As Included Health’s Director of Client Success, Digital First, Jim leads and manages a new team of Client Success professionals. His strategic priorities include cultivating a client-centric culture, emphasizing client satisfaction at scale. Focusing on proactive delivery of relevant self-service, client-facing content to reduced churn, increased retention, and expand growth opportunities.
Prior to joining Included Health Jim was the Director of Digital Sales at Alight Solutions. His team transformed Alight's sales process and client experience with a data-driven, digital-first approach to sales, leveraging customer insights and analytics to optimize performance and revenue. Jim also spent 16 years at Microsoft in roles ranging from support, sales and CS leadership. Most notably, his team help launch Microsoft's first Digital Customer Success organization that now spans the globe.
Jim, his wife, Amanda, and their three daughters call colorful Colorado home.