Customer Success Project Management

JEREMY ALGER

Lindon, UT ***** 801-***-**** ******.******.*****@*****.***

Executive Summary

Strategic leader with 15+ years in Customer Success, Account Management, and Project Management, serving as a Head of Customer Success and excelling in client retention and satisfaction.

Leveraged a strong analytical and goal-oriented mindset with a bias towards urgent action, backed by expert level people, and project management knowledge/skillset.

Standard bearer in establishing and enforcing high standards of excellence, alongside mentoring associates to surpass client and stakeholder expectations.

Expertise in cultivating innovative ideas that contribute to organizational growth and efficiency.

Subject matter expert in establishing new Country operations, building a sales presence, and orchestrating customer acquisition start-up programs.

Pioneered new product implementation and go-to-market efforts, involving kickoff events and promotional marketing activities.

Volunteer coaching Youth Soccer and Basketball.

Skills

Soft Skills

Relationships of Trust

Goal-Oriented Planning

Effective Communication

Efficiency & Productivity Enhancement

Technical Support

Database Manipulation

Compliance Monitoring

Change Impact Analysis

Systems Implementation

Entrepreneurial Mindset

Adaptability

Collaboration

Risk Mitigation

Client Engagement

Process Improvement

Emotional Intelligence (EQ)

Experience

iPayables (now DocuPhase) Orem, Utah Mar 2014 to Aug 2024

Head of Customer Success

Provided strategic leadership to the customer success department

Managed a client portfolio encompassing over 100 different companies

Established trusted-advisor C-Level relationships, driving business for both parties empowering forward progress on product take up/penetration

Established customer Net Promoter Scoring (NPS), effectively gauging the success of our client journey and department performance

Implemented a client-first approach throughout the organization, conducting weekly calls evaluating client health/needs

Initiated upsell projects demonstrating the value of customer success from a business perspective

On a weekly cadence, reviewed client goals with Customer Success (CS) and Renewal/Retention (RR) Managers ensuring all projects are progressing, while also actively removing any internal impediments

Cross-functional team management, compensation management, and contributing to decisions regarding team structures

Managed a team of CS and RR Managers, empowering client relationships of trust while helping to expand revenue

Mentored the efforts of increased product adoption, relevant CS metrics, and rising NPS scores

Recruited, attracted, and onboarded new CS/RR team members, helping them integrate with the greater team and encouraging collaboration and learning within the department

Built deep understanding of software businesses, with knowledge of both the subscription and renewal models

iPayables (now DocuPhase) Orem, Utah

Project Manager

Weekly review of customer goals ensuring all implementation projects are on time and on budget

Wrote SQL queries to fix, update, and create reports for the customers

Worked with customers as they ‘go live’ to help them feel comfortable with the system

Max International Salt Lake City, Utah Jan 2008 to Nov 2013

Project Manager

Directed the introduction of Max International to 4 new countries, increasing sales 25% and new associates 10% in 3 years

Managed 8 countries (USA, Canada, New Zealand, Australia, Colombia, El Salvador, Singapore, Hong Kong) increasing sales 30% over 3 years

Managed product releases, promotions, and event planning

Created a variety of processes to increase efficiency and productivity

Business Process Analyst

Analyzed business and sales reports

Evaluated processes to find areas for improvement

Presented results of findings

Helped set up new process to speed up file upload

Coordinated different departments in implementing process improvements

Coordinated among departments the implementation of various new concepts and projects

QA Manager

Scheduled and supervised semi-monthly IT software iterations

Completed fully-tested software roll-outs on schedule with 100% accuracy

Created an improved software testing plan and workflow

Managed the implementation of testing plans for roll-outs

Education

BS, Political Science

Brigham Young University Provo, Utah

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