JEN D'MELLO
Los Angeles,,CA
Summary
Enterprise customer success & account management professional with a track record of growing an institutional portfolio from 30 to 250 schools through adoption, retention, and executive stakeholder management. Uses CRM and account engagement data to track account health, identify retention risks, and prioritize outreach. Leads onboarding, demonstrations, and renewals while building strong relationships with senior stakeholders.
Overview
2027
2027
years of professional experience
Work History
Program Development & Client Success Consultant
Franklin Educational Services
Los Angeles, CA
2024 - Current
- Own assigned client relationships from initial needs assessment through program design and delivery, serving as the primary relationship lead and managing client needs, expectations, and communication.
- Develop customized client solutions independently, translating complex requirements into structured programs and directing implementation.
- Manage the client experience by monitoring progress, anticipating needs, resolving challenges, and adapting services to maintain satisfaction and alignment with goals.
- Direct a three-year individualized program in collaboration with a Clinical Director and an accredited curriculum provider.
Education Director
High Impact Education LLC
Los Angeles, CA
2022 - 2024
- Partnered with the Program Director and National Director to grow the organization from approximately 30 to 200 schools through sustained client relationships, program adoption, and renewals.
- Managed an institutional portfolio, maintaining relationships with 30+ principals and ensuring effective communication with every participating school.
- Led client onboarding, demonstrations, pilots, school launches, and ongoing adoption across Los Angeles-area schools, including Los Angeles Unified School District.
- Owned client retention and renewals, identifying declining engagement and addressing barriers to participation to sustain client commitment.
- Monitored account engagement and participation trends to assess account health, identify retention risks, prioritize outreach, and implement targeted interventions.
- Built relationships with principals, regional directors, and superintendents; participated in client negotiations alongside the National Director.
- Delivered professional development to 200+ teachers and tutors, contributed to training 400+ tutors, and used Close CRM to manage account records, engagement, and follow-up.
Arts Curriculum Architect & Advisor
Independent Educational Practice
Los Angeles, CA
2020 - 2023
- Led a three-year creative mentorship project that produced an original book and accompanying soundtrack, fostering creativity and collaboration among participants.
- Developed original curricula that integrated arts, humanities, sound art, and creative technology to enrich student learning experiences.
- Taught digital audio production using Ableton Live, including composition, sound design, field recording, and experimental sound processing.
Graduate Instructor, Writing & Sound Studies
California Institute of the Arts (CalArts)
Valencia, CA
2019 - 2022
- Facilitated writing and critical inquiry courses, fostering interdisciplinary collaboration and engagement in arts.
Performing Arts Instructor & Instructional Research Fellow
Renaissance Arts Academy
Los Angeles, CA
2019 - 2019
- Researched and developed interdisciplinary performing arts curriculum and instructional design to enhance student engagement and learning outcomes.
Education
MFA - Writing & Sound Art
California Institute of The Arts
01-2022
BA - English
University of California, Riverside
01-2015
Skills
- Enterprise Account Management
- Client Relationship Ownership
- Executive Stakeholder Management
- Customer Success
- Client Onboarding & Adoption
- Renewal & Retention Management
- Account Health Monitoring
- Client Experience Metrics
- Stakeholder Engagement
- Client Program Expansion
- Consultative Problem-Solving
- CRM Management
SELECTED SOUND & CREATIVE TECHNOLOGY WORK
- Commissioned Soundtrack — Que Mija Films: Created an original soundtrack for an independent film available on Criterion.
- Performer — Serralves Museum of Contemporary Art: Presented durational sonic work with David Grubbs and collaborators in Porto, Portugal.
- Performer — Braço de Prata Cultural Center: Presented durational sonic work with David Grubbs and collaborators in Lisbon, Portugal.
- Landscape.fm Resident — Coaxial Arts: Constructed an analog touch-plate synthesizer in collaboration with electronic instrument maker Eric Pitra.
Timeline
Program Development & Client Success Consultant
Franklin Educational Services
2024 - Current
Education Director
High Impact Education LLC
2022 - 2024
Arts Curriculum Architect & Advisor
Independent Educational Practice
2020 - 2023
Graduate Instructor, Writing & Sound Studies
California Institute of the Arts (CalArts)
2019 - 2022
Performing Arts Instructor & Instructional Research Fellow
Renaissance Arts Academy
2019 - 2019
MFA - Writing & Sound Art
California Institute of The Arts
BA - English
University of California, Riverside