Jacquelyn McGovern- Chiappone
Buffalo,NY
Summary
Passion for food and creativity. Focused on using fresh, local, and in-season ingredients to create flavorful dishes with a twist.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Netwrix
03.2021 - 04.2024
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Manage 5 Support Engineers
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Senior Customer Success Manager
Cooleaf - Employee Engagement Platform
Atlanta, GA
12.2014 - 09.2019
- Represented over 900k in annual recurring revenue.
- Responsible for expansion and increase of 20+ accounts.
- Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement.
- Executed comprehensive engagement and communications strategy that proactively maintained high customer satisfaction.
- Cultivated and maintained positive working relationships with key stakeholders, ensuring expectation alignment via strategy meetings.
- Showcased business value of platform via virtual training sessions for potential and existing clients.
- Created and managed implementation plans.
- Ensuring deadlines were met for branding, IT testing, system configuration, training, and ‘going-live’ communication.
- Provided weekly newsletter via Hubspot to encourage usage of platform features and to keep customers updated on changes.
- Communicated to development team via Jira about any technical glitches or upgrades needed.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Education
Associate of Arts - Culinary Arts
Seattle Central Community College (2019-2020)
Seattle, WABachelor of Arts - English
University At Buffalo The State University of New York
Buffalo, NY2009
Skills
- Menu development
- Signature dish creation
- Recipes and menu planning
- Sanitation guidelines
- Budgeting
- Business Development
- Sales and marketing
- Creative merchandising
- Coffee machinery
- Food preparation and safety
- Opening and closing duties
Timeline
Customer Success Manager
Netwrix
03.2021 - 04.2024
Senior Customer Success Manager
Cooleaf - Employee Engagement Platform
12.2014 - 09.2019
Associate of Arts - Culinary Arts
Seattle Central Community College (2019-2020)
Bachelor of Arts - English
University At Buffalo The State University of New York