JADA A. JONES
Senior Operations & Customer Success Manager
Atlanta,GA
Summary
Experienced Customer Success & operations Manager bringing 4 years of quality performance in customer support and becoming their long-term partner.
Worked alongside Sales, Support, Sales Engineering and Product, enabling a better experience for clients while driving growth.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Success Manager
Samsung Electronics America
Atlanta, CA
11.2021 - Current
- Managed research vendor from research design (including sample criteria, questionnaire, discussion guide), field work, analysis, reporting and presentation delivery; ensuring data accuracy throughout
- Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Senior Account Manager
Ipsos ASI
New York, New York
04.2020 - 11.2021
- Worked with large technology clients to inform media strategy with primary focus on a brand health tracker that collected B2B data on the paid advertising landscape which featured over 30 global markets
- Facilitated communications between clients, internal teams, and external vendors throughout project processes
- Wrote global questionnaires with tracking of localization and managed translation processes for fielding
- Composed over 70 client reports and other ad hoc deliverables; led various client presentations to key local stakeholders
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
Manager
BMO HARRIS FINANCIAL SERVICES
Chicago, IL
10.2018 - 01.2020
- Provided domain expertise in research design, data collection, and analysis to personal and commercial banking marketing stakeholders to influence business strategies for customer acquisition, experience, and retention
- Built and maintained BMO’s first competitor library overview of marketing campaigns for all deposit products using syndicated resources
- Collaborated with brand and sponsorship team on qualitative research
- Monitored the external marketplace for new suppliers, research methodologies, consumer trends, and emerging technologies to ensure internal clients benefit from best practices
Education
Bachelor of Arts - Economics
PITZER COLLEGE
01.2013 - 01.2017
Skills
Customer Relations
Business Development
Strategic communications
Key accounts development
Revenue growth
Research and due diligence
Sales and marketing
Financial Management
Negotiation
Strategic planning
Project development and life cycle
Supply chain distribution
Cost reduction strategies
Management information systems
Budgeting and forecasting
Risk analysis and management
Project Management
Operations management
Customer relations specialist
Quote
The opposite of a true statement is a false statement, but the opposite of a profound truth may well be another profound truth.
Niels Bohr
Timeline
Senior Customer Success Manager
Samsung Electronics America
11.2021 - Current
Senior Account Manager
Ipsos ASI
04.2020 - 11.2021
Manager
BMO HARRIS FINANCIAL SERVICES
10.2018 - 01.2020
Bachelor of Arts - Economics
PITZER COLLEGE
01.2013 - 01.2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse