Jena Lagonia
Astoria,NY
Summary
As an organized, empathetic, and driven team player with expertise in Enterprise-level client and project management, I'm dedicated to guiding CSMs to success through my passion for restaurant technology and extensive customer management experience.
Overview
10
10
years of professional experience
Work History
Associate Director, Customer Success
Olo
New York, New York
07.2020 - Current
- Manage book of Enterprise level restaurant brands totaling over $10M in ACV
- Lead multiple integration projects, collaborating closely with Specialist and Product teams to ensure timely execution of deliverables
- Collaborate closely with Sales to identify upsell opportunities based on customer goals
- Serve as a consistent resource for Customer Success Managers
- Work closely Specialist and Engineering teams to respond promptly to customer escalations
- Serve as an internal liaison for brands, ensuring their voices are effectively represented and heard
- Conduct in-person Executive Business Reviews with brand leadership and Olo leadership to demonstrate value, drive adoption and deepen engagement.
Customer Success Lead
Olo
New York, New York
07.2022 - 04.2024
Senior Customer Success Manager
Olo
New York, New York
07.2020 - 07.2022
Team Lead, Account Management
Seeking Alpha
New York, New York
07.2019 - 07.2020
- Collaborated with my manager to train and support the Account Management team
- Managed book of Enterprise financial clients including BlackRock and Vanguard
- Supported Sales team from pre-sale planning phase through campaign wrap phase
- Responsible for building all media plans and answering digital RFP's
- Functioned as an internal liaison across capabilities and independently project manage standard and complex tasks to completion.
Senior Account Manager
Seeking Alpha
New York, New York
11.2017 - 07.2019
Account Manager
The Zoe Report
New York, New York
10.2016 - 10.2017
- Monitored campaign performance, identified optimization opportunities, and built on past campaign learnings to define unique brand solutions for prospective campaigns
- Supported Sales Directors in generating revenue to achieve quarterly and yearly sales goals.
Account Manager
Refinery29
New York, New York
03.2016 - 10.2016
- Managed client requests and campaign performance from pre-sale to post-sale
- Assisted in building out the finance and wellness advertising verticals, closing deals with brands including American Express and Aetna.
Account Manager
TheStreet, Inc.
New York, New York
03.2014 - 03.2016
- Worked closely with Ad Ops, Editorial and Marketing teams to ensure optimal campaign performance
- Directed the launch of Native Advertising platform to successfully present content to our client.
Education
BACHELOR OF ARTS DEGREE -
STATE UNIVERSITY OF NEW YORK, NEW PALTZ
12.2012
ASSOCIATE OF ARTS MERCHANDISE -
THE FASHION INSTITUTE OF DESIGN AND MERCHANDISING
05.2010
Skills
- Building Customer Loyalty
- Project Management
- Strategic Account Planning
- Executive Presence
- Escalation Management
- Cross-Departmental Collaboration
- Data Storytelling
- Proficient in Excel
- Jira
- Linear
- Zendesk
- Slack
- Salesforce CRM
Accomplishments
- Customer Success MVP 23'
Timeline
Customer Success Lead
Olo
07.2022 - 04.2024
Associate Director, Customer Success
Olo
07.2020 - Current
Senior Customer Success Manager
Olo
07.2020 - 07.2022
Team Lead, Account Management
Seeking Alpha
07.2019 - 07.2020
Senior Account Manager
Seeking Alpha
11.2017 - 07.2019
Account Manager
The Zoe Report
10.2016 - 10.2017
Account Manager
Refinery29
03.2016 - 10.2016
Account Manager
TheStreet, Inc.
03.2014 - 03.2016
BACHELOR OF ARTS DEGREE -
STATE UNIVERSITY OF NEW YORK, NEW PALTZ
ASSOCIATE OF ARTS MERCHANDISE -
THE FASHION INSTITUTE OF DESIGN AND MERCHANDISING