JEAN ANN DOHM
Ann Arbor,MI
Work Preference
Summary
Results-oriented Customer Success professional skilled in developing and leading teams to optimize customer journeys and drive retention. Capable of translating complex data into actionable insights, fostering seamless cross-functional partnerships, and implementing best practices that enhance overall customer experience and satisfaction.
Overview
9
9
years of professional experience
Work History
Manager, Customer Success
REVOLUTION PREP
01.2022 - Current
- Lead and develop a team of Customer Success professionals responsible for customer engagement, retention, and long-term account success.
- Manage a portfolio of customer relationships, proactively identifying risk factors, addressing challenges, and driving positive customer outcomes.
- Design and implement customer success strategies that improve engagement, satisfaction, and retention across diverse customer segments.
- Partner cross-functionally with Sales, Operations, Academic Services, and Support teams to deliver a seamless customer experience and align internal efforts around customer goals.
- Conducted strategic customer reviews, translating complex information into clear recommendations and actionable next steps that guided customer initiatives.
- Analyzed customer engagement data and operational trends to identify improvement opportunities that informed key business decisions.
- Built and scaled the Customer Success function, creating workflows, communication standards, documentation, and best practices that improved team effectiveness and customer experience.
- Developed training materials, playbooks, and enablement resources to enhance team performance and ensure consistency in customer interactions.
- Manage escalated customer situations with professionalism, empathy, and strong problem-solving skills.
Sales Development Representative
STUDY.COM
01.2021 - 01.2022
- Managed a high-volume pipeline of prospective customers, identifying business needs and recommending solutions aligned with customer goals.
- Consistently exceeded performance targets while maintaining a strong customer-first approach focused on long-term success rather than transactional sales.
- Established trust with customers through consultative conversations, guiding them in evaluating options and recognizing product value.
- Developed expertise in uncovering customer pain points, identifying opportunities, and aligning solutions to desired outcomes.
- Delivered clear, concise communication across diverse customer audiences, adapting messaging to individual needs and priorities.
- Collaborated with Customer Success, Sales, and Operations teams to streamline customer onboarding and enhance overall customer experiences.
- Received multiple performance awards for exceptional customer engagement, responsiveness, and impactful results.
Communications Specialist
WOLVERINE TECHNICAL STAFFING
01.2017 - 01.2021
- Led customer-facing communication initiatives designed to improve engagement, clarity, and overall customer experience.
- Partnered with cross-functional teams to simplify complex information and create accessible, user-focused communications.
- Served as a trusted communication resource across departments, helping translate business objectives into customer-centered messaging.
- Collaborated with internal stakeholders to streamline communication workflows, supporting organizational objectives and enhancing clarity.
- Developed and maintained documentation, guides, and support materials that improved customer understanding and reduced friction.
- Gathered feedback from customers and internal teams to identify communication gaps, recommending targeted process improvements.
- Managed multiple concurrent projects, ensuring high standards of quality and accuracy while meeting deadlines.
Education
BBA - Business Management
Cleary University
Ann Arbor, MI06-2005
Skills
- Customer enablement
- Strategic account management
- Retention strategies
- Engagement strategies
- Customer advocacy
- Journey optimization
- Renewal risk mitigation
- Customer training
- Stakeholder communication
- Cross-functional leadership
- Team coaching
- Process improvement
- Workflow optimization
- KPI reporting
- Operational excellence
- Change management
- HubSpot proficiency
- Microsoft Excel proficiency
- Google Workspace skills
- AI productivity tools
- Collaboration skills
Core Competencies
Customer Success & Enablement, Customer Adoption & Engagement, Customer Enablement Strategy, Customer Retention & Growth, Strategic Account Management, Executive & Stakeholder Communication, Customer Training & Education, Customer Journey Optimization, Renewal Risk Identification & Mitigation, Customer Advocacy & Relationship Building, Team Leadership & Coaching, Process Improvement, Workflow Optimization, KPI Development & Reporting, Cross-Functional Collaboration, Change Management, Operational Excellence, HubSpot, Jira, Confluence, Monday.com, Slack, Zoom, Google Workspace, Microsoft Excel, AI-Enabled Productivity Tools, Figma (Foundational User)
Timeline
Manager, Customer Success
REVOLUTION PREP
01.2022 - Current
Sales Development Representative
STUDY.COM
01.2021 - 01.2022
Communications Specialist
WOLVERINE TECHNICAL STAFFING
01.2017 - 01.2021
BBA - Business Management
Cleary University