Summary
Overview
Work History
Education
Skills
Timeline
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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, WA

Bachelor of Arts - English

University At Buffalo The State University of New York
Buffalo, NY
2009

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

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Jacquelyn McGovern- Chiappone