Janice White
Grapevine,TX
Summary
Highly accomplished Senior Client Success Manager with a proven track record of actively listening to clients to identify growth opportunities. Skilled in understanding and determining customer needs, I excel at delivering tailored solutions that increase customer satisfaction—possessing a keen ability to build solid relationships and provide exceptional service, consistently driving revenue growth and exceeding client expectations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to impact company success positively.
Overview
18
18
years of professional experience
Work History
Senior Client Success Manager
Rimini Street
02.2021 - Current
- Expertly managed $18M ARR across an average of 50 clients from all Industry verticals with an emphasis on Strategic and Enterprise clients
- Managed a diverse client base to ensure a 95% customer satisfaction rate, consistently exceeding goals
- Responsible for identifying training needs and improving product utilization, resulting in a 15% increased adoption rate
- Collaborate with the sales and marketing teams to identify upsell and cross sell opportunities, resulting in 90% achievement of the goal
- Leverage AI tools to analyze customer data and predict churn risks effectively, resulting in 20% improvement in customer retention
- Participate in the onboarding of accounts, ensuring strong adoption and best use of products to achieve clients' ROI/KPIs
- Continually access, document, and analyze customer progress toward goals and help define KPIs and adoption goals
- Develop and lead Quarterly/Executive Business Reviews with C-level executives
- Collaborate with cross-functional teams to analyze customer data and identify opportunities for program improvement.
Agile Product Owner
Oracle Corporation
06.2018 - 08.2020
- Develop, implement, and manage team metrics, evaluate team metrics and make recommendations to teams and management for improvements and provide updates on project status
- Work with the PMO manager to champion ongoing process improvement initiatives to implement best practices for Scaled Agile Project Management
- Provides monthly metrics reporting to Product Development management team on burn down progress, velocity, and release updates
- Translate product ideas and vision into actionable work for our development team, including use cases, workflows, epics, stories, tasks, and product wireframes.
Customer Success Manager
Oracle Corporation
05.2009 - 06.2018
- Managed a portfolio of 50+ strategic and enterprise clients, achieving customer satisfaction score of 95%
- Continually analyze customer progress toward goals and help define KPIs and adoption goals
- Develop and lead Executive Business Reviews with C-level executives for each client in my book of business
- Proactively identify churn risk and strategically plan to divert/reduce that risk
- Achieved 90% renewals
- Collaborate with the sales team to identify upsell and growth opportunities
- Achieved 100% of goal.
Business Relationship Manager
Oracle Corporation
05.2007 - 05.2009
- Establish Trusted Advisor relationships to ensure customer’s overall satisfaction with product
- Work with Development/Sales teams on creating Service Road maps
- Act as a selling resource for the sales team to close new business
- Achieved 100% of goal
- Responsible for end-to-end escalation/issue resolution and escalation at the business and executive levels
- Work with internal customers to ensure they are leveraging Oracle solutions in their day-to-day operations
- Consistently produced a client satisfaction score of above 90%.
Consulting Sales Representative – Commercial Accounts
Oracle Corporation
06.2006 - 05.2007
- Proven track record of consistent above quota sales achievement, obtaining 120% of goals
- Work closely with software license sales counterparts to develop and manage a sales strategy to penetrate existing accounts and generate business in new accounts
- Improving customer service based on client feedback through the development of new programs and service offerings by Oracle
- Negotiate with clients and partners on contract terms, rates, plans, schedules, resources, involvement, and roles/responsibilities.
Education
Skills
- Business Growth
- Conflict Resolution
- Contract Negotiations
- Client Relationship Management
- C-Level Relationship Management
- Data Analysis
- Team Building & Leadership
- Customer Retention
- Performance Metrics
- Customer Experience
- Communication & Interpersonal Skills
- Flexible and Adaptive Problem-Solving Skills
Timeline
Senior Client Success Manager
Rimini Street
02.2021 - Current
Agile Product Owner
Oracle Corporation
06.2018 - 08.2020
Customer Success Manager
Oracle Corporation
05.2009 - 06.2018
Business Relationship Manager
Oracle Corporation
05.2007 - 05.2009
Consulting Sales Representative – Commercial Accounts
Oracle Corporation
06.2006 - 05.2007
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