Open to opportunities

Jarrett Shotts

@jarrettshotts

Message

Customer-centric manager with a passion for enhancing client experiences.

United States

Message

What I'm looking for

I am looking for a role that values creativity and customer engagement, where I can contribute to team success and drive meaningful results.

I am a customer-centric professional with extensive experience in managing diverse teams and enhancing customer experiences. My journey began with a Bachelor of Arts in Communication, which laid the foundation for my strong communication skills and work ethic. Over the years, I have honed my ability to connect with customers and understand their needs, ensuring they receive the best service possible.

In my most recent role as a Manager of Customer Experience at Michaels, I successfully managed a team of approximately 10 individuals, focusing on training, customer engagement, and performance metrics. My freelance work as a Creative Consultant has allowed me to merge my artistic talents with my marketing skills, creating impactful digital designs and content for various clients. I thrive in environments where I can leverage my creativity and strategic thinking to drive results.

Throughout my career, I have held various positions that emphasize customer advocacy and marketing. From managing customer referral programs to developing sales enablement strategies, I am dedicated to fostering strong relationships with clients and ensuring their satisfaction. I am excited to bring my expertise in customer experience and marketing to a new opportunity where I can continue to make a positive impact.

Experience

Work history, roles, and key accomplishments

Current

Freelance Creative Consultant, Artist, & Digital Designer

Current

Shotts Art & Design

Jan 2022 - Present (3 years 5 months)

Leveraged sales and marketing experience to establish a creative consulting business, managing all aspects from content creation to project management. Developed digital designs, copywriting, and sales enablement strategies for clients.

Digital Design Copywriting Sales Enablement Project Management Content Creation Marketing Strategy Business Development Client Management Budget Management

Manager, Customer Experience

Michaels

Dec 2023 - May 2025 (1 year 5 months)

Managed a diverse team of approximately 10 people, focusing on customer and employee experience. Achieved success metrics in rewards member sign-ups, protection plan sales, and credit card applications.

Team Management Customer Service Sales Training performance reporting Strategic Planning Employee Development Customer Experience Retail Operations Data Analysis

Custom Framer

Michaels

Jul 2023 - Dec 2023 (5 months)

Performed a dual role in sales and production, assisting customers with custom framing choices while accommodating their budget. Responsible for receiving parts, assembling frames, and preparing them for customer pickup.

Sales Production Custom Framing Budget Management Inventory Management Customer Service Retail Sales Visual Merchandising

Customer Marketing Manager

OnSolve

Sep 2021 - Dec 2021 (3 months)

Generated pipeline by focusing on selling to existing customers, collaborating with Account Management and Customer Success teams for cross-sell and up-sell opportunities. Evaluated customer ecosystems, coordinated with sales leaders, and created ROI-generating campaigns.

Customer Marketing Pipeline Generation Cross Selling Upselling Account Management Customer Success Salesforce Campaign Management Content Creation Webinar Management

Client Marketing Manager

Traliant

Feb 2021 - Jun 2021 (4 months)

Supported customer-facing teams in implementation, training, and cross-sell/up-sell initiatives, focusing on customer advocacy and happiness. Developed and managed customer referral programs, welcome nurtures, and review site content.

Customer Advocacy Referral Programs Email Marketing Content Management Webinar Management Customer Engagement Customer Success Marketing Campaigns

Sr. Client Success Manager

MangoApps

Apr 2018 - Dec 2019 (1 year 8 months)

Managed the 50 largest North American customers, overseeing support, project management, and implementation. Redesigned the implementation process to enhance efficiency for both customers and internal teams.

Project Management Customer Support Implementation Content Creation Customer Marketing Training Process Improvement

Global Marketing Manager, Customer Advocacy and Analyst Relations

Concur

Jan 2017 - Apr 2018 (1 year 3 months)

Focused on the Customer Advocacy Program (CAP) and supported Analyst Relations activities. Managed the Customer Awards program, coordinated customer interviews with analysts, and created case study videos.

Customer Advocacy Analyst Relations Program Management Event Planning Content Creation Salesforce Marketing Strategy Customer Engagement Reporting

Field Marketing Manager, SMB Client Development

Concur

Jul 2015 - Jan 2017 (1 year 6 months)

Supported the Client Development Small Business Sales and Support teams, creating programs and campaigns to generate sales opportunities and improve customer retention. Developed and hosted webinars and managed newsletters.

Field Marketing Sales Support Customer Retention Salesforce Marketo ON24 Email Marketing Campaign Management Training Development

Field Marketing Manager, SMB Canada

Concur

Jan 2015 - Jul 2015 (6 months)

Supported the sales funnel for the Canada Small Business Sales teams, using Salesforce to create, manage, and track sales campaigns. Organized and executed in-person events to generate sales opportunities.

Field Marketing Salesforce Event Management Sales Strategy Lead Generation Market Analysis Customer Relationship Management Compliance

Sr. Client Development Representative

Concur

Dec 2013 - Jan 2015 (1 year 1 month)

Collaborated across Sales, Customer Support, and Marketing to enhance customer experience and identify upsell opportunities. Streamlined internal processes and communicated customer feedback to leadership.

Sales Customer Support Marketing Process Improvement Customer Feedback Cross Selling Upselling Customer Experience Communication

Product Manager

MangoApps

May 2013 - Jan 2014 (8 months)

Performed a hybrid sales and marketing role with light implementation and support responsibilities. Provided product demonstrations, assisted new customers with implementation, and evaluated new CRM tools.

Product Management Sales Marketing Implementation Customer Support Product Demonstrations CRM Sales Cycle Management Contract Management Billing

Account Development Representative

OpenText

Apr 2012 - Jun 2013 (1 year 2 months)

Qualified leads and converted them into opportunities for various sales teams, developing and executing sales campaigns with the Marketing team. Tracked communication and account development using Salesforce.

Lead Qualification Campaigns Salesforce Co Marketing Customer Education Opportunity Management CRM Communication

Education

Degrees, certifications, and relevant coursework

Grove City College

Bachelor of Arts, Communication

Activities and societies: Nu Lambda Phi Fraternity President (2008-2011); Grove City College Varsity Basketball (2007-2008); Inter-Fraternity Sports Commissioner (2009-2010); Volunteer Basketball Coach - Grove City YMCA (2008-2009)

Completed a Bachelor of Arts in Communication. Engaged in various extracurricular activities including serving as Nu Lambda Phi Fraternity President and participating in Varsity Basketball. Volunteered as a basketball coach at the Grove City YMCA.