement by 15%.

-Optimized budget allocation, reducing project costs by 10%.

-Led cross-functional teams in product launches, achieving a 30% market penetration increase.

Cerner

Senior Engagement Leader

Kansas City, MO 2012- 2015

-Led ERP implementations across U.S. healthcare facilities, managing teams of up to 25 professionals.

-Facilitated software licensing upsells for Oracle ERP, PeopleSoft, and Workday solutions.

-Managed $35M budgets, optimizing resource allocation and increasing profitability.

The Hartford

Senior Business Analyst and Project Manager

Hartford, CT 2006 - 2012

-Directed operations for ERP Financials, HR, and SCM systems, ensuring seamless performance.

-Led $4M PeopleSoft upgrade projects, overseeing scope, planning, and execution.

-Managed a seven-member team and coordinated with offshore consultant efforts.

NAIC (National Association of Insurance Commissioners)

ERP Change Control Manager

Kansas City, MO 2001-2006

-Managed PeopleSoft ERP HR and Financials deployments, reducing change-related issues by 95%.

-Developed Risk-Based Capital (RBC) reports, enhancing financial transparency and regulatory compliance.

-Acted as a Database Administrator, ensuring smooth system operations.

EDUCATION

Friends University - Wichita, KS

-Master of Science Management Information Systems

-Top Scholar Recipient for Graduating Class with a GPA: 4.0

Kansas State University - Manhattan, KS

-Bachelor of Science, Business Administration and Management

-Human Resource Management and Management Information Systems

CERTIFICATIONS

Project Management Institute

-Project Management Professional (PMP)

-PMP Number: 228646

SKILLS

Leadership & Collaboration: Executive Leadership, Cross-functional Team Management, Client Relationship Management, Vendor Relationship Management, Communication

Customer Success: Customer Experience Strategy, Retention & Loyalty Programs, Voice of the Customer Programs, Technical Summits

Project Management & Operations: Program Management, Process Optimization, Cost Reduction Initiatives, PMP Certification, Waterfall, Agile

Technical Skills: SaaS, CRM, ERP, Salesforce, Qualtrics, ServiceNow, Jira, Gainsight, Oracle ERP, PeopleSoft ERP, MS Project, Clari, Khoros Community, Google Sheets, Workday, SQL, SAP

Strategic Analytics: NPS/CSAT/CES Analysis, Metrics-Driven Decision-Making, Data-Driven Insights

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