Zach Hess

About Zach Hess

If support has started to feel heavier than it should, I help teams regain stability and move forward with confidence.I build trust, momentum, and revenue in complex, human-first businesses.My work lives at the intersection of sales, customer experience, and execution—especially in environments where nothing is fully built yet and outcomes matter more than optics. I’ve spent my career earning credibility quickly, asking the right questions, and turning ambiguity into action.I’m at my best in founding or early-stage roles where I can create pipeline from zero, run full-cycle sales, launch pilots, convert them into durable revenue, and stay close to customers long enough to ensure real success—not just a signed contract.What consistently defines my work:• Deep discovery and pattern recognition• Clear, empathetic communication under pressure• Strong ownership from first conversation through expansion• A refusal to sell misaligned solutions just to “win”• Calm leadership when stakes are high and timelines are tightAlongside my professional work, I’m a classically trained operatic tenor, which has profoundly shaped how I show up: discipline, preparation, emotional intelligence, and the ability to perform with presence when it counts. That training shows up every day—in how I listen, communicate, and lead.I value depth over performance, clarity over noise, and relationships built on truth. If we’re working together, you’ll always know where things stand.

Experience

1. Founding Account Executive

   Customer First

   Dec 2025 — Present

   Founding Account Executive (BPO + SaaS)I currently serve as the Founding Account Executive at SwiftCX/Customer First, where I own the outbound BPO sales motion and support early-stage SaaS revenue alongside our founder/CEO. This is a true builder role. I’m responsible for creating pipeline from scratch, running full-cycle sales, launching and converting pilots, and directly driving agent growth tied to revenue targets.I operate across hunting/prospecting, discovery, deal execution, and early customer management, helping establish the foundation for how SwiftCX/Customer First sells, scales, and retains customers.What I Do:BPO Sales (Primary Focus)• Source, build, and manage a qualified outbound pipeline• Run full-cycle BPO sales: prospecting → discovery → proposal → close• Launch and manage paid pilots; convert pilots into production agent teams• Drive agent growth to meet quarterly revenue targets• Identify and execute early expansion and upsell opportunitiesSaaS Sales (Secondary, Ramping)• Shadow and support SaaS discovery and demos in early ramp• Partner on founder-led SaaS opportunities• Own appropriate SaaS deals end-to-end post-onboardingPipeline & Process Development• Build outbound cadences, messaging, and prospecting systems from zero• Maintain strong CRM hygiene, forecasting, and deal visibility• Collaborate closely with the founder to refine scripts, materials, and sales processEarly Customer Management• Maintain direct relationships with new customers post-close• Ensure smooth pilot execution and transition to production teams• Support customers closely until a dedicated CSM function is in placeThis role sits at the intersection of revenue, execution, and customer trust. I’m building the sales engine while actively shaping how SwiftCX/Customer First goes to market.

Education

• University of North Texas

  Bachelor's degree, Professional Sales and Marketing

• New England Conservatory of Music

  Voice and Opera

  2006 — 2008

• Abilene Christian University

  Studies toward BS- Music, Vocal Performance

  2003 — 2006

Skills

• Management
• Networking
• Private Foundations
• Philanthropy
• Marketing Communications
• Facebook
• Ilife
• Performing Arts
• Event Management
• Individual Donor Cultivation
• Event Planning
• Theatre
• Social Networking
• Blogging
• Lead Generation
• New Business Generation
• Volunteering
• Resource Development
• Nonprofits
• Public Speaking
• Stewardship
• High Net Worth Individuals
• Solution Selling
• Singing
• Strategic Partnerships
• Account Management
• Non-Profit Board Development
• Music
• Marketing
• Lead Cultivation
• Generating Revenue
• Leadership
• Community Outreach
• Volunteer Management
• New Business Development
• Email Marketing
• Sales
• Strategic Planning
• Customer Service
• Major Donor Cultivation