Jenna Golub
Community Engagement | Marketing
Searsmont,ME
Summary
Goal-oriented expert with natural talents in developing and implementing successful strategies. Hardworking, performance-oriented leader offering proven expertise in project development, campaign enhancement, social media management, and community building. Prepared to bring 15+ years of progressive experience to the next role, and take on new challenges with a proactive and positive attitude to ensure a lasting impact on organization success.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Filevine
04.2022 - 09.2022
- In the management of Enterprise and SMB clients, supporting both B2B and B2C, I develop strategic business plans and repeatable processes that optimizes customer success and maintains my 100% Customer Renewal Rate
- Maintained 9+ NPS score across 15 clients through personalized customer care approach
- Consistently achieved company targets to generate incremental revenue through consultative guidance, upselling, and cross-selling opportunities while providing exceptional customer service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Established performance goals for customers and provided feedback on methods for reaching those milestones.
Design Manager
Filevine
06.2021 - 04.2022
- Won key accounts by exceeding growth expectations while maintaining a strict attention to detail, sharing innovative ideas and always being ready to implement
- Authored and conceptualized innovative onboarding paths and KPI Dashboards while guiding customers' successful transition onto a completely customized platform unique to their firm that I designed in a no-code environment.
- Spearheaded design process to align with client specifications and budget.
- Partnered with senior leaders to drive change by evaluating methodologies, tools and templates at both SMB and Enterprise levels.
- Successfully allocated resources to maximize productivity and profitability.
- Developed detailed plans based on broad guidance and direction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
Senior Implementation Consultant
AdvancedMD
10.2020 - 06.2021
- Successfully optimized all areas of AdvancedMD’s full stack EMR/PM/RCM and tailored the implementation and onboarding process to each individual customer
- Encouraged regular customer interactions that were productive and positive which in turn ensured rates of customer buy- in and long-term retention that remained high at 97% and churn that was consistently low.
- Evaluated and defined internal and customer needs, implementing processes to address requirements.
- Organized project implementation resources and leveraged expertise to assist organizational rollout.
- Coordinated and managed internal projects and assignments to deliver seamless rollout.
- Customized, developed and managed individualized deployments to assist utilization.
- Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Re-engineered existing computer systems to promote ease-of-use and improve system functionality.
- Demonstrated leadership skills in managing projects from concept to completion.
- Strengthened communication skills through regular interactions with others.
Community Engagement Manager
Restorative Justice Project Maine
Belfast, ME
09.2018 - 05.2021
- Collaborated on broader community initiatives, provided thought partnership and input on community engagement.
- Created and managed all social media, marketing campaigns, calls-to-action.
- Developed, refined, and iterated on an in-person event strategy with the goal of driving local member connections and building a member’s community across a variety of indicators, and ultimately driving donor retention.
- Created and managed calendar of engagement activities for members and volunteers.
- Built strong bonds with local cultural organizations by respecting unique differences and specific societal norms.
- Promoted events via social media, created monthly letters and calls-to- action campaigns via Mailchimp and EveryAction.
- Collaborated with local government leaders to promote Maine state-level legislative changes.
- Engaged with larger campaigns to build deeply collaborative partnerships.
- Coordinated volunteer activities and facilitated distribution of promotional and marketing materials.
- Organized news conferences and collaborated with local news media.
- Participated in strategy development and planning to grow program and campaigns.
- Fostered collaborative efforts to schedule, host, and facilitate events and identify further opportunities to reach members of community.
- Coordinated and implemented numerous meetings, forums and community events.
- Wrote and distributed informational papers, gave out representative contact information and educated community members about specific issues
- Created strong and sustainable community partnerships, forming relationships with key players and building the RJP Maine brand
- Interviewed members of specific populations to understand and document issues
- Led development meetings to organize volunteers and members toward unified goals
- Recruited and managed volunteers
- Identified community organizations and leaders to establish and nurture relationships to help build awareness around community resources
- Served as the organizational liaison to the RJP Maine board of directors
Regional Customer Success Manager
athenaHealth
Belfast, Maine
08.2008 - 02.2014
- Consistently achieved my goals, in customer engagement, product up-sells and retention, by prioritizing strategic development planning for the customer's long-term success and retention.
- Proposed new products, services, and process improvements that enhanced the organizational mission, vision, and values of that customer and their business.
- Successfully facilitated the onboarding and live launch of customers across my book of business by optimizing feedback from key stakeholders to design and define workflows based on what individual practices needed.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Trained personnel and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated customer performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Education
Certificate - Restorative Practices
University of Maine
Orono, ME 01.2019 - 05.2019
Bachelor of Arts - Liberal Arts And Sciences
University of Maine At Augusta
Augusta, ME 05.2001 -
Skills
Base Building
undefinedTimeline
Customer Success Manager
Filevine
04.2022 - 09.2022
Design Manager
Filevine
06.2021 - 04.2022
Senior Implementation Consultant
AdvancedMD
10.2020 - 06.2021
Certificate - Restorative Practices
University of Maine
01.2019 - 05.2019
Community Engagement Manager
Restorative Justice Project Maine
09.2018 - 05.2021
Regional Customer Success Manager
athenaHealth
08.2008 - 02.2014
Bachelor of Arts - Liberal Arts And Sciences
University of Maine At Augusta
05.2001 -
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