Jamar Jones
Detroit,,MI
Overview
8
8
years of professional experience
Work History
Enterprise Customer Success Manager
Syncron Inc.
06.2022 - Current
- -Increased SaaS ARR by 37% in 2024, achieving growth through strategic customer advisement, positioning upsell and cross-sell opportunities in alignment with customer needs
- - Led QBRs and developed tailored success plans that fostered customer growth, resulting in a 50% YoY increase in product adoption and an additional $230K in recurring SaaS revenue in 2024
- - Improved retention and NPS scores (30+ points YoY) by implementing a comprehensive customer success framework, reflecting a focus on proactive customer engagement and satisfaction
- - Strengthened customer relationships by effectively aligning Syncron’s offerings with client long-term goals, reducing churn by 20% through consistent, value-driven interactions.
Senior Business Success Analyst
Flagstar Bank
09.2019 - 06.2022
- - Executed over 60 process improvements that enhanced operational efficiency across business units, driving innovation and delivering success for both internal and external IT stakeholders
- - Developed and maintained content management processes for the bank's SaaS team, demonstrating technical adaptability and ensuring consistent service value for customers.
Executive Client Success Advocate
Rocket Mortgage
10.2016 - 09.2019
- - Resolved client issues as an SME, contributing to consecutive J.D
- Power & Associates awards for customer success, demonstrating a strong commitment to fostering positive client outcomes
- - Provided cross-functional support, improving application accuracy by 10% month-over-month, highlighting collaborative skills essential for managing complex customer needs.
Education
Bachelor of Arts - Business Administration
Henry Ford College
Dearborn, MI05.2018
Skills
- SaaS Growth & Expansion Strategy: Skilled in identifying growth opportunities and crafting strategies that align with customer success, helping customers achieve long-term value
- Advanced Customer Success Tools: Proficient in Salesforce, Gainsight, and Jira, enabling effective account management and proactive service delivery
- Client Retention & NPS Improvement: Proven track record of improving retention rates and customer satisfaction scores, creating meaningful customer impact
- Technical Aptitude and Innovation: Experienced with ERP and CRM systems, automating processes to drive customer engagement, operational efficiency, and value creation
Timeline
Enterprise Customer Success Manager
Syncron Inc.
06.2022 - Current
Senior Business Success Analyst
Flagstar Bank
09.2019 - 06.2022
Executive Client Success Advocate
Rocket Mortgage
10.2016 - 09.2019
Bachelor of Arts - Business Administration
Henry Ford College
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