Senior Customer Success Leader leading Customer Success, Professional Services, and customer-facing revenue teams resulting in equity events and exits.

Awards
•	One to Watch in Saas, 2021 (The Future of SaaS)
•	Top 25 Customer Success Influencers & Strategists, 2021 (SuccessHacker)
•	Top 50 Customer Success Influencers, 2022 (SmartKarrot)
•	Top 50 Customer Success Pros to Follow, 2023 (Customer Success Cafe)
•	Top 100 Customer Success Influencers & Strategists, 2022 & 2023 (SuccessHacker)
•	Top 100 Revenue Voices on LinkedIn, 2023 (Sales Almanac)
•	Top 100 Revenue Voices on LinkedIn, 2024 (Sales Almanac)

Jeff Heckler

Gartner

Senior Client Success Manager

Manage a client portfolio of  accounts, over 90+ C Level/Senior IT Executives in planning and executing consultative conversations related to IT transformations, software implementation, and innovation.
Leverage analytical thinking and data as a way of identifying opportunities for maximizing client engagement.
Collaborate with internal stakeholders by aligning executive resources and coordinating consultations with key knowledge experts.

Client Success Manager

University of South Florida

As an adjunct professor at the Muma College of Business, my teaching focus is on entrepreneurship, innovation, and management-related courses. 
Undergraduate courses on included topics on applied technologies, Business Model Canvas, Blue Ocean strategies, and principles of digital marketing.
The average class size was 50 undergraduate students

Adjunct Faculty

Apply Project Management skills to develop marketing campaigns and promote initiatives around 50 universities across Florida. 
Lead $250,000 fund for statewide Center for Entrepreneurship initiatives, interaction with 250+ students 
Manage key relationships with corporate leaders and mentorship programs.

Management Program Analyst

Assisted a 50 students STEM Master level course on Technology transfer

Graduate Teaching Assistant

Pipedrive

Managed an account portfolio of 200+ customers, $3M MRR , serving customers in the United States (30%), Canada (20%), and Latin American markets (50%).  The top 10 account average size is 50+ users, $3,500 MRR.
Regular monitor of team's performance using Tableau and Amplitude. Personal achievement of quarterly logo retention of over 97%, average quarterly onboarding of 30+ new accounts.
Team operations experience in the redesign Customer Success process for onboarding new customers and redesign of commission program by establishing new KPI metrics for the different divisions of the CS department.

Customer Success Manager

Uber

Translated B2C customer technical requirements to solution engineers, analyzed quantitative product performance and customer satisfaction KPI’s for the Tampa Bay market.
Provided technical escalation to an average of 350 weekly customers, performance measured on client engagement metrics 
Supported the go-to-market penetration for new technologies tested in the Tampa Bay market

Product Specialist

Volkswagen AG

Managed the implementation of a CRM platform to an of 50+ dealership network and planned deployment to 400+ sales members geographically dispersed.
Participated in the annual Business Plan for the Colombian market to global headquarters C-level executives. Consequently, meet with each dealership's higher management to plan each franchise's yearly business plan. 
KPI metrics based on units sold, market share, and customer satisfaction surveys.
Participated in negotiating fleet tender offers with government and high-value customers; planned and managed comprehensive long-term sales and after-sales plans.

Product Manager

Developed product marketing strategy, $3.6 M in annual marketing budget
Collaborated in planning and execution of International Business development conference
Managed regional marketing projects in collaboration with local teams

Sales Marketing Manager

Renault

Coordinated marketing campaigns to a network of 92 national dealers
Actively maintained a $2 Million monthly sales budget, analyzed results
Developed customized regional product strategies and new product development
Collaborated in the planning of local marketing campaigns with the regional sales team

Product Marketing Manager

SAAS Customer Success Manager | Adjunct Professor Entrepreneurship and Applied Technologies

I am an accomplished and highly skilled MBA graduate with experience in SaaS technology innovation.

- 7 years of experience working in software organizations- SaaS
- 6 years of experience working L&D in higher education- College of Business
- Multicultural and bilingual professional experience- Emphasis in North America and LATAM markets

taplio

The Battle

Jeff Heckler

Estevan Serrano

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