Josh Jordan

Experience

• 

  Publix Super Markets

  Jan 1998 - Dec 2011

  Asst. Customer Service Mgr.

  Publix Supermarkets is a leading grocery retail chain known for its commitment to exceptional customer service, quality products, and community engagement. With a strong emphasis on fresh produce, a wide range of groceries, and a welcoming atmosphere, Publix has become a trusted destination for shoppers seeking convenience and a personalized shopping experience.• Assisted in supervising and coordinating customer service operations, ensuring optimal team performance and adherence to service standards.• Managed escalated customer inquiries and resolved complex issues, maintaining a high level of customer satisfaction and loyalty.• Contributed to the development and implementation of training programs for customer service representatives, enhancing their product knowledge and service skills.• Partnered with the Customer Service Manager to meticulously analyze data and metrics, pinpointing areas for enhancement and executing strategies that led to a remarkable 15% reduction in costs Show less

• 

  University of Florida

  Jan 2011 - Dec 2012

  Instructional Support

  The Office of Academic Technology (AT) provides resources, technical assistance, and equipment to assist the University of Florida faculty, staff and students. The three general divisions of AT include support for media services, instructional technology and teaching/learning.• Assisting instructors with the operation of classroom technology• Installing, maintaining, and supporting classroom technology• Circulating audio/visual and portable multimedia equipment

• 

  Apple

  Aug 2013 - Dec 2015

  Apple Senior iOS Advisor

  Apple is a globally renowned technology company that revolutionizes consumer electronics, software, and digital services. With an innovative spirit at its core, Apple has consistently set industry benchmarks through its iconic products like the iPhone, iPad, and Mac, while also leading in software development with platforms like iOS, macOS, and a diverse range of apps and services.• Provide expert technical guidance and support to Apple customers, resolving complex iOS-related inquiries and issues promptly and effectively.• Serve as a subject matter expert for iOS devices, applications, and services, offering in-depth assistance to both customers and junior advisors.• Collaborate with engineering and development teams to escalate and investigate intricate technical issues, ensuring timely resolution and enhancing product performance.• Lead training sessions and knowledge-sharing initiatives within the team, contributing to the continuous improvement of support processes and advisor skill sets.• Foster positive customer interactions through empathetic communication and problem-solving, resulting in high customer satisfaction scores and customer loyalty.• Awarded 2014 Customer Excellence Award for exceptional service. Show less

• 

  SharpSpring

  Jun 2016 - Jan 2021

  Senior Product Manager

  SharpSpring is an all-in-one growth platform with a suite of tools for managing marketing and sales with built-in automation and CRM capabilities. Drive, manage, and convert more leads with SharpSpring.• Collaborate closely with executive stakeholders to define feature priorities and gather requirements, ensuring alignment with overall product goals.• Oversee end-to-end project lifecycles, from inception through design, development, and successful release, managing cross-functional coordination, quality assurance, and project management.• Lead multiple agile, cross-functional teams consisting of 3-8 members each, guiding them throughout the product development lifecycle.• Facilitate effective communication of technical, cost, and schedule risks to relevant personnel, while maintaining focus on product objectives within established scope.• Drive successful product launches through collaborative efforts with stakeholders across the organization, expertly managing risks and providing solutions as needed.• Acknowledged with the 2017 MVP Award for exceptional strategic planning, product lifecycle management, and leadership skills.• Key Releases: In-App Guidance (current), Chatbots, Live Chat/Slack Integration, Sales Dialer, Sales Optimizer, Task Manager, Activity Feed, START, Account & Opportunity Auto Association, Auto Notifications Manager, Piesync Integration, Free CRM Show less

• 

  Brainshark

  Jan 2021 - Aug 2022

  Senior Product Manager

  Brainshark is a leading platform for Sales enablement and readiness that prepares client-facing teams to perform at the highest level. From training and practice to data-driven insights and everything in between, Brainshark is a comprehensive platform for the most critical area of enablement: sales readiness.• Led end-to-end product lifecycle management for a high-impact software product, from initial concept to successful launch, resulting in a 40% increase in user adoption and a 25% growth in revenue.• Conducted comprehensive market research and competitor analysis to identify market trends and user needs, guiding product roadmap decisions and ensuring alignment with customer expectations.• Collaborated closely with cross-functional teams, including engineering, design, and marketing, to ensure seamless execution of product development, resulting in consistent on-time delivery and a 20% reduction in time-to-market.• Championed customer-centric design principles, facilitating user feedback sessions and incorporating insights into iterative product enhancements that led to a 15% improvement in user experience.• Implemented effective product monetization strategies, skillfully retaining customers during contract renewals Show less

• 

  WinDifferent

  Sept 2022 - May 2023

  VP of Product Management

  WinDifferent powers one of the world's most effective, proprietary marketing systems to help BDev Ventures’s portfolio companies scale faster than the competition. This unique framework generates positive engagement that leads to ready-to-close opportunities which massively expands sales pipelines.• Led strategic initiatives to develop and implement innovative solutions that significantly enhanced operational efficiency, resulting in a 20% reduction in costs within the first year.• Collaborated with cross-functional teams to align product development, marketing strategies, and customer feedback, resulting in a 30% increase in customer satisfaction and retention rates.• Played a pivotal role in building strong client relationships by providing customized solutions that addressed complex business challenges, leading to a 25% increase in client referrals and partnerships.• Provided visionary leadership to a team of solution architects, product managers, and sales professionals, fostering a collaborative and high-performing work environment that consistently exceeded targets and goals Show less

• 

  Neurotone AI

  Feb 2024 - now

  Head of Product