Looking for a job

Jacob Schenk

@jacobschenk

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Customer Success Leader driving adoption, retention, operational excellence, and data-driven client outcomes.

United States

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What I'm looking for

I'm looking to lead customer success, SaaS operations, or implementation work where I can improve adoption, retention, scalable workflows, and service delivery across complex client environments.

Customer success, implementation, and operations leader with experience across healthcare, technology, and client services. Managed complex implementations, customer support teams, and high-volume operations while improving service levels, customer satisfaction, and retention. Skilled in project management, stakeholder engagement, process improvement, training, EHR systems, data analysis, and cross-functional leadership. Proven ability to translate customer needs into practical solutions and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Scheduling Specialist

Current

UW Health

Jun 2024 - Dec 2026 (2 years 6 months)

Coordinate high-volume patient scheduling within a complex healthcare environment, using Epic/EHR systems and work queues to manage appointments, resolve issues, and optimize provider capacity. Collaborate with patients, providers, and clinical teams while maintaining data accuracy, confidentiality, and service quality. Support process improvements that enhance access and operational efficiency.

Healthcare Operations EHR Data Management Patient Access

Service Desk Manager

Converge Technology Solutions

Nov 2017 - Jun 2023 (5 years 7 months)

Service Desk Manager leading a 20-person support team handling 25,000 monthly calls. Managed KPIs, SLAs, scheduling, escalations, QA, training, and process improvement. Increased SLA performance from 70% to 95% through data-driven workflow and scheduling changes while improving service quality, efficiency, and customer experience.

Team Leadership Performance Management KPI Analysis SLA Management Quality Assurance Operational Management Escalations Management Resource Planning Root Cause Analysis Customer Experience Management

Lead Implementation Manager

Transform Technologies

Feb 2015 - Apr 2017 (2 years 2 months)

Led ~50 SaaS implementations annually, managing 5–10 concurrent projects from onboarding through go-live and post-launch support. Coordinated requirements, configuration, testing, training, vendors, and stakeholders. Trained teams of up to 20 users, managed project risks and timelines, and drove successful adoption, client satisfaction, and process improvement.