Summary
Overview
Work History
Education
Software
Timeline
Generic

Jackie O'Connor

Global Director, Client Success

Summary

Empathetic, customer-centric Client Success leader with more than a decade of experience in the B2B SaaS and Cloud based CX space. Collaborative transformationalist who owns the post-sale client journey and promotes cross functional client nurturing to deliver a "Partner versus Vendor" level of service. Sales founded expertise in retention focused strategic development and growth planning. Tenacious in team development and accountability fostering transparent, trust-built client relationships. Proficient influencer and project manager. Ethical client advocate leader who blends advanced organizational and technical skills with astute business acumen.

Overview

14
14
years of professional experience
3
3
years of post-secondary education

Work History

Global Director of Client Success

Silkroad Technology
06.2018 - Current
  • Oversee the development and growth of the CS Department consisting of the Client Success, Strategic, Technical Engagement, CS Operations, Corporate Account, Renewals, and Managed Services teams
  • Q3 & Q4 2022 at 105% Net Retention and 112% Net Retention, respectively
  • Set organization historical record high renewal rate at 90%
  • Owns the At Risk and SWAT process resulting in an average 63% win back rate
  • Exceeded ARR target by 125% Q4 2022
  • Lead company-wide strategic initiatives establishing best practices for client experience, maximizing client retention and lifetime value in accordance product roadmap
  • Design and drive the CS team's KPI Accountability Process, including Health Grades, NPS scores, CSAT, Retention and Renewal rates, At Risk reason coding
  • Develop and enhance best practice strategies for client engagements including cadence calls KPIs, QBRs, ABRs, Adoption Site Reviews, Strategic Calls, Executive Meet & Greets, and the CAB (Client Ambassador Board)
  • Ongoing focus on the CS Team's individual training and development by providing regular training exercises, quarterly performance reviews, team member lead goal and target setting initiatives, inter-team building events (virtual & in person), bi weekly one-on-one's, curating and providing access to outside training tools, courses, and webinars
  • Collaborate cross-functionally with Marketing and Sales teams to leverage client success stories and relationships to maximize market exposure and define competitor Battle Cards by scoping and identifying key differentiators and best-of-breed attribute
  • Design feedback process flow with Product team to influence roadmap decisions based upon client feedback and needs
  • Define and Implement "bottoms-up" approach forecasting model
  • Accountable for delivery of renewal and retention metrics as well as the client story (account health, churn reasons, client feedback, quarterly retrospectives for win & loss) at the Senior Leadership and C-Suite levels
  • Uphold the organization's culture and mission as a company ambassador

Account Director, POD Director

CIENCE
05.2015 - 05.2018
  • Led a team of direct reports consisting of Account Directors, Account Managers, and Associate Account Managers
  • Provided "Voice of the Client" support to top tier strategic Enterprise accounts as well as SMB/Mid-Market level accounts
  • Consistently exceed KPIs: NPS average 99%, Renewal rate average 92%, Whitespace opps closed/won average 74%, ARR target attainment average 102%
  • Built scalable and repeatable processes to manage Client Success post-sale lifecycle through playbooks, best practices, and industry benchmarks
  • Communicated cross-functionally with Account Executives, Project Delivery, Product and Solution Engineering
  • Laser focused on retention and growth of client base through solution delivery, relationship management, problem solving, escalation management
  • Supported integration partner relationships from implementation through program development, including content strategy, and joint client targeting
  • Empowered POD in consultative sales methodology to ensure trust-built, multi-term client relationships
  • Acted as clients' advocate communicating their voice internally
  • Ensured alignment with client expectations and behaviors to success, deeply understanding client's organizational goals, culture, blockers and priorities
  • Escalation point of contact
  • Drove and enhanced client engagement including cadence calls, QBRs, ABRs, and adoption reviews
  • Collaborated with VP and C-level titles internally to develop, implement, and maintain goals and targets
  • Maintained meticulous sales pipeline and accurate projection forecast

Account Success Director

Hagerman & Company
04.2010 - 04.2015
  • Recruited and developed a high-performance Account Success team comprised of Account Success Managers and Renewal Specialists
  • Supported a portfolio of 25 Enterprise SaaS customers as an individual contributor, Northeast NA / APAC territory
  • 97% average renewal rate
  • 62% average closed/won enterprise (over 100k) level add-ons, upsells, and/or cross-sells
  • Consistently met or exceeded KPI Engagement, CSAT, and NPS targets
  • 113% ARR
  • Identified blockers and created remediation plans by conducting one-on-one's and weekly collaborative team meetings
  • Prepared and implemented strategic growth plans for the Account Success team based on company set goals and expectations
  • Proved ROI and value to clients through cadence calls, data report reviews, and QBRs
  • Coached Account Success team on creation and delivery of QBRs
  • Collaborated cross functionally with finance to generate pricing proposal quotes and renewal contracts
  • Created and implemented strategies to maximize customer adoption and prove ROI
  • Collaborated with Marketing team to provide case studies and content in order to highlight channel partner solutions and customer success stories
  • Contributed to launch and new partner products within the ecosystem including defining value propositions and quantifying benefits for both partners
  • Assisted HR in developing and conducting performance reviews, promoting team development
  • Ensured compliance with applicable regulatory and customer standards
  • Maintained awareness and knowledge of competition; proactively assessed related SWOT (strengths, weaknesses, opportunities, and threats); analyze and implement effective customer facing delivery of differentiators
  • Ensured accurate team pipeline and renewal forecast
  • Participated in review of customer risk analysis
  • Delivered company roadmap initiatives to Account Success team and created strategies to accomplish organizational goals
  • Actively researched emerging and relevant market trends as related to their discipline and took part in regular continuing education courses and webinars

Education

Bachelor of Arts - Early Childhood Education And Psychology

University of Florida
Jacksonville, FL
08.2003 - 06.2006

Software

Salesforce, Gainsight, Microsoft, G-Suite, Slack, JIRA

Zendesk, Hubspot, PlanHat, Oracle/NetSuite, Monday

Timeline

Global Director of Client Success

Silkroad Technology
06.2018 - Current

Account Director, POD Director

CIENCE
05.2015 - 05.2018

Account Success Director

Hagerman & Company
04.2010 - 04.2015

Bachelor of Arts - Early Childhood Education And Psychology

University of Florida
08.2003 - 06.2006

Similar Profiles

CREATE PROFILE
Jackie O'ConnorGlobal Director, Client Success