Jason Mercer - Pottinger

Commander
DISC Type : D

Senior Dir., Customer Care Americas at Vantive

Greater Tucson Area, United States

Overview

Jason is a globally recognized contact center leader and the Senior Director of Customer Care for the Americas at Vantive. An alumnus of the University of Reading, he specializes in patient-centric service in the healthcare sector, leading teams that support over 80, 000 patients. People who have worked with him describe him as an innovative and inspiring leader.

Outside of his primary role, Jason is an active blogger, podcaster, and frequent conference speaker on customer experience topics. He is a passionate advocate for diversity and inclusion, contributing to initiatives that support creating authentic and welcoming work environments. He also dedicates time to mentoring emerging leaders in his industry.

Unique fact: Jason is the President of the Phoenix Chapter of the Contact Center AI Association (CCAIA), driving innovation in customer support.

Personality Overview

Risk-Taker

Impact-Driven

Candid & Clear

They are very proud of what they do.  More than the product, they care about the effectiveness of the product. They respond well to strong and respectful communication.

Topics They Care About

AI in Customer Care
As President of the CCAIA's Phoenix chapter and a frequent speaker, he actively explores how AI can transform leadership development and the patient journey in contact centers.
Patient-Centric Healthcare
His career is dedicated to supporting patients, specifically in telehealth and dialysis, focusing on empathetic solutions to improve their experience and outcomes.
Operational Turnarounds
He has a proven history of scaling operations, including launching a brand new, high-performing remote contact center for Baxter Healthcare in under 120 days.

Media Appearances

Jason has no verified media appearances

Work History

2-2025
Senior Dir., Customer Care Americas at Vantive
11-2023 - 2-2025
Senior Dir. Customer Care Americas at Baxter International Inc.
3-2016 - 11-2023
RTS Operations Director (Contact Centers) at Baxter Healthcare Corporation
3-2012 - 3-2016
Dir, Global Customer Service at Baxter
3-2007 - 2-2012
Head of Customer Service at Baxter Healthcare

Education

Batchelor’s from University of Reading

More Information

Social Presence :

Prographics :

Exp : 18 Location : Greater Tucson Area, United States Job Level : N/A Designation : Senior Dir., Customer Care Americas at Vantive
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Insights For Selling To Jason

During A Call Or A Meeting

DO's

  • When negotiating terms, help them build an impression that they are the ones calling the shots
  • Hold your ground without indulging in one-upmanship
  • Help them weigh the risks by sharing objective proof points without becoming too analytical

DONT's

  • Don’t take too much time in sending them information if they ask for any
  • Don't try too hard to forge relationships with them
  • Do not spend too much time focusing on product tech or features

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jason is

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

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

Insights For Deal Planning

    How fast (or slow) will Jason move?

  • They can take decisions very fast if you manage to convince them.
  • Can Jason take some risk or not?

  • The risks don’t matter much to them.

You And Jason

Personality Compatibility


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