Emma Jensen

• Managed an enterprise book of business focused on national rollouts for several of the largest retail companies in the country.
• Facilitated successful upsells and expansions by demonstrating the value of additional products to existing customers.
• Develop Retail ROI Playbook and SBR decks for the broader team to assist in customer conversations around long-term adoption and expansion plans.
• Provided customer and market feedback to the product team to help build features and solutions.
• Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
• Tailored training sessions for customers based on industry trends and unique business challenges.
• Assisted management with first-level support inquiries.
• Assisted with interviewing both cross functional and team candidates.

Performance Highlights

• Q1 2024- 225+% NRR
• Q4 2023- "Fly Wheel" winner across all CSMs; based on expansion revenue.
• Q4 2023- 160% NRR

• Established as the first Commercial Enterprise Customers Success Manager.
• Managed an enterprise book of business focused healthcare, property management, and retail customers.
• Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
• Established strong partnerships with clients by consistently delivering high-quality service and support.
• Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.

Performance Highlights

• Q1 2023- CS/Comm Team Choice Award

• Managed a team of seven solutions consultants
• Recruited, interviewed and hired employees. Implemented mentoring program to promote positive feedback and quick onboarding for the department.
• Focused on providing feedback after prospect and customer calls while providing support and enablement on technical deep dives.
• Mentored reports for career advancement, fostering a pipeline of future leaders within the organization by creating growth plans.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• OKR- Standard Evaluation Demo Talk Track through Creation and Enablement
• OKR- Update Technical Evaluation Assessment.

• Aligned to 35+ Enterprise organizations aimed to increase GRR and NRR by understanding customer business objectives, enabling on best practices, and presenting results to key executive stakeholders while working with internal employees to solidify customer commitment and investment
• 2021- 100% Customer Retention (GRR); 143% NRR
• 2020- 92% Customer Retention (GRR).

• Working directly with 100+ Enterprise and Growth companies to align needs and goals with desired outcomes in the expanding and evolving ABM space
• 2020- 76% GRR (3rd highest on the team with a team Average of 62%), 78% Logo Retention, 126% NRR (highest on the team)
• Won Terminus 'Energized Award' for portraying company Core Values
• Nominated and Participating in the Terminus High Performers Program.

• Won 'SigStar of the Year for Customer Success' voted on by fellow peers for 2017 and 2018