Jonathan Wilkinson

MANAGER, USER EXPERIENCE AND CUSTOMER SUPPORTJuly 2017- Present

KEV Group

As a Manager for User Experience and Customer Support, I manage operations and take ultimate responsibility for user experience, including: parents and administrators. I also lead the Parent Help Desk team and Technical Support team as well as take ownership of the KEV Connect series. I provide coaching and direction to employees both on individual performance, department performance, and goals. I am serving as the point of contact for stakeholders and thought leader and project manager for improving user experience. I also define KPIs and dashboards for measuring and defining success; Lead the resource centre and revamp accordingly.

Key Accomplishments:

• Create and iterate internal documentation to ensure our processes are well defined and maintained.
• Supervise as the User Satisfaction Ambassador by liaising with cross-functional partners to share feedback.
• Maintain user engagement through experience, improved adoption, and conduit for advancing technical issues.
• Liaise with department leaders to ensure goals and activities are aligned to the KEV Group goals and are well communicated across the business. Provide strategic leadership and communication with all key stakeholders.
• Develop regular communication strategies with users through the Parent Help Desk as well as manage the user experience through the outsourced Tier 1 support centre.
• Drive development of the KEV Connect series and value.

CUSTOMER SUCCESS MANAGERDecember 2015 – July 2017

Blackbaud

During my tenure, I was able to review client business practices to ensure efficiency and recommended best practices to meet business needs. I also served as an advisor and advocate for key stakeholders to increase software adoption and customer engagement. I analyzed stakeholder requirements; managed enterprise-wide software projects from discovery, design, and completion.

Key Accomplishments:

• Led high profile and jeopardy accounts as the key, client-facing member.
• Addressed and resolved problems, reduced crises, and ensured business process improvements.
• Coordinated with Support to ensure timely resolution of issues and adherence to Service Level Agreements.
• Developed Executive Business Reviews for 70+ high touch customers to ensure clients obtain a significant ROI.
• Used data-driven metrics to identify customers who were not using applications optimally and recommended training and additional support where appropriate.

SUPPORT RELATIONSHIP MANAGERJuly 2014 – December 2015

Blackbaud

As an Manager for Support Relations, I reviewed all Help Desk tickets and developed key strategies to efficiently serve schools in transition or in jeopardy. I also expertly collaborated with schools to increase product and service awareness, adoption, and retention of new and emerging products, as well as new trends in education to effectively prepare teachers and students for the future.

Key Accomplishments:

• Addressed and resolved specific problems and reduced crises to ensure smooth operations.
• Effectively developed strong working relationships with high profile and jeopardy accounts as the key, client-facing team member.

March 2013- July 2014

WHIPPLEHILL COMMUNICATIONS (ACQUIRED BY BLACKBAUD, INC.)

As a dedicated employee, I led daily operations and built strong client relations while effectively meeting and exceeding client expectations. I also provided outstanding and exceptional customer service and management while developing solution-oriented strategies and initiatives aimed at meeting opportunities and exceeding all challenges within the education sector.

Key Accomplishments:

• Collaborated with all employees, consulted with clients on software implementation, and demonstrated effective best practices to resolve similar challenges faced within school environments to increase customer satisfaction.

ACCOUNT MANAGERMarch 2011- March 2013

WHIPPLEHILL COMMUNICATIONS (ACQUIRED BY BLACKBAUD, INC.)

As an Account Manager, I led, managed, and directed more than 100 school accounts while ensuring on-time delivery and client satisfaction. I also guided clients on any website changes, including: redesigns and new software implementation to increase efficiency. I was able to supervise activities and effectively presented training to professionals at the company’s annual User Conference. I also assisted clients in fully utilizing website tools; performed a full range of project management functions using proven methodologies and tools for existing clients that encompassed a team of designers, programmers, and trainers.

Key Accomplishments:

• Reviewed client contracts to ensure proper billing and customer satisfaction.
• Analyzed customer software usage and proposed demos of new products to increase productivity.
• Performed need analysis for schools to facilitate selection of enterprise-wide academic software that exceeded their requirements.
• Demonstrated best practices and product knowledge to inform clients of benefits, proper usage, and full capacities to increase end-user productivity.

SUPPORT REPRESENTATIVEFebruary 2009- March 2011

WHIPPLEHILL COMMUNICATIONS (ACQUIRED BY BLACKBAUD, INC.)

During my employment, I created appropriate documentation and helped develop and design training curriculum for online help centre to increase end-user productivity. I also efficiently managed school support issues via an enterprise helpdesk ticketing system.

Key Accomplishments:

• Led in maintaining all client support incidents and requests in a timely manner to exceed all client expectations.
• Demonstrated organizational management in providing and resolving school support issues via online help desk.
• Provided customer service, training, and technical support to schools throughout North America, escalated issues to Quality Assurance team, and led daily operations while managing and creating documentation for online help centre.

CUSTOMER CARE MANAGER / PROJECT MANAGEROctober 2007 – February 2009

EIGHTY20 GROUP (ACQUIRED BY WHIPPLEHILL)

As a Project Manager, I supervised and coordinated workflow of consultants, contractors, and specialists to increase customer satisfaction. I also implemented, maintained, and oversaw all aspects of the information technology systems and client solutions. I was able to lead and manage network projects including back-up, upgrades and maintenance to increase system reliability.

Key Accomplishments:

• Delivered server and application-related helpdesk support and training to all internal and external clients.
• Coordinated the selection and implementation of an enterprise helpdesk ticketing system ensuring timely resolution of issues.
• Served as a liaison for operations and was responsible for providing hands-on server administration, hardware acquisition, installation, capacity planning, and troubleshooting of all network issues in a 24×7 support environment.

Building Technology CoordinatorJul 2001- Sep 2007

Maine South High School

Instructional Technology CoordinatorJul 2001- Sep 2007

Arlington Career Center

Technology Specialist/TeacherAug 1998 – Jun 2000

Phillips Programs for Families and Children

Middle School Social Studies TeacherAug 1997 – Aug 1998

Crittenden Middle School

BA History and Education1993 – 1997

University of Mary Washington

Studied History and Received Secondary Social Studies Teacher Certification.

Instructional Technology1998 – 2001

George Mason University

Approximately 21 hours of Graduate work in Instructional Technology.