Jenae McCullen
Queen Creek,AZ
Summary
An adaptive and ambitious contributor who is looking to grow at an organization within customer success where cross-team collaboration, data-driven CSM's and net growth are fostered. Passionate about improving customer time-to-value, building relationships and ultimately mitigating client churn. A proactive CSM leader who values driving results by leading from the front, staying ahead of my clients needs through data insights, and embracing strategy to produce positive results for clients and your company.
Overview
8
8
years of professional experience
Work History
Lead, Customer Success Manager
Keap, Inc
08.2022 - Current
- Leverage data to drive insights empowering CSM team to deliver tailored solutions for optimal outcomes
- Foster collaborative partnerships cross-functionally within the org to enhance customer success initiatives and drive client satisfaction.
- Use tools such as Looker, JIRA, Slack, Salesforce, etc. to enhance CSM productivity, resulting in more streamlined processes and improved customer TTV.
- Successfully execute projects aimed at enhancing CSM processes, driving efficiency, and lowering churn.
- Effectively manage a diverse portfolio of clients, ensuring strategic alignment, risk mitigation, and delivering proven value to foster client success.
Customer Success Manager
Keap, Inc
08.2022 - Current
- Drive proactive conversations with clients using data to mitigate churn and improve retention.
- Create retention strategies to effectively manage a book of accounts based on trends, usage and NPS scores.
- Assisted customers with product setup to foster successful adoption and usage.
- On track to earn Presidents Club for 2023 calendar year by exceeding retention expectations.
Enterprise Account Manager (IT)
Advantage Technologies
08.2021 - 08.2022
- Hired to take over West Region market and grow bottom line through full cycle account management.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
Senior Enterprise Account Manager
Collabera Inc.
10.2019 - 08.2021
- Managed book of Fortune 500/1000 IT accounts including Wells Fargo, AMEX, CH Robinson, Raytheon, etc.
- Worked with decision makers to gain knowledge of company initiatives, budgets, and talent solution needs.
- Ensured client tenure through: weekly & monthly check ins, forecast upcoming business needs, mitigate potential aversions and build strong relationships throughout client org.
- Built and cultivated healthy pipeline of customers interested in partnering with company.
Product Consultant
Keap, Inc.
07.2017 - 10.2019
- Won Presidents Club for 2018 sales year
- Used B2B consultative techniques to demo Cloud products and educate decision makers on the benefits of using Keap to solve their business problems.
- Helped identify product gaps and opportunities to improve product position in market.
- Worked cross-functionally to deliver feedback to partnering teams to ensure a smooth client onboarding process.
Technical Account Manager
Insight Global, LLC
08.2016 - 07.2017
- Managed a team of three recruiters and was responsible for their professional development.
- Gained extensive knowledge of client talent solution needs and services to provide.
- Negotiated and updated sales and service contracts to ensure renewals and continued revenue.
- Managed full sales cycle from prospecting to upsells and renewals.
IT Recruiter
Insight Global
06.2016 - 08.2016
- Was promoted to the Account Management role in 8-weeks based on excelled performance (typical is 6-12 months).
- Had over 20 placements in first two months.
Education
Bachelor of Science - Marketing And Consumer Sciences
The University of Arizona
Tucson, AZ05.2016
Skills
- SaaS
- Client Relations
- Customer Retention
- Change Management
- Project Management
- Data Analytics
- Leadership
- CRM Software
Timeline
Customer Success Manager
Keap, Inc
08.2022 - Current
Lead, Customer Success Manager
Keap, Inc
08.2022 - Current
Enterprise Account Manager (IT)
Advantage Technologies
08.2021 - 08.2022
Senior Enterprise Account Manager
Collabera Inc.
10.2019 - 08.2021
Product Consultant
Keap, Inc.
07.2017 - 10.2019
Technical Account Manager
Insight Global, LLC
08.2016 - 07.2017
IT Recruiter
Insight Global
06.2016 - 08.2016
Bachelor of Science - Marketing And Consumer Sciences
The University of Arizona
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