Jackie Thomas
Wells,ME
Summary
Dynamic professional with extensive experience in client success and operations. Skilled in team building, proactive communication, and delivering seamless customer experiences. Committed to driving revenue growth and achieving high client retention rates through strategic partnerships.
Overview
21
21
years of professional experience
Work History
Client Experience Manager
Maine Coast Bar Company
2023.02 - Current
- Lead end-to-end client lifecycle management from initial consultation through post-event follow-up.
- Review contracts and recommend premium service enhancements to maximize client value and revenue growth.
- Conduct monthly pipeline and revenue reviews to forecast bookings and protect deposit-based revenue.
- Serve as escalation point for client concerns, ensuring timely resolution and maintaining strong customer relationships.
- Partner cross-functionally with vendors and service teams to deliver seamless customer experiences.
Client Success & Operations Lead
Maine Coast Pet Care
2019.11 - Current
- Manage a recurring portfolio of 150+ clients, serving as primary point of contact and trusted advisor.
- Maintain 95%+ client retention through proactive communication, issue resolution, and consultative service recommendations.
- Identify upsell and cross-sell opportunities based on customer usage patterns and evolving needs.
- Monitor booking trends, engagement frequency, and customer feedback to proactively mitigate churn risk.
- Utilize Time To Pet SaaS platform to manage scheduling, billing, reporting, and client communications.
- Develop onboarding workflows and process improvements to improve customer experience and operational efficiency.
- Collaborate with internal team members to ensure consistent service delivery and customer satisfaction.
Sales & Account Management Experience
Various
2005.01 - 2019.11
- Fostered long-term partnerships with clients by employing solution-oriented sales techniques and effective communication strategies.
- Recognized and leveraged key selling opportunities to maximize account value while fostering client trust.
- Analyzed engagement metrics and revenue performance to drive strategic growth initiatives.
- Achieved high levels of customer satisfaction and fostered repeat business through exceptional service delivery.
- Implemented comprehensive training programs to enhance employee integration and performance.
Education
Bachelor of Science - Communications
Western Governors University
Salt Lake City, UT2013-06
Skills
- Exceptional communication
- Goal setting and achievement
- Data-driven decision making
- Sales support
- Training and mentoring
- Team building and leadership
- Team building
- Staff management
- Schedule management
Timeline
Client Experience Manager
Maine Coast Bar Company
2023.02 - Current
Client Success & Operations Lead
Maine Coast Pet Care
2019.11 - Current
Sales & Account Management Experience
Various
2005.01 - 2019.11
Bachelor of Science - Communications
Western Governors University