Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Hobbies
Hobbies
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Aiden Jung

Client Success Manager
River Edge,United States

Summary

As the Team Lead of Client Success, Higher Education, at Kognito, I am responsible for our enterprise client strategy and roadmap including but not limited to user acquisition, enrollment, product/solution engagement, and client satisfaction. While managing a team of 3, my approach is client-centric and data-driven with strong sense of empathy for a team that has yielded 2 consecutive years of at least 40% increase in overall product engagement/utilization and $2 million in generated revene.

Overview

5
5
years of professional experience
1
1
year of post-secondary education
2
2
Languages

Work History

Team Lead, Client Success

Kognito
New York, NY
05.2020 - Current
  • Lead client success and relationship management through product/platform (CrowdWisdom/LTI/AICC/SSO) integration solutions to improve health outcomes for students in education, government and healthcare sectors.
  • Providing market insights to C-Level members to best inform product andpipeline and training through cadenced market insight initiatives.
  • Developing and adopting effective best-practices and techniques to meet client needs through streamlined resources and activities.
  • Collaborating with clients to define and adhere to programmatic goals/objectives for licensed solutions through MBRs which include metrics such as user acquisition & traffic, user engagement/retention, satisfaction and longitudinal surveying for persistent behavioral and attitudinal change.
  • Managing a team of 3 Client Success Managers in meeting OKRs and client SMART goals for continued developmental up-skilling with tools such as JIRA, Salesforce, Office 365 suite.
  • Decreased Client Success Team's overall client response and resolution time of client issue/support tickets by 50%.
  • Evaluated team skills and knowledge regularly, training and mentoring individuals with lagging skills.

Account Manager

Kognito
09.2018 - 05.2020
  • Responsible for managing over 50 post-sales relationships prominent clients such as State University System of Florida, Princeton University, Massachusetts Institute of Technology, CDC, and US Navy.
  • Provided administrators and point of contact professionals with utilization data analyses tracking data points across demographics and scale of behavioral change.
  • Strategized, developed, organized, and hosted webinars focusing on various aspects of best practices and strategic solutions for implementing suicide prevention programs funded through federal, state, local, or institutional grants for school systems.
  • Managed data sets and generated reports based on client utilization of the Kognito platform with over 1,000,000 unique users.
  • Managed custom program development and implementation cycles for prominent and globally recognized organizations in healthcare, education, and government with the Client Success team and Senior Leadership at Kognito.
  • Participated in internal meetings with software engineering team to ensure QoS for small and large scale utilization projections using AGILE/SAFe methods and JIRA solutions.

Jr. Account Manager

Kognito
10.2017 - 09.2018
  • Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Listened attentively to client feedback to create stronger relations and shape business.
  • Educated clients on new products or services to increase customer engagement with brand.

Education

Bachelor of Science - BS - Public Health

Rutgers University
01.2013 - 01.2014

Skills

Public Speaking

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Additional Information

  • Kognito Accountability Award Dec 2019- Awarded for being a role model to customer-centric approach and exceedingly delivering on both external and internal goals.

Timeline

Team Lead, Client Success

Kognito
05.2020 - Current

Account Manager

Kognito
09.2018 - 05.2020

Jr. Account Manager

Kognito
10.2017 - 09.2018

Bachelor of Science - BS - Public Health

Rutgers University
01.2013 - 01.2014

Hobbies

  • PC hardware modification and building
  • Gaming
  • Personal branding


Hobbies

  • PC hardware modification and building
  • Gaming
  • Personal branding


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Aiden JungClient Success Manager