Jason Defreese

About Jason Defreese

With over 20 years of professional sales experience, my journey at Pantheon is characterized by my core competencies in sales process training, project management, cross-functional team leadership, and contract negotiation. I came here as a Manager of Renewals for the SLED/Agency team. Committed to driving growth, retention, and team success, reflecting Pantheon\'s innovative culture were top priority. My continual goal is to enhance our customer focus, leveraging diverse perspectives to achieve our collective objectives.Since joining Pantheon, my role has evolved from establishing a Renewals department to managing the SLED and Agency Renewals Team, to now managing a portfolio as a Sr. Customer Success Manager. Our achievements include developing forecasting models and customer success initiatives that have significantly propelled our KPIs and quota attainment. These efforts are supported by my expertise in customer relations, contract negotiation and project management, ensuring that our team consistently delivers excellence in customer service and operational efficiency.

Experience

1. Sr Customer Success Manager

   Pantheon

   Jan 2025 — Present · Spanish Fork, UT, US

   In this role, I\'m a strategic partner to our customers, driving their success by ensuring they achieve maximum value from our platform. I manage a portfolio of high-value accounts in our comercial space, working closely with key stakeholders to deliver tailored solutions and foster long-term partnerships. This role combines strategic thinking, relationship management, and technical expertise to empower our customers and support their growth objectives.Key ResponsibilitiesCustomer Relationship Management:Build and nurture trusted relationships with key customer stakeholders, serving as their main point of contact and advocate within Pantheon.Conduct regular business reviews to assess customer goals, provide strategic recommendations, and align on success metrics.Customer Success Planning:Develop and execute comprehensive success plans tailored to each customer’s objectives, ensuring adoption, satisfaction, and value realization.Proactively identify opportunities for customers to expand their use of Pantheon’s platform and services.Issue Resolution and Escalation:Act as the primary escalation point for customer concerns, ensuring timely and effective resolution.Collaborate with internal teams, including Product, Support, and Sales, to address complex challenges and deliver solutions.Contract Renewals & Growth:I partner with the Renewals and Sales teams to ensure successful contract renewals and identify expansion opportunities.Contribute to revenue growth by driving upsell and cross-sell initiatives.Advocacy and Feedback:Serve as the voice of the customer, sharing insights and feedback with internal teams to influence product roadmap and process improvements.Foster customer advocacy through case studies, testimonials, and participation in community events.Mentorship and Leadership:Provide guidance and mentorship to junior CSMs, sharing best practices and contributing to the overall growth of the Customer Success team.

Skills

• Program Management
• Quote Preparation
• Inventory Management
• Coaching
• Employee Loyalty
• Team Leadership
• Team Building
• Management
• Account Management
• Budgets
• Sales Process
• Time Management
• Presentations
• Process Improvement
• Analysis
• Direct Sales
• Schedules
• Sales Management
• Oracle Crm
• Business Development
• Siebel
• Sap Crm
• Training
• Leadership
• Operations Management
• Forecasting
• Customer Relationship Management (Crm)
• Performance Management
• Employee Training
• Sales
• Sales Operations
• Customer Service