John Zeitlin

About John Zeitlin

As a Senior Director of Customer Success at Concentrix, I provide strategic leadership of a managed services organization that delivers $800M in recurring revenue across six client engagements. I have over 11 years of experience in this role, building and developing a team of 10 direct and 200 indirect global resources, and ensuring optimal performance and customer satisfaction.I have a proven track record of driving revenue retention and expansion, achieving a 20% global improvement in one year. I also oversee all aspects of sales operations, including forecasting, contract negotiations, business analysis, and KPI reporting. I partner with cross-functional leadership on continuous process improvement and innovation. I hold a Project Management Certification and a Master of Education in Organizational Performance and Change. My mission is to create and lead scalable and efficient customer success teams that consistently outperform expectations and deliver value to both the clients and the company.

Experience

1. Senior Director, Customer Success Global Service Delivery

   Concentrix

   Jan 2012 — Present · Denver, CO, US

   Provide strategic leadership of managed services organization responsible for $800M in recurring revenue spanning 6 client engagements. Hold direct accountability for the strategy and execution of all sales operations, including forecasting, contract negotiations, business analysis and key performance indicator (KPI) reporting. Build, develop and lead a team of 10 direct and 200 indirect global resources, providing ongoing coaching, mentoring and support to ensure optimal performance. Partner with cross-functional leadership on continuous process improvement. Established strategies for improving revenue retention rate, resulting in 20% global improvement in 1 year. Lead revenue retention and customer success team expansions across multiple SaaS verticals spanning security, telecommunications and industrial automationSpearheaded the introduction of global standards for CRM and data reporting for key client with 3 separate entities; standardized the process across all functions to better align metrics globally and provide enhanced insight regarding organizational behavior. Resulted in Net Promoter Score (NPS) improvement from 7 to 9.8. Led the global turnaround of key client engagements, resulting in the largest YOY growth in performance and new business; built and continue to manage strong client relationships to maintain continued success.

Education

• Colorado State University

  Master of Education - MEd, Organizational Performance and Change

• University of Northern Colorado

  Bachelor of Arts - BA, Communication

• Villanova University

  Project Management Certification