Jacob Fishstrom

Experience

• 

  University of Michigan

  Sept 2007 - Jun 2011

  - Write and design newsletter to keep 100+ participants updated- Maintain Facebook page to stay in contact with current participants and recruit new participants- Solve problems regarding research-gathering methods- Quickly and accurately enter data into database - Work in fast-paced environment, serving 200+ students per night- Organize and prepare for special events- Train new employees

  • Assistant Data Analyst/Communications Assistant

    Nov 2009 - Jun 2011

  • Events and Dining Services Coordinator

    Sept 2007 - Apr 2011
• 

  Volunteers for Peace

  Aug 2010 - Aug 2010

  Volunteer

  - Served small Italian village with environmental restoration and festival assistance- Tutored English on a daily basis to ease communication between volunteers- Coordinated with volunteers from seven different countries

• 

  English Language Institute

  Sept 2010 - May 2011

  Conversations Circle Leader

  - Lead weekly discussions and develop effective teaching methods

• 

  Mattersight Corporation

  Jul 2011 - Jan 2020

  - Consult with clients to drive improvement in performance metrics for Customer Service Representatives (CSRs) and managers; daily contact with program managers at Fortune 100 clients - Communicate deadlines and updates, set expectations, build rapport, and regularly follow-up- Lead quarterly client updates to review data, track progress towards goals, and provide detailed updates on future account activity- Analyze results from behavioral analytics algorithms to transform unstructured data from customer interactions into actionable business insights- Create reports using Tableau, SQL Server, Excel, and PowerPoint to guide clients’ strategies for improving operational performance- Support Account Executives in creation of sales materials, leading directly to increased revenues Show less

  • Customer Success Manager

    Apr 2016 - Jan 2020

  • Customer Success Senior Analyst

    Apr 2014 - Apr 2016

  • Customer Success Analyst

    Jul 2012 - Apr 2014

  • Data Integrity and Testing Analyst

    Jul 2011 - Jul 2012
• 

  Sprinklr

  Jan 2020 - Aug 2022

  Senior Success Manager
• 

  MParticle

  Sept 2022 - Apr 2024

  Senior Customer Success Manager