Jaden Trujillo
5.0
(12)
Studied at David Eccles School of Business
Works at GovSpend
Successful clients at
Not currently taking new clients
Work Experience
Director of CS & Enablement
GovSpend
July 2023 - Present
• Led two client-facing teams: - Relationship Management Team of 4, responsible for ~1,000 accounts and $1.5M in ACV - Customer Success Team of 8, focused on product adoption and engagement across 8,500+ active users • Developed and implemented a custom Customer Health Score model that forecasts retention risk using metrics that directly correlated with renewals, such as: - Cost per active user - Email alert open rates - In-platform click path activity • Achieved a CSAT score of 9.89 (out of 10) for the Customer Success team, driven by improved onboarding, support responsiveness, and training programs. • Launched end-to-end enablement programs for commercial teams (Sales, CS, and AMs), improving productivity through streamlined processes, automation, and CRM optimization. • Designed lifecycle playbooks, QBR frameworks, and renewal strategies that increased platform adoption and account retention. • Collaborated cross-functionally with Product and Marketing to ensure customer feedback informed roadmap decisions and messaging strategy. • Introduced internal operational efficiencies that accelerated onboarding timelines, enhanced customer outcomes, and improved team bandwidth in a high-scale environment.
Manager, Customer Success
Sifted
April 2022 - July 2023
• Directed 6 CSM’s each owning roughly 50-75 accounts representing $7 million in ARR • Integrated improved renewal process through Salesforce automation and triggers that drove NRR from 102% to 113% • Grew upsell in Q3/Q4 of 2022 by 40% by leading two associate CSM’s through a new business development model to current clients on the lowest software tier. • Produced value-driven business review PowerPoint template to increase clients understanding of savings and value Sifted provided to the client’s bottom-line • Coached team members via the Sandler Sales methodology and Gong to further their growth and strategy on renewal conversations to reduce churn within their own portfolios • Developed reports via Salesforce to present to CXO and VP of Customer Success to track churn, CSAT, customer health, and ARR
Senior Customer Success Manager
Impartner
November 2020 - April 2022
•Led 8 CSM’s each owning 40-50 accounts representing $35 million+ in ARR •Increased retention from 87% to 93% quarter over quarter through consulting team members on negotiating multi-year renewal deals in exchange for smaller price increases •Carried and maintained a portfolio of top Enterprise clients including Honeywell, T-Mobile and ADT representing over 15 million in ARR •Developed strategic business review process to present QBR’s to VP and C-Level executives on value provided by the Impartner Software •Led buying process and implemented Churnzero to increase automation for team members to complete email tasks, call notes and records more seamlessly •Strategized with the Customer Support Manager to institute framework and cadence on ticket and case resolution resulting in better customer satisfaction survey results
Enterprise CSM
InsideSales
August 2018 - November 2020
•Managed 30+ accounts representing 3+ million in ARR while maintaining 95% retention •Responsible for leading relationships with top clients including: T-Mobile, Zep, and Verizon •Increased adoption by 30% across portfolio in the last fiscal year •Migrated $750k of portfolio from legacy products to flagship product in the last year
CRM/Lead Gen Product Manager
Property Management
July 2017 - August 2018
• Consulted 200+ franchisees on proprietary lead-gen and review management software • Assisted Director of Association Management in onboarding and teaching new franchisees on how to win business in their own area for HOA Management opportunities • Presented software and HOA Management strategy to 10-12 new franchisees monthly • Drove adoption through weekly webinar trainings to all franchises as well as one one-on-one zoom calls with franchises to ensure understanding on an individual level
Education
David Eccles School of Business
Master of Business Administration - MBA, Business
2020 - 2022
• Professional MBA Program • Strategy, Negotiation, Critical Thinking, Marketing, Finance, and Management Case based coursework
Utah Valley University
Bachelor’s Degree, Business Administration and Management, General
2015 - 2018
Activities and societies: Honors Awarded the following scholarships: -Exemplary Merit Scholarship -Honors Housing Scholarship -Regents Exemplary Achievement Scholarship
12 Reviews
Overall Rating
5.0
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