Jill Seiter
New Albany,IN
Summary
Dynamic Senior Customer Success Manager at Wood Mackenzie with expertise in customer onboarding and relationship management. Proven track record in driving product adoption and enhancing user experience. Skilled in Salesforce administration, I proactively monitor customer health and resolve issues, ensuring satisfaction and fostering long-term partnerships.
Overview
22
22
years of professional experience
Work History
Senior Customer Success Manager
Wood Mackenzie
Louisville, Kentucky
11.2019 - Current
- Developed customer onboarding and training processes to enhance the user experience with products.
- Built strong, long-term relationships with customers, acting as a trusted advisor.
- Monitored customer health, ensuring satisfaction, and timely resolution of issues.
- Conducted regular check-ins with clients to gather feedback and identify improvement areas.
- Drive product adoption to help the user base utilize its full potential, providing ongoing support, resources, and training.
- Proactively address customer concerns to achieve desired outcomes.
- Identify opportunities for sales by understanding customer needs and suggesting relevant products.
Customer Care Specialist
Genscape Inc
Louisville, KY
06.2006 - 11.2019
- Managed user access for a global customer base, assigning specific permissions and privileges based on the product.
- Managed customer inquiries through multiple communication channels effectively.
- Resolved product issues by troubleshooting and providing timely solutions.
- Documented customer interactions in the Salesforce case management system for accurate tracking.
- Coordinated with sales and product teams to address customer needs effectively.
- Provided timely responses to customer questions and complaints in a professional manner.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Provided product demonstrations to customers who had difficulty understanding how to use the product or service.
Administrative Assistant
Infinite Solutions LLC
New Albany , IN
11.2003 - 06.2006
- Assisted in developing office procedures to improve daily operations efficiency.
- Handled incoming calls and directed inquiries to appropriate departments effectively.
- Fostered positive relationships with vendors to streamline procurement processes efficiently.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Managed database systems containing customer contact information.
- Scheduled appointments between clients and customers and internal staff members.
- Processed invoices for payment using accounting software applications.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
Education
BBA - Marketing
Indiana University Southeast
New Albany, IN08-2001
Skills
- Customer onboarding and training
- Salesforce administration
- Customer health monitoring
- Product adoption strategies
- Relationship management
Accomplishments
The Diligence Award
Issued by Genscape Inc · Dec 2017
- Recognized as an individual who is dedicated and has made an outstanding contribution to the company by going above and beyond.
Notable Contributions
- Leadership & Mentorship: Successfully trained and managed a team of 5 Customer Care Specialists, ensuring alignment with organizational goals and maintaining top performance.
- Revenue Growth: As part of a high-performing team of 9 responsible for $1.5M in Customer Success Qualified Leads (CSQLs), personally contributed 33% of the goal.
- Innovation & Enablement: Designed a Low-Touch Digital Engagement Strategy, creating a presentation for Account Managers and presenting it at the Product Summit to promote scalable client engagement.
- Leadership Collaboration: Contributed to a Round Table discussion on aligning CSM integration strategies with Low-Touch engagement models to drive efficiency and customer retention
- Onboarding & Knowledge Sharing: Assisted in facilitating Commodity Trading Analytics onboarding for CSMs across multiple product verticals, enhancing product knowledge and client engagement.
Timeline
Senior Customer Success Manager
Wood Mackenzie
11.2019 - Current
Customer Care Specialist
Genscape Inc
06.2006 - 11.2019
Administrative Assistant
Infinite Solutions LLC
11.2003 - 06.2006
BBA - Marketing
Indiana University Southeast