Jim Tauer

Career Highlights

CSAT Turnaround — 98%

Improved customer satisfaction to 98% CSAT within six months through team mentoring, workflow redesign, and quality assurance standards.

Built the CS Function

Designed and launched the Customer Success Manager function from scratch — role definition, hiring, onboarding, success metrics — shifting CS from a cost center to a revenue-generating function.

Onboarding Efficiency

Reengineered onboarding and training programs, reducing onboarding time by roughly 50% while lifting customer satisfaction scores by 30%.

Scale & AI Enablement

Lead a combined Support, Success, and Training organization of up to 8 direct reports handling 500+ multi-channel inquiries monthly, with AI-powered tooling for customer data visibility and proactive churn prevention.

See the build: Customer Dashboard →

Experience — click a role to expand

Lead Customer Support, Customer Success, and Training teams (up to 8 direct reports) for a multi-product SaaS platform serving SMB, mid-market, and enterprise customers.
Own day-to-day customer support operations — staffing, workflow design, escalations, quality assurance, and customer communications.
Serve as senior executive escalation point for high-impact customer issues, ensuring timely resolution and executive-level communication.
Improved customer satisfaction to 98% CSAT within six months through team mentoring, workflow refinement, and new QA standards.
Designed and launched the Customer Success Manager role — role definition, hiring, onboarding, success metrics — transitioning CS from a cost center to a revenue-generating function focused on upsell and professional services.
Established scalable onboarding and education programs, including structured video-based training, reducing repeat support inquiries and improving time-to-value.
Partner closely with Product and Engineering to translate customer feedback into roadmap improvements; support Sales and Account Management with product expertise, demos, and enablement.
Developed AI-powered systems to increase visibility into customer data and support proactive churn prevention. Customer Dashboard → KAI →

Built the training team from the ground up, growing headcount from 1 to 4 within six months.
Hired, trained, mentored, and managed Training Specialists supporting onboarding and ongoing customer education.
Sourced, implemented, and authored a comprehensive online help and knowledge base system for the core SaaS product, reducing repetitive support requests.
Reorganized onboarding and training processes for new clients, increasing average customer satisfaction scores by 30%.
Served as internal subject-matter expert for Support, Sales, and Product teams.

Trained and onboarded a growing client base across four SaaS platforms; the go-to product expert for clients and internal teams.
Led training and retention efforts for existing clients, delivering sessions via GoToMeeting and WebEx.
Trained and consulted with clients on-site worldwide, traveling approximately 1–3 days per month.
Conducted two product training webinars per month highlighting new and existing features.
Recognized with the company’s “Superstar” Award, June 2010.

Account Analyst & Technical Analyst, Merkle Inc. (2000–2007) — led data processing and analytics for enterprise direct-marketing clients including Nike and Disney; migrated a major client from mainframe to automated SQL Server processing and implemented a postal analysis system saving ~$40K per month. Employee of the Month, Dec 2000.

Direct Marketing Account Representative, IC System (2008) — managed 250+ direct marketing projects annually; CRM data integrity, reporting, and analytics. Client Manager, CMS Direct (2007) — promoted three times. Client Services Manager & Project Manager, IC System (1996–2000) — managed a team of nine; launched and scaled the company’s first call center service offering. Readex Research (1994–1996) — promoted three times in data processing and research operations.