About
Summary:
• Accomplished executive with a track record of driving operational…
Articles by Zach
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Customer-Centric Transformation: Navigating Success by Meeting Evolving Customer Needs
Customer-Centric Transformation: Navigating Success by Meeting Evolving Customer Needs
By Zach Lein
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Leading Through Coaching: Bridging the Gap Between Generations in the Workplace
Leading Through Coaching: Bridging the Gap Between Generations in the Workplace
By Zach Lein
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Leading with Resilience and Innovation: Navigating Leadership in 2023
Leading with Resilience and Innovation: Navigating Leadership in 2023
By Zach Lein
Activity
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Saturday thoughts… There are a lot of *brilliant* women in our industry who aren’t getting the recognition they deserve. Yet, it’s common to see the…
Saturday thoughts… There are a lot of *brilliant* women in our industry who aren’t getting the recognition they deserve. Yet, it’s common to see the…
Liked by Zach Lein
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As the President of GWEN, one of Robert Half's ENG's I would like to ask you to join me in congratulating Ascend for another successful convention…
As the President of GWEN, one of Robert Half's ENG's I would like to ask you to join me in congratulating Ascend for another successful convention…
Liked by Zach Lein
Experience
Education
Licenses & Certifications
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CSCMP Supply Chain Foundations: The Essentials Professional Certificate
CSCMP - Council of Supply Chain Management Professionals
IssuedCredential ID 15f7d47a8ac8eb9942f22fdd007136889bae68317d7949773e89b3180c1c0b6 -
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Six Sigma Black Belt
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Volunteer Experience
Honors & Awards
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4 Navy/Marine Corps Achievement Medals
USMC
Organizations
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Burr Wolff
Customer Success Manager
-• Spearheaded the customer success efforts for the Burr Wolff tax management software, ensuring value recognition, retention, and overall customer satisfaction. • Maintained an exceptional 100% customer retention rate, highlighting the ability to foster strong customer relationships and deliver ongoing value. • Successfully managed a portfolio of 110+ accounts, including high-profile clients such as Wal-Mart, Verizon, AT&T, and Exxon. • Strategically implemented a 25% fee increase across all…
• Spearheaded the customer success efforts for the Burr Wolff tax management software, ensuring value recognition, retention, and overall customer satisfaction. • Maintained an exceptional 100% customer retention rate, highlighting the ability to foster strong customer relationships and deliver ongoing value. • Successfully managed a portfolio of 110+ accounts, including high-profile clients such as Wal-Mart, Verizon, AT&T, and Exxon. • Strategically implemented a 25% fee increase across all customer contracts, resulting in increased revenue without losing any accounts. • Collaborated closely with cross-functional teams to ensure seamless customer onboarding, ongoing support, and effective issue resolution.
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Tax Compliance Inc
Senior Implementation Specialist
-• Led the implementation of TCI property tax management software for large strategic customers, ensuring seamless execution and customer satisfaction. • Successfully completed over 25 complex customer implementation projects, valued at more than $6M in annual contract value (ACV). • Managed highly strategic customer implementations, including renowned companies such as Coca-Cola and Nike. • Collaborated closely with internal teams, including sales, product development, and customer success, to…
• Led the implementation of TCI property tax management software for large strategic customers, ensuring seamless execution and customer satisfaction. • Successfully completed over 25 complex customer implementation projects, valued at more than $6M in annual contract value (ACV). • Managed highly strategic customer implementations, including renowned companies such as Coca-Cola and Nike. • Collaborated closely with internal teams, including sales, product development, and customer success, to ensure the successful delivery of implementation projects. • Developed and maintained strong relationships with key stakeholders to understand customer requirements, address concerns, and deliver tailored solutions. • Implemented best practices and streamlined processes to improve implementation efficiency, reduce time to value, and enhance customer satisfaction.
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Paychex
Professional Services Manager
-• Successfully managed a team of 20+ personnel, including Department Managers, Implementation Specialists, Customer Service Representatives, and Customer Service Supervisors, supporting Paychex Preview software. • Led check printing, packing, and shipping operations, achieving the lowest error rate in the region and ensuring smooth and accurate service for customers. • Maintained an exceptional customer retention rate of over 98% through effective team management, process optimization, and…
• Successfully managed a team of 20+ personnel, including Department Managers, Implementation Specialists, Customer Service Representatives, and Customer Service Supervisors, supporting Paychex Preview software. • Led check printing, packing, and shipping operations, achieving the lowest error rate in the region and ensuring smooth and accurate service for customers. • Maintained an exceptional customer retention rate of over 98% through effective team management, process optimization, and proactive customer support. • Identified opportunities to drive additional revenue and created a new training service, resulting in an annual revenue generation of $500K. • Oversaw the successful migration of over 3000 accounts following an acquisition, ensuring a seamless transition for customers and maintaining high satisfaction levels. • Completed the Paychex Management In Training (MIT) program, further enhancing leadership and operational management skills.
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United States Marine Corps
Operations Manager - Sergeant
-• Supervised operations for a company of over 200 personnel, ensuring effective execution of missions and maintaining a high level of readiness. • Planned and coordinated over 60 training exercises and real-world operations, fostering team cohesion and improving operational efficiency. • Received numerous awards and recognition, including 4 Navy/Marine Corps Achievement medals, for exemplary performance and dedication to duty. • Demonstrated strong leadership during the withdrawal of the United…
• Supervised operations for a company of over 200 personnel, ensuring effective execution of missions and maintaining a high level of readiness. • Planned and coordinated over 60 training exercises and real-world operations, fostering team cohesion and improving operational efficiency. • Received numerous awards and recognition, including 4 Navy/Marine Corps Achievement medals, for exemplary performance and dedication to duty. • Demonstrated strong leadership during the withdrawal of the United Nations from Somalia, effectively managing logistical operations and ensuring a successful mission completion.
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Join now to viewMore activity by Zach
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Inc. Magazine recently featured WebPT's Co-Founder and Chief Clinical Officer, Dr. Heidi Jannenga, PT, DPT, ATC. Check out the article to hear how…
Inc. Magazine recently featured WebPT's Co-Founder and Chief Clinical Officer, Dr. Heidi Jannenga, PT, DPT, ATC. Check out the article to hear how…
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SPMB Executive Search’s Innovation & Sustainability Practice leaders, Todd Greenhalgh & Nick Hoffmire, will be attending RE+ 2024 — the country’s…
SPMB Executive Search’s Innovation & Sustainability Practice leaders, Todd Greenhalgh & Nick Hoffmire, will be attending RE+ 2024 — the country’s…
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I used to get to work at 7am. Then we had 3 kids. I take two of them to school every morning. So with morning chaos, drop off, and traffic - I get…
I used to get to work at 7am. Then we had 3 kids. I take two of them to school every morning. So with morning chaos, drop off, and traffic - I get…
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95% (estimate) of CSMs want to be more strategic but are stuck in reactive work. Not because of bad fate, voodoo, or black magic. It’s…
95% (estimate) of CSMs want to be more strategic but are stuck in reactive work. Not because of bad fate, voodoo, or black magic. It’s…
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Recently got 3 requests for #customersuccess pros who are SUPER deep in digital CS (Gainsight Journey Orchestrator, customer communities, education…
Recently got 3 requests for #customersuccess pros who are SUPER deep in digital CS (Gainsight Journey Orchestrator, customer communities, education…
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SaaS companies are missing their growth goals left and right. And it's not because of the economy. It's because they are still spending 90% of…
SaaS companies are missing their growth goals left and right. And it's not because of the economy. It's because they are still spending 90% of…
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In my last job I had a horrible boss. I had grown the business from $0 to $5 million. We were crushing it, hiring all these amazing folks and…
In my last job I had a horrible boss. I had grown the business from $0 to $5 million. We were crushing it, hiring all these amazing folks and…
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I am thrilled to announce that I have recently joined Landing as the VP of National Accounts! This new role presents an exciting opportunity, and I…
I am thrilled to announce that I have recently joined Landing as the VP of National Accounts! This new role presents an exciting opportunity, and I…
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It was great to spend time in Western Canada this week! We were in Calgary, Victoria and Vancouver (Surrey and Langley), touring stores and DCs while…
It was great to spend time in Western Canada this week! We were in Calgary, Victoria and Vancouver (Surrey and Langley), touring stores and DCs while…
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Customer experience leaders are dedicating serious budget dollars to GenAI adoption in 2024. Download our new report to see where they’re investing.
Customer experience leaders are dedicating serious budget dollars to GenAI adoption in 2024. Download our new report to see where they’re investing.
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They say a picture is worth a thousand words. Watching the Olympics, this photo is iconic and says so much. What does it say to you? These women have…
They say a picture is worth a thousand words. Watching the Olympics, this photo is iconic and says so much. What does it say to you? These women have…
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SPMB Executive Search’s Mike Doonan was recently tapped by The Ankler—the “beating heart” of the entertainment industry—to weigh in on the hurdles…
SPMB Executive Search’s Mike Doonan was recently tapped by The Ankler—the “beating heart” of the entertainment industry—to weigh in on the hurdles…
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🌟 Monday Motivation for Our Stellar Storable Customer Success Team! 🌟 Happy Monday team! As we kick off the week, let's reflect on the remarkable…
🌟 Monday Motivation for Our Stellar Storable Customer Success Team! 🌟 Happy Monday team! As we kick off the week, let's reflect on the remarkable…
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