Jesse Herrin (增田健明)
Manager, Customer Success at CaptivateIQ- Claim this Profile
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English Native or bilingual proficiency
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Chinese (Traditional) Native or bilingual proficiency
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Chinese (Simplified) Professional working proficiency
Topline Score
Bio
Credentials
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Certified Customer Success Manager (CCSM) Level 4
SuccessHACKERJun, 2023- Sep, 2024 -
Certified Customer Success Manager (CCSM) Level 3
SuccessHACKERMay, 2023- Sep, 2024 -
Certified Customer Success Manager (CCSM) Level 1
SuccessHACKERMar, 2023- Sep, 2024 -
Certified Customer Success Manager (CCSM) Level 2
SuccessHACKERMar, 2023- Sep, 2024
Experience
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CaptivateIQ
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United States
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Software Development
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200 - 300 Employee
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Manager, Customer Success
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Nov 2021 - Present
• Managed a team of 6 CSMs owning a quota and book of business over $15M ARR• Collaborated with the operations and sales team leaders to refine customer onboarding process and internal assignments• Reported and presented customer renewal health, pulse trends, revenue growth and NPS data to internal management teams and CEOs• Conducted regular 1:1's and book of business reviews with reporting employees• Built out automated Salesforce reports for CS leadership team to assist in data tracking and customer details• Worked with sales, implementation, and product teams weekly to track and report on customer needs and escalations• Achieved a team average score of 96% on CSAT surveys Show less
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Customer Success Manager
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Oct 2020 - Nov 2021
• Hired as the company’s first CSM to assist in building out the Customer Success Department• Managed a portfolio of 50 strategic customers equaling $2.7 million ARR• Selected to be 1 of the 7 members on the company's culture team• Received company's "Something Awesome" award for exceptional performance• Implemented and utilized Strikedeck and ClientSuccess as main CS platform• Achieved a 96% CSAT score from portfolio of managed customers• Created onboarding and training documentation for product adoption• Collaborated with sales, implementation and product teams weekly to track and report on customer needs and pulse• Built automated customer playbooks to assist in scaling and communication Show less
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Entrata
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United States
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Software Development
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700 & Above Employee
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Product Training Manager - Mandarin (中文)
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Dec 2018 - Oct 2020
•Coordinated custom training agendas and plans with client shareholders •Worked cross-functionally between multiple departments to manage client projects •Executed virtual training via webinars to groups varying from 1-30 attendees •Delivered training to groups of over 60 participants at large corporate events •Created, translated and audited Mandarin Chinese documentation •Facilitated relations with Mainland Chinese partners and clients using WeChat •Traveled up to 50% domestically and internationally for on-site training including China and England •Achieved a 98% training satisfaction score of over 400+ clients Show less
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Prestige Financial Services
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United States
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Financial Services
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200 - 300 Employee
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Online Content Specialist
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Apr 2018 - Oct 2018
•Managed and published articles for company blog •Increased website traffic by over 10% •Managed company social media pages (Facebook, Instagram, Twitter, YouTube) •Doubled the number of followers across various social media platforms •Managed online customer feedback portals and forums •Improved online ratings by a full star on each platform •Achieved a 100% response rate on all user feedback •Leveraged Google Analytics for brand management •Managed content and improved SEO maximization •Collaborated with various stakeholders to facilitate and achieve marketing vision •Worked with compliance and legal departments to ensure brand integrity Show less
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Western Governors University
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United States
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Higher Education
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700 & Above Employee
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Associate Enrollment Counselor II
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Aug 2015 - Apr 2018
•Lead/trainer for process improvement •Trained over 30 employees on enrollment philosophy, communication, and process evaluation & improvement.•Achieved the most enrolled students for the year 2017 on the AEC Team
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Associate Enrollment Counselor
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Aug 2012 - Aug 2015
•Enrollment Facilitation•Evangelized WGU’s non-profit model with prospective students•Salesforce CRM caseload management•Adept in Salesforce CRM navigation•Organized and resolved case issues within Salesforce for prospective students
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Orinature
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United States
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Medical Practices
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Marketing Assistant/Distribution Operations
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Jun 2015 - Jan 2018
Facial skin care company based in Taiwan. Currently selling and distributing a range of products in Shanghai, Taiwan, and Hong Kong. •Spearheaded online social media and website marketing campaign for sample facial product •Generated clientele in both Taiwan and American markets •Improved customer interaction by 20% •Mandarin to English translation for product marketing content. •Created and translated product descriptions for website •Distribution fulfillment •Managed online orders and fulfillment across North America and Taiwan •Reduced operation costs by over 12% through implementation of process improvement Show less
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Education
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2016 - 2018
University of Utah
Bachelor's degree, Business Marketing -
2013 - 2015
Salt Lake Community College
General Studies
Community
