Discover the rich tapestry of my 14-year journey in technology, encompassing customer success, support, and sales.
Contact Me: jondpfeiffer@gmail.com
SUMMARY
PROFESSIONAL SUMMARY:
- 14 Years of Tech Experience: A comprehensive career spanning over a decade in technology, focusing on customer success, support, and sales.
- Growth and Innovation: Proven track record in driving business growth and fostering innovation within the tech industry.
Leadership in Customer Success: Expertise in leading teams towards excellence in customer support and relationship management. - Strategic Sales Expert: Skilled in developing and executing sales strategies that amplify revenue and market presence.
- SaaS and Communication Proficiency: Adept in SaaS methodologies and effective communication, essential for navigating the dynamic tech landscape.
- Operational Excellence: Demonstrated ability to optimize operations for efficiency and cost-effectiveness.
CLIENTS WORKED FOR
Celebrating a Spectrum of Clientele in My Professional Journey
In my dynamic 14-year career, I’ve had the privilege of working with a wide range of esteemed clients across various industries. From tech giants to luxury brands, each collaboration has been a unique opportunity to apply my expertise in customer success, support, and sales. I’m proud to highlight some of these remarkable partnerships:
- Tech and Media Leaders: Amazon, IBM, Walt Disney, T-Mobile, and Zoom.
- Financial Powerhouses: Charles Schwab, Wells Fargo, US Bank, and Rocket Mortgage.
- Healthcare and Retail Giants: CVS, United Health, Optum, and Procter & Gamble.
- Automotive Excellence: BMW and Lamborghini, symbols of innovation and luxury in the automotive world.
- Luxury Brands: Working with Louis Vuitton and Nike, I’ve embraced the challenge of aligning tech solutions with luxury consumer
- Luxury Brands: Working with Louis Vuitton and Nike, I’ve embraced the challenge of aligning tech solutions with luxury consumer expectations, enhancing their customer engagement and satisfaction.
- Iconic Automakers: My experience with Lamborghini and BMW has allowed me to delve into the high-end automotive sector, contributing to their customer success strategies with innovative solutions.
These collaborations reflect not only the diversity of my professional experience but also my ability to adapt and thrive in various industries. Each client has contributed to my understanding of different market dynamics, enriching my skills and expertise.
SKILLS OVERVIEW
Skill Overview: A Blend of Expertise for Holistic Success
- Customer Success Mastery: Deeply experienced in creating and nurturing lasting client relationships, ensuring customer satisfaction and loyalty.
- Sales Leadership: Proven track record in driving sales growth, from strategy development to execution.
- Strategic Support: Expert in providing top-tier support, resolving complex issues, and improving overall customer experience.
- Team Building & Management: Skilled in assembling, leading, and inspiring teams to achieve collective and individual goals.
- Budget and Operational Management: Adept in budgeting and optimizing operations for efficiency and cost-effectiveness.
- SaaS and Communication Proficiency: Highly proficient in SaaS technologies and effective communication, vital in today’s tech-driven world.
This summary not only showcases your skills but also paints a picture of your comprehensive approach to professional challenges.
EXPERIENCE
Manager, Technical Account ManagementManager, Technical Account Management Own Company · Own Company · Full-time Mar 2022 - Jan 2024
Direct team of nine direct reports to effectively manage high-profile Strategic and Enterprise accounts. Proved oversight to an additional 39 accounts, overseeing a combined revenue of $39M. Report directly to the C-Suite to drive innovation and scale the organization. Foster strategic partnerships with Enterprise C-Suites, presenting and sharing best practices in various enterprise applications like Salesforce, AWS, and ServiceNow to ensure growth and success.
– Oversaw and facilitated the expansion of a team from five to 35 employees globally.
– Pitched the Technical Account Management (TAM) services to the Vice President of Technology at Walt Disney using persuasive PowerPoint presentations, addressing technical challenges, and demonstrating the value of having a Technical Account Manager, effectively showcasing the services and solidifying the value proposition to a key executive stakeholder and help to close Walt Disney.
– Increased Technical Account Management (TAM) team’s revenue from $1.9M to $6.8M between 2022 and 2024 by leading, delivering captivating presentations, and effectively collaborating with the sales team and C-suite to refine and execute a strategic approach for identifying and capitalizing on sales opportunities.
– Achieved a 100% CSAT in the Technical Account Management (TAM) sector and a 92% NPS score by driving the implementation of CSAT and NPS to gauge customer satisfaction, establish objectives, goals, and strategies, and define roles and responsibilities through coordination with executives and committees.
– Created a 90-day onboarding plan for new hires, ensuring successful integration into the company by defining and administering clear success criteria, objectives, goal-setting process, mentoring, training, app access, reviews, and a final presentation after 90 days.
Customer Support/Success Operations ManagerCustomer Support/Success Operations Manager Northwestern Mutual · Northwestern Mutual · Jun 2020 - Mar 2022
- Spearheaded three direct reports and a team of 40 to deliver superior customer satisfaction. Fostered a culture of mentorship and continuous staff development while leveraging innovative technologies to enhance team performance to increase sales opportunities, renewals, customer retention, upsells, and overall success. Led expansion of the customer success department, successfully overseeing a budget and strategically handling 100 applications. Maintained regular communication with C-level executives to align departmental goals with organizational objectives.
- Orchestrated the successful integration of Zendesk and ServiceNow, valued at a total investment of $1.2M, enhancing capacity to cater to customer requirements, optimize processes, and excel in sales performance, renewals, and customer retention.
Head of Customer Support/Success . Quicket Solution . 2019 - Jun 2020
Managed and supervised a team of five direct reports and a staff of 25 in charge of fulfilling workforce recruitment and training requirements to match the needs of the organization. Oversaw team expansion by utilizing various metrics and tools, such as ServiceNow, Zendesk, Automation, Zoom, and Jira, to optimize operational effectiveness. Optimized the utilization of Zendesk, Jira, and Slack to improve customer interactions and enhance the sales experience. Implemented various tools to measure customer satisfaction (CSAT), conduct surveys, provide automated chat, phone, and email support, and manage customer experience effectively.
– Achieved 92% customer satisfaction rating, supporting customer retention and upselling opportunities.
– Drove a 70% increase in team productivity by influencing sales opportunities, renewals, customer retention, upsells, and overall sales experience through strategic reporting and staff development.
– Led deployment of a suitverse of productivity software, including Zendesk, Jira, Zoom, and Asana, to automate processes for tracking and enhancing Customer Satisfaction (CSAT), automate case management, maintain high Net Promoter Score (NPS) and CSAT percentages, optimize the workforce, and reduce the need for additional hires without compromising service quality and efficiency.
– Played a vital role in defining and implementing structured processes and procedures to strategically streamline operations, enable sustainable scaling, and foster future expansion for the company’s growth and organizational development.
Technical Support Analyst II . Protective Life . 2018 - Jan 2019
Managed an Agile team of 10 to oversee the day-to-day operations. Led compliance with Service-Level Agreements (SLAs) by effectively utilizing ServiceNow to manage connectivity, profiles, permissions, system performance, and user training, ensuring exceptional customer experiences.
– Contributed to essential improvements within the desktop virtualization scenario, consistently exceeding SLA objectives by managing email and ticketing systems proactively, resulting in an 80% user satisfaction rate.
– Boosted operational efficiency by 70% and increased the customer success score by 25% by establishing feedback loops and distinct communication channels, displaying elevated service and engagement.
Technical Support Analyst . EBSCO Industriess . Jan 2016 - Jan 2018
Oversaw all advanced Tier II technical support functions for various systems, including Microsoft, ERP Sage, Crystal, VOIP, HTML, and Cisco-based technologies. Supervised automation modifications in production, enhancing overall efficiency. Functioned as Microsoft Administrator for an extensive network of over 100 users, improving and streamlining workflow design and implementation for optimal operational success and user contentment.
– Analyzed internal processes thoroughly and implemented smart solutions, improving team efficiency by approximately 70%.
– Partnered with teammates and clients to enhance project performance, significantly minimizing errors by crucially implementing, verifying, and launching new code in UAT and production environments.
IT Manager . Penkert Properties . Jan 2010 - Sep 2016
I oversaw the setup and maintenance of 125 office computers, the office network, and the company’s website. I was instrumental in configuring new email, storage, and communication tools for the staff, which resulted in a significant 75% boost in team productivity.
I conducted comprehensive training for 25 staff members, ensuring their proficiency with new software and computer maintenance techniques.
I led a team of 3 in various IT support and web development projects and effectively delegated tasks according to individual strengths. My focus on providing targeted training and staff development led to a notable 64% increase in operational efficiency.
EDUCATION, ASSOCIATIONS, REFERENCES AND PORTFOLIO LINKS
EDUCATION, ASSOCIATIONS AND REFERENCES
Education
Bachelor of Information Technology, Information Technology
The University of Wisconsin – Milwaukee, Milwaukee, WI
Honors & Awards: Honor Roll Student (2017 and 2018)
Member of the D1 Baseball Team
Professional Development
ITSM – ServiceNow Training, 2016
Technical Skills
Zendesk | SNOW (Service Now) | CRM | AWS | UX Architect| HTML | CSS | iOS | Adobe Suite | Windows OS (XP, 7, 8, 10) | Android | Microsoft 365 | Microsoft Access | Axure | Salesforce | CEM Tools | Google Suite | Automated Chat | Sisense Reporting| Salesforce | Workday
REFERENCES – See Linked-In page for recommendations