James Shields
Certified Customer Experience Strategy & Operations Manager | Customer Journey Mapping and CX Tool Integration Expert | Change/Transformation Management Specialist | USAF Veteran | Ambivert
- Role
- Customer Success Operations Application Portfolio Manager, Senior Principal at Blackbaud
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About James Shields
With expertise in post-sales Customer Experience (CX) Operations, Customer Success (CS), and Support Management, I’ve honed my skills across both military and SaaS industries. Specializing in customer journey mapping and contact segmentation, I craft strategies that enhance customer engagement at every touchpoint.I’m passionate about advancing thought leadership in SaaS Go-To-Market (GTM) Operations by driving excellence in leadership, strategic planning, and operational efficiency. I excel at fostering global partnerships and leading cross-functional initiatives that boost productivity and streamline processes.My approach focuses on role-specific enablement, empowering teams to optimize workflows and exceed business objectives. By blending a results-driven mindset with a people-first approach, I elevate customer satisfaction and consistently surpass performance goals.
Experience
Customer Success Operations Application Portfolio Manager, Senior Principal
Oct 2024 — Present · Chicago, IL, US
Education
University of the Incarnate Word
Bachelor of Science (B.S.), Business Administration
2009 — 2013
North Greenville University
Bachelor of Science (B.S.), Mass Communication/Media Studies
1995 — 1997
Pickens High School
High School
1993 — 1995
Skills
- Technical Support
- Html
- Microsoft Word
- Team Leadership
- Software Documentation
- Training
- Business Process Improvement
- Microsoft Office
- Outlook
- Access
- Account Management
- Technical Documentation
- Management
- Team Building
- Crm
- Employee Training
- Leadership
- Databases
- Windows
- Java
- Troubleshooting
- Teamwork
- Team Management
- Project Management
- Process Improvement
- Data Analysis
- Microsoft Excel
- Powerpoint
- Salesforce.com Administration
- Cross-Functional Team Leadership
- Military Training
- Sql
- Windows 7
- Training & Development
- Customer Service
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