Gregory Batchelor

Pavilion

Executive Member

Improvado

Leading AI-Powered marketing analytics platform.

Vice President of Marketing

Accelo

Heading marketing for the leading client work management platform. Private equity acquisition exit after 5 months.

Platform.sh

Heading demand generation globally for Platform.sh. Raised $140M series D.

Vice President of Growth Marketing

Engine

Heading marketing for the leading lodging performance network, built the marketing team from 0 to 8 people, significantly increased new business. Raised $65M series B at $1.3B valuation. Now valued at $2.1B.

AB Tasty

Managing global marketing team of 25 for the fastest growing experimentation, personalization and product optimization company. Raised $40M series C.

NTT DATA, Inc.

Managing our Small & Medium Business in North America. 30 people and $25M P&L. In charge of sales, marketing, customer care and product development.

Vice President & General Manager, Small & Medium Business

Heading the growth of Arkadin's Unified Communications business line in EMEA. In charge of sales, marketing & operations.

Unified Communications Director, EMEA

Arkadin Global Conferencing

Head of Marketing for North America. Supporting $110M revenue and sales team of 80 people.

Marketing Director, North America

Marketing Director, EMEA

Brocade

Sr. Manager, EMEA Direct Marketing & Marketing Operations

Citrix Online

Head of Marketing, EMEA

Vice President of Growth Marketing @ Platform.sh | B2B Marketing

Senior marketing and business operations leader. Driving growth for Improvado, the AI-powered marketing analytics & intelligence platform.

DEX Imaging

-Built a customer base from the ground up, identifying and targeting local businesses, schools, and government offices.
-Used cold calling, door-to-door visits, email campaigns, and LinkedIn outreach to generate leads.
-Met with business owners and office managers to assess their needs.
-Educated clients on cost savings, workflow efficiency, and security benefits of leasing vs. buying.
-Conducted in-person and virtual product demos to showcase features.
-Prepared and presented quotes, proposals, and lease agreements.
-Negotiated pricing, financing, and service level agreements (SLAs).
-Ensured smooth contract signing, equipment delivery, and installation.
-Followed up regularly to ensure satisfaction and handle post-sale support needs.
-Upsold and cross-sold service plans, software solutions, and additional equipment.

Account Executive

Ocean Vida

-Managed all aspects of the business, including inventory, supply chain, and order fulfillment.
-Negotiated with manufacturers, suppliers, and print-on-demand partners for apparel production.
-Handled pricing strategies, promotions, and discount campaigns to drive sales.
-Managed financials, including budgeting, cost control, and profit margins.
-Designed and maintained the Shopify website, including layout, branding, and product listings.
-Set up payment gateways, checkout processes, and shipping rules.
-Integrated apps and tools for SEO, abandoned cart recovery, and email marketing.
-Created and executed digital marketing campaigns via Facebook, Instagram, and Google Ads.
-Managed email marketing to nurture customer relationships.
-Built and maintained social media profiles, engaging with followers and promoting products.
-Ran influencer partnerships, giveaways, and collaborations to increase brand awareness.
-Provided customer support via email, chat, and social media.
-Handled returns, exchanges, and complaints to maintain customer satisfaction.
-Tools: Shopify, Printful, HTML, Facebook, and Instagram

Shopify Store Owner

Guide new customers through the onboarding process, ensuring a smooth transition to the platform.
Assist with environment setup, project migration, and best practices for using Platform.sh effectively.
Educate customers on Platform.sh’s automated workflows, scalability options, and security features.
Serve as the primary point of contact for assigned customers, building strong, long-term relationships.
Conduct regular check-ins and business reviews to align platform usage with customer goals.
Identify potential churn risks and proactively address concerns.
Collaborate with customers on compliance and governance requirements in cloud hosting.
Help customers troubleshoot platform-related issues by coordinating with internal support and engineering teams.
Escalate and track high-priority technical concerns while keeping customers informed.
Work with the Product and Engineering teams to advocate for feature requests and platform enhancements.
Work with Sales and Marketing teams to introduce new solutions and services tailored to customer needs.
Contribute to knowledge bases, case studies, and community engagement to enhance customer education.
-Conducted cadence calls and business reviews to maintain the customer relationship and uncover new business
-Acted as an escalation point of contact to resolve issues ASAP and reduce customer frustration
-Reduced churn by introducing management and technical teams when trust was being jeopardized
-Assisted Account Managers with upsell opportunities and closing renewals

Customer Success Manager

Knight Office Solutions

-Identified and prospected potential clients, including small businesses, enterprises, education campuses, and government offices.
-Cold called, emailed, and networked to generate new sales opportunities.
-Researched businesses to understand their needs before engaging.
-Scheduled and conducted meetings, product demos, and presentations.
-Assed customer needs and recommended services and solutions that improve workflow and efficiency.
-Explained the benefits of leasing vs. purchasing equipment.
-Demonstrated cost savings, security improvements, and productivity gains.
-Tailored solutions that integrated hardware with software.
-Prepared custom quotes and proposals outlining costs, service agreements, and contract terms.
-Negotiated pricing, service level agreements (SLAs), and financing options.
-Closed deals while ensuring customer satisfaction and long-term retention.
-Maintained relationships with existing clients to upsell and cross-sell additional services.
-Conducted regular business reviews to ensure customers are satisfied with their services.
-Assisted clients with renewals, upgrades, and technology refresh cycles.
-Stayed informed on emerging IT trends, cybersecurity threats, and business automation advancements.
-Learned about new hardware and software solutions that improve business productivity.

Sales Executive

Airstream of Austin

-Greeted and qualified customers to understand their needs, budget, and product preferences.
-Provided detailed walk-throughs of various models, highlighting features and benefits.
-Guided customers through the buying process, including financing, trade-ins, and warranties.
-Negotiated pricing and closed deals while ensuring customer satisfaction.
-Stayed updated on industry models, features, and trends to educate customers.
-Demonstrated how to operate product systems.
-Helped customers navigate financing options, loan approvals, and lease agreements.
-Followed up after the sale to ensure customer satisfaction and encourage referrals.
-Kept track of available inventory and informed customers about new products and deals.
-Attended shows, expos, and events to promote products and attract new buyers.
-Engaged in social media marketing, online listings, and customer outreach to drive sales.
-Consistently met or exceeded monthly sales quota.

Sales Consultant

Shopgate Inc.

-Guided new eCommerce clients through a seamless onboarding process, ensuring they set up SMS and push notification campaigns effectively.
-Provided product training and best practices to maximize engagement and conversions.
-Helped customers integrate the platform with their eCommerce platforms (Shopify, Volusion, BigCommerce, Magento, WooCommerce, etc).
-Served as the main point of contact for assigned clients, ensuring their success with the platform.
-Conducted regular check-ins and business reviews to track campaign performance and identify areas for improvement.
-Advised customers on SMS marketing and push notification best practices (timing, segmentation, personalization, compliance).
-Analyzed open rates, conversion rates, and ROI metrics to optimize campaigns.
-Recommended strategies for abandoned cart recovery, promotions and loyalty programs.
-Monitored customer usage data to proactively identify at-risk accounts and provide interventions.
-Worked with sales and marketing teams to offer personalized upsell recommendations.
-Collaborated with customers on A/B testing new strategies to scale their messaging campaigns.
-Provided customers with data-driven insights on campaign performance to help optimize their messaging strategy.
-Developed customized success plans for enterprise clients to align messaging goals with business objectives.

-Saved over $220,000 in ARR 
-Met weekly with the Leadership team to forecast monthly churn
-Identified key churn risk indicators and proactively addressed them.
-Worked with customer success, sales, and product teams to improve onboarding.
-Created win-back campaigns to re-engage lost customers.
-Analyze customer behavior, usage trends, and churn patterns to identify risks and opportunities.
-Use data-driven insights to segment customers and personalize retention strategies.
-Develop personalized outreach campaigns to encourage engagement and feature adoption.
-Implement feedback loops (e.g., NPS surveys, exit interviews) to understand why customers leave and how to improve.
-Partnered with Customer Support and Success teams to enhance customer experiences.
-Collaborated with Sales and Marketing to refine messaging that improves customer retention.
-Designed loyalty programs, discounts, or incentives to keep customers engaged.
-Tested and optimize subscription renewal strategies and special offers.
-Identified opportunities for upselling and cross-selling to increase customer value.
-Implemented automated retention workflows (e.g., triggered email sequences, in-app messages) to prevent churn.
-Optimized the customer journey, making it easier for users to achieve success with the software.
-Tested and refined retention strategies using A/B testing and performance tracking.
-Managed and updated the competitive matrix and documented our advantages over the competition.

Retention Manager (New Position)

Volusion

-Acted as the primary point of contact for enterprise-level clients, ensuring their needs are met and any escalations were addressed.
-Conduct regular business reviews to align the platform's capabilities with the client's business goals.
-Served as a trusted advisor, helping customers optimize their eCommerce and hosting strategies.
-Worked closely with engineering and DevOps teams to ensure enterprise customers received high-performance, secure, and scalable hosting solutions.
-Helped clients troubleshoot technical issues related to hosting, integrations, and site performance.
-Ensured customers are leveraging the best CDN, caching, and security practices for their stores
-Identified upsell and cross-sell opportunities.
-Worked closely with sales and marketing teams to expand customer usage of the SaaS platform.
-Negotiated contract renewals and pricing adjustments to maximize account growth.
-Identified churn risks and proactively address concerns before they escalated.
-Advocated for enterprise customers by relaying feedback to product and development teams for future enhancements.
-Collaborated with support, engineering, and infrastructure teams to resolve critical incidents.
-Provided customers with detailed reports on hosting performance, uptime, and site speed.
-Offered data-driven recommendations to improve eCommerce performance and customer experience.
-Worked with product teams to influence the roadmap based on enterprise customer needs.
-Collaborated with marketing teams to create case studies and highlight enterprise success stories.
-Implemented periodic audits on customer use of service and advised on peer, best practices 
-Secured and closed Design and Marketing leads when consulting clients on improvements 
-Conducted strategy meetings with Marketing in order to locate opportunities to sell additional services

Enterprise Account Manager

-Wore two hats and continued with Senior Account Manager responsibilities (See previous role).
-Served as the primary point of contact for escalated technical support issues from the front-line support team, along with Sales, IT, Marketing, and Executive escalations.
-Investigated complex e-commerce platform issues, hosting failures, site outages, performance bottlenecks, and security incidents.
-Worked with engineering, DevOps, and infrastructure teams to diagnose and resolve urgent problems.
-Ensure customers received timely updates and resolutions to escalated cases.
-Identified recurring technical issues and worked with product and engineering teams to implement permanent fixes.
-Documented best practices and improved knowledge base articles to reduce future escalations.
-Ensured post-incident follow-ups and provided root cause analyses to prevent repeat issues.
-Coordinated with product teams to escalate bugs, feature requests, and performance issues.
-Enforced SLAs (Service Level Agreements) for escalations to maintain high support standards.
-Mentored support agents on troubleshooting complex issues, identifying escalation triggers, and improving customer communication.

Escalation Manager

-Assisted in the hiring process of new account managers.
-Served as the primary point of contact for high-value and strategic e-commerce clients.
-Conducted regular business reviews to align our service with the client’s growth strategy.
-Acted as an advocate for clients, helping them maximize the platform’s potential.
-Worked with engineering and support teams to ensure optimal site performance, security, and uptime.
-Assist customers with hosting-related needs, including scaling resources, troubleshooting issues, and understanding security measures.
-Coordinate with DevOps and infrastructure teams to handle migrations.
-Educate clients on best practices for site speed, SEO, and uptime to improve their e-commerce operations.
-Identified opportunities for upselling and cross-selling additional SaaS features, hosting upgrades, or design and professional services.
-Proactively introduced clients to new tools, integrations, and automation that improved their e-commerce operations.
-Negotiated contract renewals and pricing adjustments to increase account value.
-Served as the escalation point for major technical issues or customer concerns.
-Work cross-functionally with customer support, product, and engineering teams to resolve complex issues.
-Monitored customer site performance, revenue trends, and service utilization to recommend optimizations.
-Tracked key account metrics including churn risk, contract values, and product adoption rates.
-Partnered with product and engineering teams to relay customer feedback for future SaaS and hosting improvements.
-Worked with marketing to develop case studies, testimonials, and educational content based on customer success stories.
-Collaborated with sales teams on expansion opportunities within existing accounts.
-Developed account management best practices to improve efficiency.
-Mentored junior Account Managers.
-Stayed informed on e-commerce trends and hosting technologies.

Senior Account Manager (First hire in new AM department)

Rackspace Hosting

-Hired new team account managers and assisted in the hiring process of additional AMs.
-Oversaw a team of Account Managers, ensuring they met performance goals.
-Provided training, mentorship, and coaching to help team members grow.
-Monitored workload distribution and optimized processes for efficiency.
-Conducted performance reviews and provided feedback.
-Managed high-value and strategic accounts that required special attention.
-Worked closely with senior leadership to align account management strategies with company goals.
-Developed processes to improve customer retention and satisfaction.
-Served as the point of escalation for complex client issues.
-Worked closely with technical teams to resolve high-priority service disruptions.
-Implemented strategies to improve customer experience and operational efficiency.
-Standardized account management best practices across the team.
-Supported Account Managers in upselling and renewing contracts.
-Set sales targets and tracked team performance against goals.
-Acted as a bridge between account management, support, and product teams.
-Advocated for customer needs when developing new hosting solutions.

Senior Account Manager

-Reduced churn from an average rate of 4.31% per month to an average of 1.05%
-Assisted in the hiring process of new team and additional office account managers.
-Serve as the main liaison between clients and internal teams.
-Build and maintain strong client relationships to ensure long-term partnerships.
-Conduct regular check-ins and business reviews to assess client needs and satisfaction.
-Work closely with support and engineering teams to resolve technical issues.
-Ensure clients' hosting environments are optimized for performance, security, and scalability.
-Assist with onboarding, migrations, and configuration changes.
-Identify opportunities to upsell or cross-sell additional services (e.g., security, backup solutions, cloud services).
-Educate clients on new features and upgrades to enhance their hosting experience.
-Renew contracts and negotiate service agreements.
-Act as an advocate for clients, ensuring their concerns are addressed promptly.
-Manage service escalations and coordinate responses with technical teams.
-Proactively monitor accounts to prevent potential issues.
-Provide reports on uptime, performance, and usage.
-Analyze customer data to recommend improvements and optimizations.
-Track key account metrics (e.g., churn rate, contract value, service utilization).
-Work with sales, support, and product teams to align client needs with company offerings.
-Relay customer feedback to help improve products and services.

Account Manager (First AM hired for the Austin office)

My Customer Success and Account Management journey, in start-ups and mid-size companies, has provided me with a unique and comprehensive understanding of the entire customer lifecycle to make successful decisions. I've supported high volume brands, advocated for customer growth, and navigated the challenges of entrepreneurship firsthand. My achievements, from project managing migrations, upgrades, and reducing churn, also showcases my results-oriented mindset. 

-Technical expertise in SaaS, IT infrastructure, networking, and managed hosting, including cloud infrastructure, Git-based workflows, and application hosting.
-Strategic consulting for high-value enterprise clients.
-Escalation management for critical hosting issues.
-Strong B2B sales skills to engage C-level executives and decision-makers.
-Problem-solving mindset to diagnose workflow inefficiencies and propose tailored solutions.
-Persistent and resilient demeaner to handle rejection and consistently generate new leads.
-Customer-centric approach focused on building long-term relationships and providing value.
-Entrepreneurial mindset to take initiative, problem-solve, and adapt to challenges.
-E-commerce expertise with a strong knowledge of ecommerce platforms, online sales strategies, and digital marketing.

TOOLS 
Salesforce, Totango, Jira, Zendesk, GSuite, Office365, Asana, Hubspot, Github, Excel, PowerPoint, 
Zoom, Teams, Slack, Calendly, DocuSign, Cybersecurity, SAAS, PAAS, IAAS, Facebook Ads, 
Shopify, GoDaddy, Hostinger, Volusion, Wix, BigCommerce, HTML, Dealertrack, and various proprietary software.

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Gregory Batchelor

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