Customer Success/ Implementation Management

Jared T. Myers

Enterprise Customer Success Manager Technical Account Management SaaS

Implementation Expert Project Management Remote Leadership Winter Haven, FL ***********@**.*** 321-***-**** LinkedIN

Summary

Led over 40 SaaS projects for field service companies, delivering mobile platforms that simplified scheduling, billing, and tech coordination. Directly responsible for onboarding, integrations, and keeping clients live, engaged, and expanding. Fixed failing accounts, rebuilt processes, and kept churn low. Repeatedly promoted at Apple for solving high-stakes issues and earning trust with tech- savvy customers. I apply technical depth, common sense, and real accountability to every project I touch.

Core Competencies

• Customer Success Leadership – Drove onboarding, adoption, and retention strategies for 40+ SaaS clients; rebuilt implementations to recover at-risk accounts

• API & Platform Integration – Integrated solutions like QuickBooks, Twilio, HubSpot, and Shopify with custom mobile and desktop platforms; coordinated across international teams

• CRM & Mobile App Deployment – Managed full-cycle implementation of CRM and field-service apps, including admin setup, permissions, and user training

• Cross-Functional Project Management – Scoped technical requirements, aligned developers, and maintained QA/testing workflows across time zones

• Stakeholder Communication – Delivered tailored progress reports and solution briefs to C-level execs and technical teams

• Cloud & Security Awareness – Working knowledge of AWS, Azure, and GCP fundamentals; experience with SSO, Azure AD, Jamf, and mobile device management Experience

MobiWork LLC – Remote

Customer Success & Project Manager

Mar 2023 – May 2024

• SaaS for Field Services (HVAC, Utilities, Construction)

• Owned the full post-sale lifecycle for 40+ field service clients, beginning with 1:1 onboarding for account admins and guiding them through a 6-week adoption program covering system configuration, user permissions, and workflow setup.

• Led weekly check-ins and granted direct support access to ensure real-time resolution, alignment on feature use, and confidence in platform value.

• Acted as liaison between clients and international development teams, translating business needs into technical specs for Shopify, QuickBooks, and Twilio API integrations.

• Personally designed and deployed digital field forms using Adobe, mapped data fields to the platform backend, and trained customers on mobile-first workflows.

• Scoped, configured, and documented advanced setups such as customer portals linked to Shopify storefronts, streamlining end-user access and ordering.

• Rebuilt internal intake workflows for customer success using a proprietary CRM and ticketing system, introducing a priority matrix that improved response clarity and resolution accuracy.

• Maintained detailed internal documentation on each client to enable cross-functional team support and seamless project continuity.

• Rescued at-risk accounts through revamped onboarding, personalized follow-ups, and proactive upsell conversations targeting underutilized features. Aerospace Marketing Group – Remote

Customer Success Manager

Mar 2022 – Sep 2022

• CRM SaaS for Aviation & Defense

• Managed onboarding, training, and renewal workflows for 50+ aviation clients using Aviation Week's SaaS CRM, including defense contractors and airport operators

• Customized ACT and Salesforce instances to reflect customer-specific operations, improving CRM adoption and reporting accuracy across teams

• Supported revenue operations by joining technical demos and trade expos, identifying gaps in client CRM usage and proposing tailored upgrades

• Maintained an 85% retention rate during a high-churn transition period by proactively addressing customer frustrations and aligning product features to client workflows Apple Inc. – Boca Raton, FL

Tier 3 Technical Support & Sales

Aug 2014 – Sept 2021

• Handled high-priority technical escalations for enterprise and small business clients using AppleCare; specialized in diagnosing hardware, software, and connectivity issues across iPhone, iPad, MacBook, and macOS systems

• Worked directly with repair vendors, Genius Bar technicians, and AppleCare Engineering to resolve cases requiring board-level repairs, advanced diagnostics, or account-level intervention

• Built and delivered onboarding training that reduced new hire ramp time by 30%, focusing on tools like MobileGenius, GSX, and Repair Central

• Consistently maintained 97%+ CSAT scores over 7 years through patient troubleshooting, accurate fixes, and follow-up

• Collaborated with store leadership to redesign the in-store triage process, cutting customer wait times by over 20% during peak periods

• Cross-trained in both technical repair and sales roles; frequently consulted during product launches for complex upgrade scenarios or business purchases Education/Certifications

(2024-2025)

• CompTIA Cloud+ (CV0-004), Security+, Network+, A+

• AWS Certified Cloud Practitioner

• Google Project Management Certificate

• High School Diploma

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