John A. Bell

Remote Worker based in Providence, RI

ja.bell@me.com

Profile

Customer success and support professional with 30 years of experience in customer service/success and over 15 years in overlapping technical support roles. Skilled in building strong client relationships, resolving complex issues, creating solutions, and delivering high-quality customer experiences across diverse industries.

Skills

CRM Software Proficiency (Salesforce, Front, Help Scout)
Product Knowledge Management
Technical Writing
Internal Tool Development
iOS/macOS & Web Development
Strong Communication and Active Listening
Relationship-building
Empathy and Conflict Resolution
Customer Advocacy
Critical Thinking

Experience

Senior Customer Success Representative

11/2020 - 3/2025

Customer Success Manager & Support Engineer

7/2017 - 11/2020

Genius

8/2008 - 12/2016

Systems Coordinator

1/2006 - 6/2008

Accomplishments

Helped grow the Crowd Ox customer base sixfold by enabling our team to provide meaningful customer experiences, which led to our acquisition by BackerKit
Used self-taught software engineering skills to build internal tools for the Crowd Ox Customer Success team
Built and implemented an internal NPS system at Crowd Ox
Was a key player in acquiring and retaining some of our largest customers at Crowd Ox (Larian Studios, Catalyst Game Lab, Alderac Entertainment Group), with Crowdfunding Projects valued at over $1 million
Earned multiple awards at Apple for providing the highest levels of customer service, including several for multi-month NPS scores of 100

BackerKit

Senior Customer Success Representative

11/2020 - 3/2025

After the acquisition of my previous company, Crowd Ox, I handled the retention and transition of customers and active contracts from Crowd Ox to BackerKit, with a successful retention rate greater than 80%
Managed 30-50 high-value accounts (contract values over $3,000 each) at any one time for pledge management services, while advocating for customer needs and contributing to internal SOPs and external documentation
Helped customers navigate complex pledge management scenarios and provided tailored solutions to ensure a successful post-campaign survey experience

Crowd Ox

Customer Success Manager & Support Engineer

7/2017 - 11/2020

Managed a team of three Customer Success representatives, ensuring standards and expertise in our products and services and supporting the growth of team members in their roles
Extensively worked with our product team, advocating for and helping to build new features while also managing our stable of clients and providing product education and problem-solving for customers using existing features and workarounds
Built internal tools for our teams, including NPS integration and data-sharing workflows via webhooks

Apple

Genius

8/2008 - 12/2016

Worked directly with customers to troubleshoot, repair, and educate customers on the use of their Apple products, including iPhones, Macs, and iPads
Helped identify and flag to engineering potential systemic hardware and software issues

Brown University Bookstore

Systems Coordinator

1/2006 - 6/2008

Managed all University Bookstore systems, including IBM AS/400 backend, POS, and workstation Macs and PCs
Was the Department Computing Coordinator (DCC) for the Bookstore, a liaison for computing needs, resources and knowledge-sharing with the wider university community

Projects

Norakind

An ADHD-friendly task management app available on the App Store. Designed to help users stay organized with features tailored for neurodivergent minds.

Spenvelopes

A simple and fast envelope budgeting system for iOS. Currently in development, bringing traditional envelope budgeting into the modern mobile era.

In Development

Mechanical Bell

A side business where I build apps, websites, and internal tools for companies. Bringing my technical expertise and experience to help businesses solve unique challenges.