Jen Loop
Corcoran,MN
Summary
Highly organized and detail-oriented Customer Success leader skillfully manages projects, technology, and teams. Effective at facilitating communication between business units to maximize team and business success. Extremely adaptable and thrives in high energy, high growth organizations. 10+ years in SaaS supporting the internal and external customer.
Overview
11
11
years of professional experience
Work History
Director, Customer Success
Monetate
02.2022 - Current
- Introduced higher standards for customer success and increased efficiency by streamlining operations, including revamping the customer onboarding program and renewal process.
- Led process improvement and problem-solving efforts to create standard procedures across customer success.
- Rolled out customer success tool (PlanHat), including playbooks, NPS program, KPIs, reporting, customer portal, and email templates.
- Led team of 8 CSMs supporting 100 clients and $30M ARR, achieving our NRR targets for 5 consecutive quarters.
- Partnered with Sales to hit upsell and expansion number for 5 consecutive quarters.
- Recommended changes, improvements or enhancements in platform to product development team based on customer feedback.
Senior Manager, Project Management
Code42
06.2020 - 02.2022
- Lead cross-functional initiatives to drive use and adoption across the organization, including holistic onboarding experience from deal closure through professional services project closure.
- Manage large-scale projects and initiatives including, introducing new systems, tools, and processes to support attainment of objectives.
- Tracked and communicated project progress and updates to executive sponsor and internal stakeholders, including monitoring deliverables, milestones, and issues for accurate reporting.
- Trained Sales, Customer Success, Marketing, Solution Engineers, and Consultants on project impacts to process and workflow.
- Responsible for scoping, prioritizing, and aligning Project Management Office resources.
Senior Manager, Customer Experience
Code42
07.2016 - 06.2020
- Mapped customer journey stages with touch points to enable nurture and lifecycle campaigns based on segmentation.
- Created a holistic customer health score used by customer success leaders and executives to identify at-risk customers.
- Trained and enabled customer success teams on technical tools and workflow changes.
- Developed and operationalized an adoption strategy for our customer success platform (Gainsight) to increase efficiencies across customer success teams.
- Created and measured KPIs for customer success to drive CSM accountability and customer engagement.
- Designed and implemented voice of customer program to monitor customer health throughout the journey.
Customer Success Manager
SPS Commerce Inc
03.2014 - 07.2016
- Collaborated with internal stakeholders and external resources to develop a corporate Customer Success methodology.
- Created and implemented 'tech-touch' strategy to engage nearly 25,000 customers monthly, including targeted campaigns focusing on adoption and executive engagement.
- Managed the 1:Many team, including assigning specific duties that align to customer success objectives to drive adoption and engagement from our current customer base.
- Partnered with internal training to collaboratively build content to address current curriculum gaps.
Project Manager
Midcountry Bank
02.2013 - 03.2014
- Developed and updated project plans for financial operation projects including information around objectives, technologies, systems, specifications, schedules and resources.
- Managed project execution to ensure adherence to milestones, budget, schedule, and scope.
- Established and executed project communication plan.
- Initiated cross-functional team to enhance overall culture and productivity.
Education
Masters Of Business Administration -
University Of Phoenix
St. Louis Park, MN05.2011
Bachelor of Arts - Marketing
St. Cloud State University
St. Cloud, MN12.2004
Business Analytics & Data Visualization
University Of St. Thomas
Saint Paul, MN01.2019
Certificate of Professional Project Management -
University Of St. Thomas
Saint Paul, MN07.2017
Skills
- Verbal and Written Communication
- Multitasking and Prioritization
- Performance Improvement
- Project Management
- Creative Problem Solving
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Lifecycle Management
Timeline
Director, Customer Success
Monetate
02.2022 - Current
Senior Manager, Project Management
Code42
06.2020 - 02.2022
Senior Manager, Customer Experience
Code42
07.2016 - 06.2020
Customer Success Manager
SPS Commerce Inc
03.2014 - 07.2016
Project Manager
Midcountry Bank
02.2013 - 03.2014
Masters Of Business Administration -
University Of Phoenix
Bachelor of Arts - Marketing
St. Cloud State University
Business Analytics & Data Visualization
University Of St. Thomas
Certificate of Professional Project Management -
University Of St. Thomas
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