Kevin James

The Customer Operations Specialist is primarily responsible for taking full ownership of event setup and actively managing enterprise-level customer accounts on the Zuddl platform. Authorized to ensure customer success by providing dedicated and regular support through emails and video calls. Provided proper technical support to the customers in NAM regions and trained them on the Field events, Webinars, Virtual, and Hybrid Events. The role involves acting as a liaison and resolving customer issues by actively collaborating with the technical support engineers and sales teams. The Customer Operations Specialist serves as a platform expert by maintaining a deep understanding of the Zuddl product to effectively guide and advise customers. The specialist utilizes data and analysis to find and resolve underlying problems in the customer journey and is expected to apply these insights. The role contributes to business development by actively looking for opportunities to generate referrals and business growth.

Drove the financial management of a $1M Annual Recurring Revenue (ARR) portfolio across the APJ, EMEA, and AMS regions, rigorously tracking supplier PO funds and analyzing subcontractor costs for EMEA and APJ to enforce budget adherence and guide strategic regional reporting. Accelerated pre-sales cycles and operational efficiency by drafting detailed Statements of Work (SOWs) and Scope of Services contracts, while proactively managing the end-to-end review process in direct support of PS Managers. Implemented the Gainsight dashboard and custom Salesforce reporting tools to establish a data-driven customer success model, generating insights that led to a significant increase in qualified upsell and cross-sell opportunities. Managed multiple concurrent sales pipelines using deep expertise in the Salesforce Reporting Console and the Google suite, proactively identifying key renewal opportunities and delivering efficient front-line customer support.

Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction. Proven hands-on experience in SaaS Blox-One products with a focus on network management. Collaborated with Engineering team to resolve the Salesforce Support Tickets. Implemented a proactive renewal strategy, ensuring alignment with objectives. Demonstrated expertise in Atlassian JIRA by efficiently creating comprehensive tickets for customer requests. Spearheaded sales and revenue strategies by collaboratively developing adaptable processes. Employed a hybrid touch approach to customer inquiries, ensuring positive customer experiences. Proficient in MS Excel for customer success tasks, including data analysis and reporting.

Managed high-priority client onboarding and implementations utilizing the PSA tool (Clarizen) and Salesforce, while providing direct support to PS Managers on large-scale projects. Strong expertise in Mozart Dashboard Client Onboarding and Implementations, managing projects and accounts across diverse industries within the North American Region (NAM). Facilitated communication with NAM Account Managers regarding new implementations and high-priority incident management. Managed high-priority onboarding and incident management tickets within Salesforce. Advanced user of Microsoft Excel for account modeling and data visualization, with proficiency in the Google Suite for collaboration and project management. Conducted quality assurance reviews of L1 teammate interactions within Salesforce, ensuring process adherence and quality standards.

Handled complex procurement-related inquiries from customers in the USA and Canada, including questions regarding electronic invoicing and payment status within the SAP Ariba system. Utilized Salesforce dashboards to track sales performance. Managed the end-to-end sales order creation process for major online retailers, ensuring compliance and seamless transaction flow via the SAP Ariba Network. Solicited and negotiated quotes for products and services, often leveraging SAP Ariba Sourcing tools (e.g., RFx) to manage competitive bidding and achieve optimal agreements. Reviewed order terms and conditions, contracts, and service agreements with customers, utilizing Salesforce PO Forms to ensure compliance and finalization.