JEFFREY KRUEGER
Customer Success: Digital Experience Lead
Kitasaku-gun
Summary
As the Digital Experience Lead at FormAssembly, I'm passionate about customer success, automation, and maximizing customer satisfaction through smart, adaptive feedback systems that drive product engagement.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work History
Digital Experience Lead
FormAssembly
02.2023 - Current
- Designing and managing FormAssembly's digital portfolio.
- Maintaining consistent touchpoints, automatically delivered throughout the digital lifecycle
- Ensuring seamless customer experience across all business verticals and positive customer satisfaction
- Automating processes while retaining agility and flexibility to respond to ad hoc customer needs
CUSTOMER SUCCESS MANAGER
FormAssembly
08.2019 - 03.2023
- Managing portfolio of approximately 25 strategic Enterprise accounts, along with larger portfolio of non-strategic accounts
- Improving key customer retention metrics, such as adoption, retention, and engagement.
- Utilizing product knowledge to effectively guide customers toward their desired outcomes.
- Driving product adoption by assisting with onboarding new customers and teammates.
- Identifying and improving all aspects of client's health status. Assisting with development of team strategy playbook.
TECHNICAL SUPPORT SPECIALIST
FormAssembly
08.2017 - 08.2019
- User support: providing answers dozens of technical queries daily
- Troubleshooting thorny, complex technical issues
- Helping create and update technical documentation
SISTER CITY FRIENDSHIP AMBASSADOR
Tateshina Town Office
08.2001 - 08.2017
- Coordinating and directing sister city exchanges
- Translating and interpreting between English and Japanese
- Teaching English as a second language at local schools
Education
Bachelor of Arts - Philosophy
University of Oregon
Eugene, OR 07.1997 - 07.2001
Diploma - Intensive Japanese Studies
WASEDA UNIVERSITY
Tokyo, Tokyo 08.2000 - 06.2001
Skills
Customer Relation Management
Strategic Account Management
Data Analysis & KPI Formulation
Leadership & Team Building
Technical Troubleshooting & Problem Solving
References
- JORDAN WEBB, SENIOR SUPPORT ENGINEER, MAPBOX, (971) 645-0553, webb.jordy@gmail.com, Former coworker
- ASUKA GOYA, PRODUCT LIAISON, FORMASSEMBLY, (812) 324-1455, asuka@formassembly.com, Former teammate
Timeline
Digital Experience Lead
FormAssembly
02.2023 - Current
CUSTOMER SUCCESS MANAGER
FormAssembly
08.2019 - 03.2023
TECHNICAL SUPPORT SPECIALIST
FormAssembly
08.2017 - 08.2019
SISTER CITY FRIENDSHIP AMBASSADOR
Tateshina Town Office
08.2001 - 08.2017
Diploma - Intensive Japanese Studies
WASEDA UNIVERSITY
08.2000 - 06.2001
Bachelor of Arts - Philosophy
University of Oregon
07.1997 - 07.2001