Jacob Earl Norris
Tampa Bay, FL |- | https://www.linkedin.com/in/jacobnorris92/
EDUCATION
Indiana University Bloomington, IN
Bachelor of Arts in Psychology May 2015
WORK EXPERIENCE
Bolt On Technology Tampa Bay, FL
Senior Retention Specialist / Customer Success Manager June 2021 – Nov 2024
Managed a portfolio of 300+ SMB to Enterprise accounts, tailoring success plans to meet client specific needs.
Reduced customer churn by 20% through strategic engagement, proactive issue resolution, and success-driven
playbooks
Improved overall NPS by 50% with improvements to workflows, user education, and lifecycle engagement.
Partnered with Sales, Product and Support teams to ensure seamless transitions aligned with customer
outcomes and company goals
Identified trends in customer behavior and product usage, creating insights into actionable strategies
and retention campaigns.
Conducted QBR’s and launched engagement campaigns to boost product adoption and increase customer
engagement.
iLabor360 Tampa Bay, FL
Customer Success Representative May 2018 – March 2021
Supported 1K+ users daily by leveraging internal platforms to resolve needs & optimize the client experience.
Designed and implemented process improvements to streamline customer onboarding and issue resolution.
Delivered targeted client training programs, boosting platform adoption and user success rates.
Compiled and presented performance reports using Excel and PowerPoint to inform internal strategy.
HP One Solutions Tampa Bay, FL
Insurance Brokerage Agent May 2017 – April 2018
Managed 100+ daily outbound and inbound calls to educate clients on a wide range of healthcare plans.
Brokered multiple daily insurance deals tailored to individual client needs and coverage requirements.
Licensed and appointed in 20+ states, representing a diverse portfolio of national health insurance carriers.
The London Group LLC Tampa Bay, FL
Account Executive June 2016 – March 2017
Consistently converted 30+ monthly leads into over $500K in sales through consultative selling.
Maintained the company’s highest lead-to-sale conversion rate.
Led recruitment, training, and management of a top-performing sales team of 5 members
Executed direct marketing campaigns for Home Depot and AT&T, generating leads for high-value projects.
CONSULTING & CONTRACT WORK
CK Distribution Tampa Bay, FL
Manufacturer/Sales June 2023 – Present
Facilitated production and distribution of 30K+ units of branded Bloody Mary mix across regional markets.
Secured new retail and hospitality accounts resulting in expanded revenue & market presence
Led brand development, marketing execution, inventory management, and order processing.
SKILLS/INTERESTS
Technical Skills: CRM Platforms, Microsoft Office, Google Suite, JIRA, Adobe, Confluence, Slack, Zoom
Core Competencies: Retention and Expansion, Lifecycle Management, Cross-Functional Collaboration, Conflict
Resolution, Behavioral Insight, Interpersonal Communication, Emotional Intelligence, Remote Communication
