Customer Success professional with over three years of SaaS experience, I have strong communication and problem-solving skills, process organization, and cross-functional collaboration. With a Google Cybersecurity Certification, I aim to transition into cybersecurity by leveraging my dedication to protecting an organization and the people it serves. I have experience in identifying threats, risks, vulnerabilities, incident escalation, and response. I am proficient in Linux command-line, SQL, and Python. Knowledgeable NIST frameworks allow me to implement security controls, security policy, and organizational risk management.
Hi, I’m
ESSENCE JONES
North Las Vegas,NV
Summary
Overview
6
years of professional experience
1
Certification
Work History
Loop
Customer Success Manager
01.2024 - Current
Job overview
- Collaborative Strategy Development: Partnered with leadership and cross-functional teams to create impactful sales talk tracks, enhancing sales team effectiveness
- Content Creation: Developed engaging email content and comprehensive playbooks, driving consistent messaging and improved sales outcomes
- Customer Engagement: Designed and implemented robust customer engagement strategies, increasing customer satisfaction and loyalty
- Onboarding Excellence: Assisted customers with onboarding, ensuring a seamless and positive experience
- Continuous Improvement: Gathered and analyzed customer feedback, implementing changes that enhanced overall customer experience and satisfaction
Torqata Data & Analytics
Account Manager
09.2022 - 10.2023
Job overview
- Led the Small Shop Segment with a portfolio of 138 accounts, resulting in a 20% increase in retention over the fiscal year, amounting to $150,000 in additional revenue
- Achieved the 'Wholehearted Team' award, positively impacting company OKRs and contributing to a 15% improvement in customer satisfaction scores, as reflected in customer surveys
- Collaborated with the Product team to collect customer feedback and drive innovative pilot programs
- Led cross-functional initiatives with Marketing and Partnerships to create valuable content resources
- Worked closely with sales and support teams to ensure a satisfying customer experience
- Identified customer needs, aligned them with appropriate tools, and built trust with clients
- Measured KPIs to assess tool performance and customer goal achievement
- Conducted new client onboarding and scheduled ongoing training sessions
- Successfully reduced churn by 10%, saving the company $50,000 in potential lost revenue
Foureyes
Customer Success Manager
09.2021 - 10.2022
Job overview
- Managed a portfolio of over 280 dealerships, which accounted for $2.3 million in annual revenue
- Maintained open communication, fostering robust customer relationships that contributed to a 30% improvement in customer loyalty, as evidenced by repeat business and customer testimonials
- Provided continuous training to maximize product value for clients
- Analyzed customer needs based on performance metrics, serving as a trusted resource and partner
- Conducted client onboarding and promoted product upgrades, resulting in a 15% increase in average client spend, equating to an additional $120,000 in revenue
- Actively contributed to enhancing customer loyalty
Subaru of Las Vegas
Sales & Product Specialist
11.2018 - 09.2021
Job overview
- Part of a successful 25-person sales team recognized as the top retailer regionally and nationally for achieving a 40% increase in sales, retention, and aftermarket product sales, translating to an extra $1.5 million in revenue
- Emphasized product features based on analysis of customers' needs and technical knowledge of product capabilities and limitations
- Conducted client demonstrations, explained product features, and solicited orders
- Identified prospective customers through various channels, including business directories, leads, and participation in trade shows and conferences
- Monitoring market conditions, product innovations, and competition's products and prices
- Negotiated contract details and prepared sales agreements
- Collaborated with sales management and marketing teams to initiate marketing strategies that supported company sales objectives
- Consistently exceeded targeted goals, contributing to a 25% increase in overall team sales performance, equivalent to $200,000 in additional revenue and received the 'top salesman' award in Q3 2020
Education
Texas Southern UniversityHouston, TX
Bachelor of Arts from Journalism
05-2006
University Overview
Skills
- Incident Triage
- Threat analysis
- Vulnerability reporting
- Account management
- Retention Strategies
- Cross-Functional Collaboration
- KPI analysis
- Salesforce
- Hubspot
- Churnzero
- Jira
- Slack
Certification
- Google Cybersecurity Professional Certificate
- CCSM Level 1 & 2 Certification
Timeline
Customer Success Manager
Loop
01.2024 - Current
Account Manager
Torqata Data & Analytics
09.2022 - 10.2023
Customer Success Manager
Foureyes
09.2021 - 10.2022
Sales & Product Specialist
Subaru of Las Vegas
11.2018 - 09.2021
Texas Southern University
Bachelor of Arts from Journalism
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