JADE LOVELACE
Customer Success Manager
Summary
Customer Success Manager with over 8 years of experience in enhancing client satisfaction and retention through data analytics and strategic business reviews. Demonstrated proficiency in managing high-value accounts using tools such as PowerBI, Salesforce, and Medallia, while implementing innovative solutions that optimize customer experiences. Focused on fostering long-term partnerships and identifying upselling opportunities to drive growth.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
WeWork
03.2019 - Current
- Manage client accounts, enhancing satisfaction and retention through tailored strategies
- Conduct regular check-ins to align services with business goals and identify upsell opportunities
- Use data analytics tools to track KPIs and implement improvement strategies for client growth
- Integrate project management tools to streamline event planning and improve collaboration
- Deliver personalized solutions to VIP clients, fostering long-term partnerships
- Leverage data analytics tools to track KPIs and implement improvement strategies, driving measurable client growth and long-term partnerships
- Spearhead integration of new project management tools, enhancing cross-functional collaboration and optimizing event planning processes
- Develop scalable strategies to maximize client value, identifying upselling opportunities and fostering substantial account growth
- Deliver exceptional service to VIP clients, exceeding expectations with personalized solutions and proactive problem-solving approaches
- Design and implement forward-thinking client retention strategies, driving significant account expansion through data-driven insights
- Optimize client accounts through data-driven strategies, leading to substantial retention rates and revenue growth for WeWork's key partnerships
Community Associate
WeWork
08.2018 - 03.2019
- Served as the first and last point of contact for the building, providing exceptional front desk and member support
- Scheduled and confirmed tours, managed check-ins, and addressed walk-in inquiries with professionalism
- Fostered community engagement through event organization, member introductions, and promotional newsletters
- Assisted with building operations, including move-ins, maintenance requests, and consumables ordering
- Processed keycard activations, managed mail and packages, and handled expense reports
- Cultivated vibrant community atmosphere through event planning and member networking, enhancing overall workspace experience and tenant satisfaction
- Streamlined building operations by managing move-ins, maintenance requests, and inventory, ensuring smooth daily functioning of the workspace
- Delivered exceptional front desk support, efficiently handling inquiries, tours, and check-ins to maintain high standards of member service
- Implemented new system for package management and keycard activations, reducing processing time and improving security measures
- Boosted community engagement through targeted promotional newsletters and personalized member introductions, fostering a collaborative work environment
Shift Supervisor
The Row Hotel
03.2016 - 08.2018
- Managed staff schedules, enhancing team efficiency and growth
- Resolved employee issues, boosting workplace morale
- Streamlined operations, ensuring consistent quality and safety
- Implemented innovative staff development strategies, enhancing team performance and guest satisfaction at The Row Hotel
- Streamlined operational processes, significantly reducing costs while maintaining high-quality service standards
- Fostered a cohesive team environment, resolving conflicts and promoting open communication among staff members
- Meticulously monitored inventory levels and supply chain, ensuring optimal stock management and minimizing waste
- Spearheaded the implementation of new guest service protocols, elevating the overall customer experience at The Row Hotel
Education
Some College (No Degree) - Business Administration
Hostos Community College
Bronx, NYSkills
● Technical Skills: Microsoft Office Suite, G Suite, Salesforce, Workday, Freshdesk, Tableau, Atlassian, Power BI, JIRA, Constant Contact
● Professional Skills: Relationship Management, Event Planning, Training and Recruitment, Data Tracking and Management, Client Retention, and Onboarding
Locations
199 Water Street, New York, NY, 10038
Timeline
Customer Success Manager
WeWork
03.2019 - Current
Community Associate
WeWork
08.2018 - 03.2019
Shift Supervisor
The Row Hotel
03.2016 - 08.2018
Some College (No Degree) - Business Administration
Hostos Community College