Jeemy Durand

JEREMY DURAND CUSTOMER X STARTUP EXECUTIVE icuc.social Senior Vice President Client Services Social Media/SaaS Executive May 2013 - present Worldwide Clients, Employees & Projects ∙ Occupied multiple roles throughout the company, always spreading customer centricity PROFILE e:-t:- Global BizOps Executive LANGUAGE PROFICIENCY Native English ∙ French ∙ Spanish CORE COMPETENCIES ∙ Led and executed key BizOps projects such as pricing strategy, financial planning for budget and goal setting, churn and revenue analysis, organizational restructuring and implementation, costs analysis and management, incentive programs design, customer segmentation, etc. ∙ Planned and managed the monetization strategy of our SaaS offering, transitioning our business from 100% human based to a tech-accelerated human-powered model ∙ Headed a global team of 600+ remote employees to deliver on 1500+ projects over the past 5 years ∙ Assumed a $22M P&L (250+ clients) responsibility including budget planning, global operations, client upsells and retention strategies, and reporting back on goals to the CEO ∙ Offshored 20% of our business operations to Asia, creating $6M worth of savings ∙ Increased client upsells by 50% YoY for three consecutive years by demonstrating a data-driven and KPI-oriented mentality ∙ Maintained client churn under 5% for three consecutive years through the implementation of thoughtful retention tactics within our client services team ∙ Developed new client offerings as needed to anticipate and/or respond to constant industry changes ∙ Created internal and client facing analytics and insights to help inform internal organizational strategy and client facing digital strategy ∙ 14 years customer success management experience ∙ Remote & cross-cultural team management ∙ Fortune 500 Client relationship management in multiple industry verticals Freelance International Executive Consultant ∙ Provided relocation services for families of professional expats ∙ Analytical proficiency & SQL skills ∙ Assisted with job search processes ∙ Global BizOps ∙ Instructed language and culture training ∙ Expert project manager ∙ Revenue generation ∙ Vendor management ∙ Organizational planning/Budget planning ∙ High growth SaaS startup expertise SUPPORT TOOLKIT ∙ Sprinklr ∙ Spredfast ∙ Crimson Hexagon ∙ Asana ∙ Pack Office ∙ Google Suite ∙ Salesforce ∙ Hubspot ∙ Adobe Photoshop ∙ Looker ∙ Gainsightp ∙ ETC. EDUCATION & TRAINING CSU Fullerton Fullerton, California, USA BA in Business Administration July 2012 July 2012 - May 2013 Executive Expats in Mexico JP Morgan Chase/Wells Fargo/Wachovia VP, Branch Manager Retail Banking Executive June 2007 - July 2012 Multiple Locations, California ∙ Coached and developed multiple managers through the company management program ∙ Developed and presented company-wide customer experience training at a national sales conference and coordinated training delivery to 250 managers in California ∙ Increased overall regional customer experience effectiveness from 67% to 91% thanks to new training implementation ∙ Nominated for “Top Manager 2010” due to the largest P&L growth year to year out of 87 branches ∙ Delivered sales presentations and reports to CEOs and key executives on a weekly basis ∙ Managed sales and customer service staff of 55 employees SHAPING MY EXECUTIVE CAREER September 2004 - April 2007 ∙ Sales Associate for small electronics at Carrefour, France ∙ Administrative Assistant for the office of International Students at CERAM, France ∙ Server at an upscale restaurant Vie de France, Costa Mesa, California ∙ Host/Cashier at DisneyLand, Anaheim, California linkedin.com/in/jdurandus