Jenna Meadows
Glendale,Arizona
Summary
Motivated Certified Customer Success Manager and Operations Specialist (SaAs company) with a demonstrated history of working in the higher education/dental industry. Well versed Skilled in Microsoft Office, CRM, sales, and leadership, I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Customer Success Operations Specialist
Spear Education
01.2019 - 04.2023
- Drive execution effectiveness by researching and providing detailed weekly reports to senior management on process execution.
- Cross-functional meetings with Directors of Sales/Marketing/Product
- Identify and triage areas for process improvement and CSM productivity improvement
- Creative outreach strategies for Customer Success Managers
- Create, manage and execute on all Visiting Faculty scheduling and attendance for all on campus workshops.
- Collaborate cross-departmentally to support the ‘strategy playbook’ to drive customer health score
- Support clean transition for customer during entire customer journey
- Development and training for the new role of Orientation Specialist.
- Ongoing reporting cleanup and audits in order to track missing revenue and upgrades to ensure accurate target reach.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Wrote detailed technical documentation for company products.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked sales data for analysis and forecasting.
- Updated account information to maintain customer records.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
Certified Customer Success Manager
Faculty Club, Spear Education
01.2016 - 02.2019
- Managed 1200+ customer accounts
- Maintained 95% retention year over year
- Built Customer Engagement Strategy and Success Plans
- Created and distribute customer success plans to other success managers for each campus event
- Scheduled and managed Visiting Faculty/Mentors for workshops
- Onboarded customers onto online platform and membership benefits
- Worked membership sales booths during on campus events to cross-sell/up- sell to other products in the Spear Eco-System
Dental Assistant/Clinical Operations
Spear Education
05.2015 - 02.2016
- Work with Resident Dentists on clinical procedures used for recording of study modules
- Assisted in campus workshop presentations
- Support for all on campus workshops
- Materials
- Set up work stations
- Support instructors
- Support participants
- Chairside assisting
- Inventory
Certified Dental Assistant
Smile Again Dental
01.2012 - 01.2015
- Supported dentists during procedures, assisting dental fillings, permanent, and temporary crowns and sealants.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
Education
No Degree - Customer Success Certification Level 2
Success Hacker
Remote05.2020
No Degree - Sales And Marketing Education
"Challenger Sales"
01.2020
Level 1 Certified Customer Success Manager (CCSM I) - undefined
Certified Dental Assistant - undefined
Carrington College
Carrington College
Skills
- Operational Efficiency
- Customer Experience Improvement
- Account Management
- Customer Relations
- System Implementation
- Data Evaluation
- CRM Software (Strikedeck, Netsuite, Hubspot)
- Problem-Solving Ability
- Best Practices and Tools
- Effective Customer Communication
- Interdepartmental Collaboration
- Customer Service and Assistance
- Customer Retention
- Sales Proficiency
- Selling Skills
- Renewing Accounts
- Research
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Success Operations Specialist
Spear Education
01.2019 - 04.2023
Certified Customer Success Manager
Faculty Club, Spear Education
01.2016 - 02.2019
Dental Assistant/Clinical Operations
Spear Education
05.2015 - 02.2016
Certified Dental Assistant
Smile Again Dental
01.2012 - 01.2015
No Degree - Customer Success Certification Level 2
Success Hacker
No Degree - Sales And Marketing Education
"Challenger Sales"
Level 1 Certified Customer Success Manager (CCSM I) - undefined
Certified Dental Assistant - undefined
Carrington College
Carrington College
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