Jayson Ferman

Experience

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  United States Marine Corps

  Jan 1999 - Aug 2003

  INFANTRY SQUAD LEADER, UNITED STATES MARINE CORPS

  •Led squad (≈12) through training exercises and operations in Iraq•Cross-trained all squad members to perform the jobs of others, as well as their own•Held accountable for the preservation and maintenance of the entire squad’s equipment•Responsible for good order and discipline of all squad members

• 

  Press Ganey

  Oct 2004 - Nov 2021

  Led team of client support associates (≈15) with skill level ranging from young professional to senior level knowledge – Successfully mentored team to excel in management of their assigned customer portfolios, navigate a large complex company, and pursue new challenges and roles▪ Monitored and coached team’s performance to consistently hit company and department goals for customer retention, quality of deliverables, and to meet project timelines▪ Provided guidance to resolve customer service recovery issues with cross-functional teams and guided internal operations teams to understand customer needs and resolution path▪ Served as department lead and performed project management for cross-functional company initiatives to improve quality of client-facing deliverables and processes ▪ Actively strategized to create and execute risk mitigation plans for strategic accounts in collaboration with leaders of multiple business units, sales teams, and operational support Show less Core responsibilities included implementation and ongoing monitoring of clients’ account configurations for accuracy, quality, and full adoption of contracted products, including completion of recurring audits to ensure clients’ compliance with required governmentregulated data collection▪ Partnered with clients across the U.S. with focus on multiple high-revenue, strategic accounts▪ Employed project management principles to organize, document, and communicate regarding specific projects on customer accounts as well as ongoing tracking of account activities▪ Served as Subject Matter Expert and mentor by conducting topic-specific training for new associates▪ Partnered with cross-functional account team to devise and execute strategies to support and retain shared customer accounts Show less

  • CLIENT SUCCESS - REGIONAL MANAGER

    Aug 2014 - Nov 2021

  • Enterprise Account Manager

    Oct 2004 - Aug 2014
• 

  Workiva

  Oct 2022 - now

  Senior Customer Success Manager