Angie Jachniw
Naperville,IL
Summary
Results-oriented leader currently overseeing a team of 10 Technical Customer Support associates across the Americas region. Adept at global collaboration, achieving and surpassing departmental KPIs, and implementing strategic initiatives to enhance client experience. Expert in omnichannel support, with recent success in transitioning from Salesforce to JIRA for improved interdepartmental collaboration.
Overview
22
22
years of professional experience
Work History
Manager, Customer Support, Americas
Cision
06.2021 - Current
- Lead a team of 10 Technical Support associates across The Americas, overseeing omnichannel support via email, chat, and phone
- Collaborate globally to achieve and exceed departmental KPIs, maintaining an avg. CSAT score of 85%, First Time to Response target of < 2 hours, and avg. case age < 3 days
- Manage new Premium Offerings initiative that has generated 100K+ upsell revenue for CX department in 2023
- Provide regular reporting to key stakeholders on daily SLA breaches, performance insights and recommendations for coaching opportunities
- Implement strategies to streamline client feedback processes, resulting in significant decrease in outage resolution time.
Enterprise Customer Support, Upsell Lead
Cision
10.2001 - 05.2021
- Sole contact responsible for backend feature enablement post-Upsell C/W
- Partnered with Account Management to help drive platform adoption and identify upsell opportunities
- Serve as technical expert for dedicated book of 20 clients with spend $100k
Account Architect
Cision
05.2020 - 04.2021
- Resolved > 65 cases per/week via email and phone channels
- Responsible for guiding clients through adoption and analysis of Cision analytics platform
- Executed high-level technical calls with at-risk clients, SMB-Enterprise
- Led multiple team initiatives: New Hire Mentor, New-Business Requests Team and Internal Onboarding Team
- Partnered with sales, operations and product teams to coordinate solutions.
- Identified trends in client requests and helped management get ahead of ongoing problems.
Market Development Rep
Cision
09.2019 - 05.2020
- Developed and executed targeted prospecting campaigns to key decision makers in Public Relations
- Supported Enterprise Account Executives on the development of opportunities, organizing meetings and maintaining frontline pre-sale communication
- Documented all campaign execution/lead activity accurately in SalesForce
- Achieved consistent goal attainment of 50+ meetings scheduled/month
- Achieved monthly Top Performer status 6 consecutive months in a row
Client Experience Intern
Weber Shandwick
12.2018 - 06.2019
- Assisted in securing media coverage for experiential Mango pop-up store, led to obtaining 100MM impressions in one day
- Maintained market competitiveness and increased media presence through strategic communications, pitches, and building targeted media lists
- Spearheaded hyper-local market research and grand opening outreach for DICK’s Sporting Goods, improving company’s networking events and partnerships.
Education
Bachelor of Arts - Journalism, Women’s and Gender Studies
IOWA STATE UNIVERSITY
Ames, Iowa2018
Skills
- Staff Development
- Customer Education
- Inter-Department Collaboration
- Process improvement
- Quality assurance
- Technical proficiency
Timeline
Manager, Customer Support, Americas
Cision
06.2021 - Current
Account Architect
Cision
05.2020 - 04.2021
Market Development Rep
Cision
09.2019 - 05.2020
Client Experience Intern
Weber Shandwick
12.2018 - 06.2019
Enterprise Customer Support, Upsell Lead
Cision
10.2001 - 05.2021
Bachelor of Arts - Journalism, Women’s and Gender Studies
IOWA STATE UNIVERSITY