Robert Jones

About Robert Jones

Support leader, with 10+ years of experience in customer support, vendor relationship management and extensive knowledge in managing customer and client needs. Passionate about delivering shareholder value and consistently producing meaningful results. I have implemented complex learning and training systems, and established processes to optimize productivity and organizational objectives. As a champion of internal and external partnerships, I strive to continuously nurture essential (internal and external) client relationships.Extensive knowledge in managing customer and client support by implementing key support programs, including the creation customer support infrastructure teams.Strong grasp of emotional intelligence (EI) and its essential role in effective collaboration, productivity and the core of a successful team and organization.Responsive, approachable, and collaborative leader with a proven record of building high performing teams through mentoring, collaboration, and problem-solving guiding teams to achieve optimal results. Leverages experience and interpersonal skills in developing ideas, team engagement, ownership, and aspirational contribution leading to customer satisfaction. Capable of managing big picture while aligning tactical deliverables, working across functional groups, applying analytics to improve decision making, ensuring accountability, and adapting to changes in priorities. QUALIFICATIONS & ACCOMLISHMENTS• Established and maintained an average of 99.7% customer satisfaction rating in support services. • Increased Department annual revenue from $350k to $2million within 2-year period.• Spearheaded and launched operational support programs, training materials, and delivery for large partner clients to help to uncover upsell opportunities, increasing revenue exceeding 2 times original value.• Developed Intranet portal, allowing users from across the organization to find the tools, documentation and forms they needed to be better aligned with the HR department.• Primary Corporate Business Stakeholder in the redevelopment of the Student interface of company learning management system. • Acted as primary liaison for account executives and onboarding for national enterprise-level customers with our learning offerings.

Experience

1. Senior Manager, Content Partnerships

   Cornerstone OnDemand

   Oct 2024 — Present

Education

• Monroe Community College

  Busines Adminisration

  1984 — 1985

Skills

• Enterprise Software
• Event Operations
• Sales Management
• Hands-on Training
• Sales Process
• Program Management
• Software Documentation
• Lead Generation
• Vendor Management
• Relationship Management
• Learning Management
• E-Learning
• Client Presentation
• Sales
• Organizational Development
• Strategy
• Consulting
• Customer Service Management
• Management
• Team Building
• Coaching
• Training
• Business Development
• Instructional Design
• Networking
• Strategic Partnerships
• Account Management
• Change Management
• Salesforce.com
• Solution Selling
• Operations Management
• Learning Management Systems
• Performance Management
• Crm
• Employee Training
• Team Leadership
• Saas
• Leadership Development
• Human Resources
• Client Relations Skills