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
undefinedQuote
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
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