Jazzie Baron
Principal Success Manager
Dallas,Texas
Summary
Dynamic customer-centric trusted advisor offering expertise in building partnerships, customer advocacy, and customer retention. Strong leader with proficiency in growing professional network, influencing decision-makers and devising outcome-driven strategies. Passionate about driving digital transformation, championing change management, advocating 360° insights, and always putting the customer at the forefront of every decision being taken.
Overview
5
5
years of professional experience
14
14
years of post-secondary education
6
6
Certifications
Work History
Principal Success Manager
Salesforce
Dallas, TX
08.2021 - Current
- Customer-centric trusted advisor for Salesforce largest and high-profile clients
- Major incident point of contact for Salesforce Industry work with product and engineering teams to triage case, ensure timely resolution, and identify client-driven product enhancements
- Technical industry platform expert for industry platform implementations, upgrades, transformations, and cross-platform harmonization
- Deliver technical recommendations for product adoption, platform stability, and system performance tailored to the customer's industry and implemented solution
- Create and execute customer support strategies to increase customer retention, adoption, transformation, and value realization
- Prioritize key success metrics and create measurable action plans to increase adoption and improve value realization
- Executed Enablement Technical Engagements include Automatic Push Pilot, Automatic Release Readiness, Disability & Accessibility Bugs, Angular to LWC Platform Migration, Industry Guided Implementations, Adoption Success, Transformation Management, and Value Realization
Technical Customer Success Manager
NICE InContact
Dallas, TX
05.2021 - 08.2021
- Customer-centric technical trusted advisor for assigned high-profile clients
- Created and presented customized solutions that both quantify and qualify product usage, designed usage reports, and communicated measurable action plans to improve adoption and value realization
- Conducted complex discovery conversations, performed architecture needs analysis, and identified product solutions and expansion opportunities
- Conducted customer training for new implementations and product adoption
- Lead proof-of-concept and custom product demonstrations
- Identified customer technical challenges to assure a complete design and solution through all stages of the sales process and customer lifecycle
- Created visual data insights, reports, and dashboards to monitor adoption metrics with actionable insights to improve retention and adoption
- Served as area expert and acted as source of knowledge between the organization, customer and the product management, and identified and supported internal teams to remove friction in the customer experience
- Provided specific customer requirements and product feedback to product teams and worked closely with product teams to distill marketplace requirements into product enhancements
- Responsible for case resolution of critical incidents, high severity cases, and coordinated root cause analysis
Technical Customer Success Manager
CCC
Chicago, IL
06.2019 - 05.2021
- Customer-centric technical trusted advisor, customer advocate, and dedicated project manager for assigned high-profile clients
- Responsible for case resolution of critical incidents, high severity cases, and coordinated root cause analysis
- Conducted complex discovery conversations, performed architecture needs analysis, and identified product solutions and expansion opportunities
- Identified product and service gaps and ideated prospective projects by breaking down workflows, and identifying and resolving customer-specific product solutions
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Facilitated communication between internal personnel and vendors for project cohesion
- Created and presented customized solutions that both quantify and qualify product usage, designed usage reports, and communicated measurable action plans to improve adoption and value realization
- Conducted customer training for new implementations and product adoption
- Identified customer technical challenges to assure a complete design and solution through all stages of the sales process and customer lifecycle
- Designed and delivered Quarterly Business Reviews to Executive Leadership
- Created visual data insights, reports, and dashboards to monitor adoption metrics with actionable insights to improve retention and adoption
- Served as area expert and acted as source of knowledge between the organization, customer and the product management, and identified and supported internal teams to remove friction in the customer experience
- Provided specific customer requirements and product feedback to product teams and worked closely with product teams to distill marketplace requirements into product enhancements
Claims Team Manager
Kemper Insurance
Dallas, TX
12.2017 - 06.2019
- Communicated with staff, leaders and peers to coordinate successful collaboration with other departments
- Maintained regulatory compliance in team file outcomes
- Assisted with field appraiser training to verify process and skill consistency
- Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes
- Managed workflow, oversaw claim outcomes to include claim investigations, coverage evaluation, payment disbursement, and liability resolution
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Resolved complaints and conducted file audits for accuracy and ensured fair and timely resolutions
- Implemented claim turnaround times process improvement initiatives within department
Education
MBA - Management Information Systems
University of The Incarnate Word
San Antonio, TX 08.2010 - 08.2012
Bachelor of Science - Computer And Information Sciences
University of The Incarnate Word
San Antonio, TX 08.1998 - 08.2010
Skills
Relationship Building
Account Management
Issue Escalation & Complaint Resolution
Business Process & Technical Analysis
Data Analysis & Analytics
Adoption & Change Management
Technology planning
Enterprise software implementation
Product release
Solutions-focused sales
Proficient in OmniStudio
Proficient in Tableau
Certification
Salesforce Certified Administrator
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Salesforce Certified Administrator
08-2022
Certified ScrumMaster (CSM)
06-2022
Certified Scrum Product Owner (CSPO)
02-2022
Salesforce Ranger
02-2022
Principal Success Manager
Salesforce
08.2021 - Current
Certified Customer Success Manager (CCSM)
07-2021
Technical Customer Success Manager
NICE InContact
05.2021 - 08.2021
Technical Customer Success Manager
CCC
06.2019 - 05.2021
Claims Team Manager
Kemper Insurance
12.2017 - 06.2019
Six Sigma Yellow Belt
06-2017
MBA - Management Information Systems
University of The Incarnate Word
08.2010 - 08.2012
Bachelor of Science - Computer And Information Sciences
University of The Incarnate Word
08.1998 - 08.2010