Grace Jenkins
UX/UI Designer And Researcher
Denver,CO
Summary
Success Manager for 8+ years turned full time student of UX/UI Research and Design at the University of Denver. User-centric and interested in applying strong empathetic ability along with developed research and strategic skills required to explore customer problem areas and discover more about the user to develop platform solutions that fit their needs. Eager to apply these skills as a UX/UI Researcher and Designer.
Overview
7
7
years of professional experience
Accomplishments
Upon completion of University of Denver's 24-Week UX/UI Certificate program, I was able to successfully exemplify my keen ability in becoming a end-to-end UX/UI Professional learning the hard and soft skills in te field in order to solve design issues.
Work History
Customer Success Manager
Assignar
Denver, United States
06.2020 - 03.2022
- Lead discovery calls with stakeholders of accounts to align on account’s critical needs
- Implemented changes to reduce on-boarding process by 50% to get faster adoption
- Oversaw largest book of business of over $1 million in ARR in North America from 2021-2022
- Designed, lead and advised accounts on product implementation roadmap to get quick wins and long-term ROI based on identified problem areas
- Approved by upper management to travel onsite to visit and observe users in their working environments to experience user's daily workflows, and understand pain point to better apply solutions during software and hardware training workshops, develop workflows, and escalate captured product needs to product and engineering teams
Enterprise Customer Success Manager
Smartling
New York, NY
07.2019 - 03.2020
- Oversaw $2M in account annual revenue that included expanding accounts like MARS, WIX, Peloton, and Shopify
- Hosted virtual (team and individual) user trainings domestically and internationally
- Supported users and account owners on technical troubleshooting and extensive product knowledge
- Routinely generated reports on customer usage and problem areas to review with: product management, sales, marketing, development, and support
Customer Support Manager
Augury
New York, NY
02.2018 - 07.2019
- Owned post sale relationship for enterprise level accounts such as Molson Coors, Carrier, Unilever, and TRANE maintaining 100% retention rate
- Owned and conducted hands on training with technicians on mobile app training, hardware installation and adoption
- Upsold largest sale of hand-held product to Carrier worth $4 million over in revenue
- Traveled to Israel to deliver usage and product upkeep reports to executive and product teams
Customer Success Manager
XOi Technologies
Nashville, Tennessee
11.2015 - 08.2017
- Worked very closely with users to learn their workflows, day-in-the-life, to drive relationships, usage, and scale
- Developed customer roadmap to deploy, train, and scale usage of Smart Glasses to HVAC Technicians
- Technician training well over 2000 technicians on hardware and software platforms
- Retained 100% retention during tenure
Business Development Associate
Mercury Interactive
Nashville, TN
05.2014 - 05.2015
- Oversaw project management processes for mobile development and assisted in updates and communication with stakeholders, set up A/B testings and demos for various iterations for mobile applications like TED, RedBull, CNN, and Xfinity
- Assisted in enhancing sales techniques using social media and marketing plans to strengthen business development efforts
Education
Bachelor of Arts - Art History
Muhlenberg College
Allentown, PA05.2013
Skills
- Effective communicator
- Quick thinking and strategic problem solver
- Active listener
- Builder of strong and trusting customer relationships
- Team player
- Vivacious
- Empathetic
- Advanced in In-person and online training
- Extensive experience presenting in-person and virtual quarterly and annual business reviews to executive stakeholders
Technical Skills:
Google’s Looker, LogRocket, Zendesk, Slack, Google Suite, Microsoft Suite, InVision, Zoom, Figma, Miro, Trello, Basecamp, Zapier,
Beginner/Junior Skills: HTML,CSS, GitHub, JavaScript
Additional Information
- World traveler
- Hiking Colorado's 14ers
- Cooking Italian and Spanish dishes
- Colorado Avalanche Fan
- Concerts with friends
- Reading nonfiction
- Fetch with my cat
- Yoga is a daily challenge
Timeline
Customer Success Manager
Assignar
06.2020 - 03.2022
Enterprise Customer Success Manager
Smartling
07.2019 - 03.2020
Customer Support Manager
Augury
02.2018 - 07.2019
Customer Success Manager
XOi Technologies
11.2015 - 08.2017
Business Development Associate
Mercury Interactive
05.2014 - 05.2015
Bachelor of Arts - Art History
Muhlenberg College
UX/UI Certificate At University of Denver
- November 2021 - May 2022
- User Research techniques and methods
- User Interface Design: skills, software, and frameworks
- Visual Design Theory: Typography, Iconography, heuristics and usability
- Web and mobile prototyping and responsive design
- Presenting final projects (total of 4 projects)
UX/UI Certificate At University of Denver
- November 2021 - May 2022
- User Research techniques and methods
- User Interface Design: skills, software, and frameworks
- Visual Design Theory: Typography, Iconography, heuristics and usability
- Web and mobile prototyping and responsive design
- Presenting final projects (total of 4 projects)
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