Jacqueline Doe
Houston
Summary
Driven Enterprise Customer Success Manager with strong background in managing customer relationships and delivering high-quality solutions. Skilled in coordinating cross-functional teams, improving customer satisfaction levels, and driving successful product adoption. Strengths include strategic planning, problem-solving, communication skills, and project management. Previous work has resulted in improved customer retention rates and increased overall business value for client organizations.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
DB Services
Indianapolis
08.2023 - Current
- Translates client feedback into actionable development strategies, aligning cross-departmental teams and driving account expansion opportunities through empathetic listening and collaborative problem-solving
- Built the customer success program from the ground up, designing comprehensive process documentation in a centralized wiki and creating a customized CRM system within FileMaker, resulting in improved team efficiency and operational alignment
- Developed and implemented an account recovery framework in partnership with the Director of Project Management, saving at-risk accounts, increasing client budgets, and fostering long-term trust and retention through strategic conflict resolution
- Leads quarterly business reviews with persuasive insights and actionable recommendations, leveraging lessons learned to enhance client partnerships and influence renewal decisions positively
- Expands business opportunities by networking with Salesforce Account Executives, driving referral partnerships and strengthening the firm’s Salesforce division growth
Customer Success Manager
Form.io
Dallas
11.2022 - 03.2023
- Improved revenue growth with ongoing communication with established key accounts through an organized CRM system and addressing technical support tickets within FreshDesk
- Demonstrated the value of the platform’s offerings by understanding customer pain points while developing and delivering customized presentations that address their specific needs, resulting in a 10% increase in customer acquisition rate
- Collaborated with internal teams and customers by presenting complex ideas in approachable language, resulting in a decrease in customer complaints
- Worked cross functionally with developers and technical support staff to deliver high quality presentations and technical deep dives
- Boosted company revenue through account retention, renewals, and upgrades by building robust relationships with customers and providing tailored solutions, resulting in a 15% increase in revenue growth on 50 key client accounts
Customer Success Manager
Coach Financing
The Woodlands
05.2022 - 11.2022
- Strengthened significant, productive, and profitable long-term relationships with key clients in the Coaching market using expert management skills by launching a customer success program within the organization
- Constructs and utilizes presentations for executive reports using operational, output, and revenue data
- This process demonstrates how to grow clients' internal revenue utilizing the finance product
- Increased applications submitted for 45 high-ticket coaches which generated a 10% increase in revenue
- Delivers expert sales support based on individual customer requirements
- Upgrades clients as it pertains to their business needs through assessment of ongoing needs
Senior Account Manager
EPC Group
Houston
12.2021 - 07.2022
- Exceeded financial performance targets, leveraging Microsoft industry knowledge and sales expertise to complete consistent sales
- Increased month-to-date sales by 39% during tenure, which included multiple half million dollars months in technology consulting projects and subscriptions
- Proactively supported internal Account Executives and Directors in ensuring contract maintenance, makegoods, and exceptional customer service, resulting in improved client retention and satisfaction
- Enhanced client satisfaction and overall experiences with consultative approaches while improving decision-making by keeping management informed through regular reports and sales trend analyses
- Trained a team in strategies for acquiring customers, closing sales, and maintaining pipeline which lead to the highest grossing months in company’s history
Account Manager
CenterPoint Energy
Houston
10.2020 - 01.2022
- Offered guidance on installation and troubleshooting for customers requiring additional assistance while providing oversight for account-related documentation and regulatory compliance
- Developed and proposed actionable product enhancements to optimize customer satisfaction and retention, resulting in increased revenue and client loyalty
- Negotiated contract terms and service agreements to meet both sales quotas and client budget constraints
- Routinely exceeded sales quotas based on consultative selling practices by closing 35% of client interactions with upsells
Senior Outside Sales Manager
All My Sons Moving
The Woodlands
04.2018 - 09.2020
- Grew revenue by 59% in the Houston market with profitable pricing structures and strategic discount plans
- In addition, boosted interest in company offerings through promotional events and initiatives such as trade shows and neighborhood events
- Analyzed blueprints and other documentation to prepare time, cost, materials, and labor estimates
- In turn, generated estimates used by the Operations Manager for planning, organizing, and scheduling work
- Sustained high customer satisfaction rates with problem resolution and feedback loops
- Teamed with the Operations department to exceed client expectations
Education
Bachelor of Science (B.S.) - Computer Science
University of the People
Pasadena, CASkills
- Customer Relationship Building
- Staff mentoring & leadership
- Contract Negotiation & Management
- Process Improvement
- Presentation development
- Inter-department collaboration
- Risk management
- Documentation and reporting
Timeline
Customer Success Manager
DB Services
08.2023 - Current
Customer Success Manager
Form.io
11.2022 - 03.2023
Customer Success Manager
Coach Financing
05.2022 - 11.2022
Senior Account Manager
EPC Group
12.2021 - 07.2022
Account Manager
CenterPoint Energy
10.2020 - 01.2022
Senior Outside Sales Manager
All My Sons Moving
04.2018 - 09.2020
Bachelor of Science (B.S.) - Computer Science
University of the People
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