Emily Jones
Madison,MS
Summary
Highly qualified professional with 5 years of experience in Customer Success Operations specializing in developing operational processes to enhance customer success, analyzing data for insights, and driving engagement and retention. Proven track record of expanding product offerings and improving customer success metrics. With strong project management skills and a deep understanding of customer success initiatives, I am dedicated to driving operational efficiency and revenue growth through exceptional customer service. Bonus points for experience within high-growth startup and staying up-to-date with the latest trends in customer success.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Director of Account Management
DIG Creative Solutions
11.2022 - Current
- Work with stakeholders to identify opportunities for leveraging company data to drive business solutions and customer value.
- Define and track team KPIs and translate data to benefit customers.
- Use predictive modeling to increase and optimize customer success and revenue.
- Track and assess customer data and feedback to create customer retention, renewal and upsell strategies.
- Designed internal customer resolution processes through software such as Monday.com and Gainsight.
- Implemented and oversaw change management leading to 45% increase in team productivity, efficiency, and output.
- Successfully build and onboard team of customer-success professionals.
- Handle and resolve interdepartmental conflicts.
- Work with cross-functional teams to drive resolutions that benefit customers and stakeholders.
- Facilitate regular team/individual meetings to plan and strategize account goals, upsell opportunities, and account growth.
- Revamped internal CPQ process leading to 35% increase in quoting efficiency.
- Plan and administer quarterly training sessions and hands-on workshops tailored to coordinators and managers.
- Created training materials and manuals for team.
- Mined and analyzed data from company databases to drive optimization and improvement of value proposition, product development, marketing techniques and business strategies.
- Collaborate with senior leadership and C-suite team to implement process improvements and team goals.
Senior Account Manager
DIG Creative Solutions
01.2021 - 11.2022
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical, and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management, and junior sales associates for demonstration.
- Book of business of over 100 accounts, varied in fleet size.
- Grew and maintained company's two largest accounts, one being Fortune 20 company.
- Owned, oversaw, and executed $3.8 mil in projects in 2022.
- Handled complex customer service issues daily.
- Anticipated project challenges and created solutions.
- Collaborated with internal teams and external partners to roll out fleet branding initiatives.
- Ensured the successful and timely completion of projects within budgetary constraints
- Highest performing salesperson in company for two consecutive years, top salesperson in 2022 by over $1 million.
- 118% account growth from 2021 to 2022.
- Managed $3.8 million in revenue from Jan-Oct 2022.
Account Executive
DIG Creative Solutions
01.2020 - 01.2021
- Built and strengthened customer relationships to drive revenue growth.
- Qualified leads, built relationships, and executed sales strategies to drive new business.
- Collaborated with internal teams to develop account strategy.
- Gained understanding of goals, objectives, and processes to meet client business needs.
- Conducted integrated sales presentations to illustrate value of product or service and tailor call-to-action.
- Applied needs-based analysis to assess customer satisfaction and importance of various product features.
- Executed successful sales strategies to convert leads into customers.
- Converted 53% of leads to billable business.
Account Manager / Coordinator
DIG Creative Solutions
07.2018 - 01.2020
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Developed customer loyalty through value add selling.
- Managed customer through full life cycle - from quote to renewal.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Managed and coordinated projects up to $2 million in value.
- Built nationwide team of vehicle graphics installers (2,000+ individuals) to partner with company for fleet branding rollouts.
Education
BBA - Marketing
Delta State University
Cleveland, MS05.2018
Skills
- ZOHO / Mondaycom / Salesforce Software
- Team Goals
- Account and Territory Management
- Revenue Growth
- Customer Retention Specialist
- Customer Relationship Management
- Performance Feedback
- Operational Efficiency
- Change Management Process
- Process Improvement Initiatives
Certification
- Praxis Writing Certification (Issued 2018)
- Dale Carnegie Skills for Success (Issued 2023)
Timeline
Director of Account Management
DIG Creative Solutions
11.2022 - Current
Senior Account Manager
DIG Creative Solutions
01.2021 - 11.2022
Account Executive
DIG Creative Solutions
01.2020 - 01.2021
Account Manager / Coordinator
DIG Creative Solutions
07.2018 - 01.2020
BBA - Marketing
Delta State University
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