Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

Janice White