Jennifer Derryberry
Springdale,AR
Summary
Motivated Product Manager and Customer Success leader offering 4+ years of success in defining and launching new software functionality, and 15+ years of building Customer relationships through support, strategy, and innovation. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Eager to work in a collaborative team that builds products of value to the customers.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Technical Account Manager
Merieux NutriSciences
02.2021 - 04.2024
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Increased Expert Services business by 50%.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Customer Relations Manager, Digital Solutions
Merieux NutriSciences
04.2020 - 02.2021
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Reduced Service Desk requests by 35% by creating customer support strategies.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Managed a team of support specialists and Implementation managers to promote productivity, accuracy, and commitment to friendly service.
Product Manager, Digital Solutions
Merieux NutriSciences
07.2017 - 04.2020
- Built and maintained strong relationships with customers to understand their challenges.
- Documented user stories, specifications, and product features into detailed work orders to communicate across teams and build mandatory requirements.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Prioritized roadmap in order to achieve product goals and metrics.
- Served as a liaison between customers, development team and leadership
Data Analysis Supervisor
Merieux NutriSciences
02.2011 - 07.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Reviewed customer testing data and reported on statistical trends in their testing results.
- Provided data to the customer to support their Supplier Scorecard.
Customer Care Supervisor
Merieux NutriSciences
09.2006 - 02.2011
- Communicated project updates to stakeholders at all levels.
- Performed final technical review of testing results, and authorized sample release to the customers.
- Monitored and tracked project progress to support timely completion.
- Built strong client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with clients.
Education
Microbiology
University of Arkansas
Fayetteville, ARSkills
- Strategic planning
- Performance monitoring
- Agile methodologies
- User Adoption
- Problem-solving
- Decision-making skills
- Training and development
- Process improvement
- Customer Advocacy
- Data analysis
- SaaS Start-up Experience
Certification
Pragmatic Marketing Certified - Level VI (PMC-VI)
Scrum Master
Data Analytics Certification (on-going)
Timeline
Technical Account Manager
Merieux NutriSciences
02.2021 - 04.2024
Customer Relations Manager, Digital Solutions
Merieux NutriSciences
04.2020 - 02.2021
Product Manager, Digital Solutions
Merieux NutriSciences
07.2017 - 04.2020
Data Analysis Supervisor
Merieux NutriSciences
02.2011 - 07.2017
Customer Care Supervisor
Merieux NutriSciences
09.2006 - 02.2011
Microbiology
University of Arkansas
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