Jack Reid

Commander
DISC Type : D

Vice President Technical Support and Education at Accela

Provo, Utah, United States

Overview

Jack is a customer success executive who began his career as a software engineer before finding his passion for customer-facing roles. He has a track record of scaling global support teams at SaaS companies like Adobe, Domo, and Accela. Colleagues describe him as a data-driven, customer-focused, and stellar leader with an MBA from Brigham Young University.

Outside of his focus on govtech modernization, Jack is an avid reader. His recent reads include modern relationship books and classic fantasy novels from his youth, such as Lloyd Alexanders "The Book of Three. " He maintains a strong connection to his alma mater, Brigham Young University.

He started his career writing code, but was drawn to the "magic" of customer interactions, which prompted his successful pivot to customer success leadership.

Personality Overview

Decisive

Candid & Clear

Very Quick

They prefer to move quickly, and expect the same from others.  They respond well to strong and respectful communication. They do not care very much about building rapport or relationships.

Topics They Care About

Govtech Modernization
He is passionate about helping government agencies transition to SaaS solutions to better serve their communities, a frequent topic in his interviews and company posts.
Customer-Centric Support
His entire career is built on customer success. His expertise is recognized externally, having served as a judge for the American Business Awards for customer service.
Bridging Tech & Business
He enjoys sitting 'right in the middle' between customers, product teams, and engineers, leveraging his background as a former software developer.

Media Appearances

Meat & Potatoes Podcast: M&P Ep. 39: Jack Reid, Vice President of Technical Support at Accela. Featured in Meat & Potatoes Podcast (Libsyn)

See Now

Work History

1-2019
Vice President Technical Support and Education at Accela
2-2017 - 1-2019
Vice President Technical Support at Domo, Inc.
6-2015 - 12-2016
Vice President, Global Technical Support at InsideSales.com
5-2013 - 5-2015
Senior Director, Global Customer Care and Technical Support at Cornerstone OnDemand
2009 - 4-2013
Senior Manager, Global Enterprise Customer Success at Adobe

Education

2001 - 2003
MBA from Brigham Young University Marriott School of Business
1992 - 1996
BS from Brigham Young University

More Information

Social Presence :

Prographics :

Exp : 29 Location : Provo, Utah, United States Job Level : Senior Designation : Vice President Technical Support and Education at Accela
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Insights For Selling To Jack

During A Call Or A Meeting

DO's

  • Hold your ground without indulging in one-upmanship
  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • Be respectful but crisp

DONT's

  • Don't try too hard to forge relationships with them
  • Do not spend too much time focusing on product tech or features
  • Avoid being too verbose

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jack is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Jack

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Jack move?

  • If convinced, they can reach decisions quite fast.
  • Can Jack take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Jack

Personality Compatibility


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