Jeremy Donaldson

Hello! My name is Jeremy Donaldson.

I am a Top 25 Customer Success Influencer and Leader with over 10 years of experience helping organizations solve their biggest challenge: Retaining and Growing customers.

I work to solve retention and growth by leading teams in 4 areas:

1) Serving my teams.  I work for them, not the other way around
2) Understanding my customers and their goals
3) Working collaboratively to build trust with our cross-functional partners
4) Using data to drive decision making

I have managed teams of up to 12 CSMs across multiple segments including digital CS, enterprise, and strategic accounts.

My teams have consistently delivered over 120% NRR, 95% GRR, 50+ NPS, and 70%+ product adoption all while growing $100+ million dollars in arr collectively.

I am the type of customer success leader who will serve our teams, challenge the status quo, and create revenue opportunities for our business. 

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My "why" revolves around being there for his wife, 3 kids, and faith in Jesus.

Success to me looks like:

🔹 Transparency: Speak your mind
🔸 Authenticity: Be the real you
🔹 Vulnerability: Let people in
🔸 Conscious listener: Allow people to be heard
🔹 Celebrator: Show people they are valued
🔸 Giver: Always give more than you receive 

“When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left, and could say, 'I used everything you gave me'." - Erma Bombeck

Fun facts:  I've traveled to where J.R.R. Tolkien found his inspiration for Rivendale in the Fellowship of the Ring (Lauterbrunnen, Switzerland).

Founder & CEO

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Jeremy Donaldson 🤝

KOI Technologies

Director of Customer Success

Leadership and Account Management:
• Heading Customer Success department (reporting directly to the CEO), across 20+ countries in 60+ Cites,
managing a team of 5.
• Grew the revenues from accounts by increasing total orders from 100 a day to over 400 rides a day.
• Manage the accounts, monthly Reviews and QBRs. Present performance data and ensure customer satisfaction.
Process Excellence and Customer Success:
• Achieved a remarkable process efficiency rate exceeding 97% and TAT of less than 24 hours through vigilant
monitoring and efficient team management.
• Planned and Implemented Processes for effective interdepartmental coordination.
• Spearheaded a noteworthy 70% increase in the adoption of our application.
• Improved Customer Satisfaction Score from 4.55 to 4.85.
• Significantly minimized operational errors to a marginal rate of 1.4% by collaborating closely with Operations
team.
• Trained and supported internal and external teams on the product usage.
Product Development and Implementations:
• Leading and Influencing the KOI portal developments and enhancements by working closely with the relevant
stakeholders.
• Directing product and app improvements.

Customer Success Manager - Global

Swvl

Process Excellence and Customer Success:
• Improved Ops and Processes that helped reduce resolution time of Client queries from 48 hours to 24 hours.
• Drove Customer Churn Rate reduction by 20% by ensuring timely delivery and managing risks related to finances,
delivery, and schedule by optimizing processes.• Upselling by identifying and closing opportunities within customer’s environment.
• Contributed to driving market sales by enabling Sales team with product (tech
platform) demonstration, client requirement gathering and driving CRM hygiene.
Product Development and Implementations:
• Ensuring product readiness and managing and coordinating with all stakeholders to ensure
timely and successful launch of clients.

Sales Enablement | Customer Success |  TaaS

Coforge (erstwhile NIIT Technologies)

Key Account Management & Growth:
• Oversaw the operational activities of major accounts in the region.
• Ensured timely delivery and managed risks related to finances, delivery, and schedule.
• Worked with the stakeholders and provided them appropriate insight into issues and
opportunities associated with their accounts, input into customer/portfolio plans and other sales initiatives.
Data Analysis
• Provided analytical insights into the sales planning and order fulfillment processes to the stake holders.
• Sales Enablement activities for the company, to ensure meeting of the targets.

Sr. Executive (Sales & Operations)

ThinkDirect Consulting

I managed the end-to-end delivery of complex client projects for this boutique business consulting firm. Conducted market research to determine project feasibility. Developed project requirements inclusive of statistical tables and charts. Project management in terms of task assignments and prioritisation, facilitation of project kick-off meetings to communicate roles and project expectations, Review projects’ progress and manage requirements, expenses and milestones. 
Contributed to projects which helped clients establish and grow their businesses in the KSA by finding a business partner, raising an investment, launching a business and obtaining a government project tender.

Projects Associate

Alshifa Healthcare Services Pvt Ltd

My key role was to implement and plan out marketing and business development campaigns in various international locations to highlight the company’s capabilities, support revenue goals and business objectives.
Conducted market research to gain insight on trends and monitor competitive activity.
Developed content and copy for marketing collaterals such as brochures, press releases and online content. 

*Major Accomplishments*
Drove the launch of services in Kenya and Tanzania.

Marketing Executive

Max Healthcare

This was a part of my MBA internship. The aim was to Study and Improve/Upgrade their Preventive Healthcheck Programe.
I performed competition profiling and prepared a map of comparison between the 2 major competition. Did a survey to obtain customer perspective and created/suggested a revised configuration of the product, and outlined a marketing strategy.

Marketing Intern

Customer Success | Process Excellence | Driving Revenue Growth and Business Expansion

My Story?
🚀 Dynamic and results-driven professional with a rich mix of skills developed over 7+ years' experience in the tech industry. Recognized for exceptional performance, meeting objectives and deadlines, and exceeding KPIs. Adept at building client relationships, guiding successful client journeys, and driving customer satisfaction.

📈 Leadership: Currently heading the Customer Success department at KOI Technologies, managing teams across 20+ countries and 60+ cities.
🔝 Process Excellence: Achieved remarkable process efficiency exceeding 97% and reduced resolution time to less than 24 hours. Spearheaded a noteworthy 70% increase in application adoption.
💼 Product Development: Leading and influencing KOI portal developments and enhancements, working closely with stakeholders, and directing product and app improvements.

✅ Customer Success Management
✅ Project Management
✅ Comprehensive Account Management
✅ Business Analysis
✅ CAPM Certified
✅ Data Analysis
✅ Product Development

🌟 I am driven by a passion for exceeding customer expectations and fostering long-term relationships. I value efficiency, collaboration, and continuous improvement in every aspect of my professional journey.

📬 Let's connect and explore opportunities for collaboration, discuss job opportunities, or network within the tech and customer success industry. 

Feel free to reach out via LinkedIn or email at nasreenahmad.apd@gmail.com. Your next success story starts here! 🚀

taplio

The Battle

Jeremy Donaldson 🤝

Nasreen Ahmad

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