Jim Watson

Drove operational execution, ensuring customers have delightful experiences through product and retention activities while increasing revenue growth. Helped create a new feature which allows customers to see recommended meal plans through their online portal. Reorganized team to become more efficient. Without raising headcount, the re-org enabled the team to handle 20% additional revenue in the US through automation and role consolidation. Implemented methods to reduce operational costs and increase contribution margin by 10%. Redesigned systems (eg., Salesforce, Desk.com/ServiceCloud) and operations to focus on our ideal client profile. Created scoring system to assist in resource planning ensuring the team was working efficiently with the right customers.

Led strategy and execution for team focused on retaining and growing accounts. Reduced churn of subscription accounts by 6 percentage points through creating high and low touch segmentation in order to focus efforts while building an automated engagement strategy for the low touch segment.

Led team driving customer/partner success through sales, onboarding, account management, and technical support. Managed strategic partnerships as well as strategy and execution for Method Partner Program. Implemented enhancements to customer experience through in-product onboarding, email automation, and online help/chat, growing SaaS conversion from trial to paid customer by 10% month over month and product engagement by 25%. Created Lead Score to segment new customers and a Health Score to measure propensity to maximize lifetime value. Led cross-functional team focused on customer journey mapping, aligning marketing, customer success, product management, and engineering on a shared goal of growing the business.

Selected to be part of Leadership Bench Program. Building partnerships for Bing Local (and formerly Commerce/Shopping/Retail and Entertainment segments). Collaborating with the engineering team and external partners to create great consumer experiences. Helped build new shopping experience, combining rich product info data and product ads.

Managed desktop virtualization portfolio of solutions, owning product direction, product marketing, field readiness, and business management. Owned business management and planning for team, creating business insights for sales and services metrics. Led product marketing efforts for desktop deployment business, creating marketing plans and value propositions.

Analyzed business needs, pain points, and technical requirements, and created solutions along with presenting demonstrations to executives of prospective clients. Subject matter expert for retail/e-commerce. President's Club & Top Gun Winner

Mentored a group of consultants and developed a training program in order to scale operations, focusing on the implementation process. Managed implementation teams across the United Kingdom, Ireland, Holland, Portugal, and Germany. Oversaw design specifications for EMEA projects.

Project managed teams and architected solutions. Created detailed design specifications outlining new functionality to be created for customers and interacted with engineers/developers to scope the designs. Managed and mentored team of consultants.

Wireless RF system design