JENNIFER FRERICKS MBA
Springboro,OH
Summary
Global enterprise services executive with 15+ years leading Professional Services, Customer Success, and SaaS-enabled service delivery across North America, EMEA, and APAC. Proven track record driving global service excellence, CSAT improvement, retention growth, and operational efficiency. Expert in digital transformation, CRM optimization (Salesforce), sales enablement integration, and cross-regional workforce planning. Adept at leading matrixed global organizations, scaling service operations, and aligning service delivery with commercial revenue growth. Experienced in highly regulated industries including Life Sciences, CPG, and automotive.
Overview
20
20
years of professional experience
Work History
Senior Director, Global Software Customer Experience
ESKO-GRAPHICS
Ghent, Belgium
01.2021 - Current
- Lead global transformation of Esko’s Software Customer Experience organization for $250M software business, unifying 130+ associates across Customer Success, Professional Services, Onboarding, Digital Learning, Training, Customer Care, and CX Operations.
- Drive global service delivery, customer retention, and operational efficiency across enterprise platforms.
- Accelerated CX transformation roadmap from 3 years to 9 months, enabling scalable global service delivery and improved customer outcomes.
- Built global onboarding, training, and digital learning frameworks across 7+ languages, improving time-to-value and customer adoption.
- Directed Global Professional Services delivering workflow automation and complex project management for CPG, Life Sciences, and Converter clients.
- Oversaw global CSAT, CES, NPS, customer sentiment programs, and post-sales communications.
- Led Success Operations managing Salesforce, Outreach, Pardot, Custify, ServiceMax, PowerBI, 360Learning, Qualtrics, and Gainsight Community.
- Designed and implemented a global tiered Customer Success structure for Enterprise CPG, Life Sciences, Global Converters, and Mid-Market segments.
Regional Account Executive
CDK DIGITAL / SINCRO
Seattle, WA
01.2019 - 01.2021
- Managed $2M territory, increasing revenue 10% by value selling and ensuring all client needs were met in a timely manner.
Senior Director, Sales Enablement
PAYSCALE
Seattle, WA
01.2018 - 01.2019
- Increased package adoption 10% by launching a new selling and packaging framework based on Simon-Kucher research for this $80M Saas B2B company
- Developed and implemented data-driven solutions to optimize talent management strategies.
Marketing Director, OEM Business Development
CDK GLOBAL / ADP DEALER SERVICES
Seattle, WA
01.2016 - 01.2018
- Led Marketing team focused on selling and gaining adoption for digital programs for car dealers through strategic partnerships with General Motors, Ford, MINI, Mazda, Volkswagen, FCA, Porsche, BMW, and Kia – collective value $200M+.
Account Director, Global Enterprise Sales
COBALT
Seattle, WA
01.2006 - 01.2016
- Strategic accounts director focused on designing digital programs for car dealers through strategic partnerships with General Motors, Ford, MINI, Mazda, Volkswagen, FCA, Porsche, BMW, and Kia – collective value $200M+.
- Strategic leader during company growth from $80M to $350M, culminating in acquisition by ADP.
- Marketing Director, Dealer Groups & OEM Channel Strategy.
- Led go-to-market launch of a new $50M Dealer Group Business Unit.
- Senior Manager, Business Development and Strategic Marketing.
- Built Business Development and Proposal Response Management processes supporting winning contracts up to $100M.
- Managed launch of a network-wide solution with $100M contract value and 3,000+ clients.
Education
Master of Business Administration -
Wright State University
Dayton, OH12.2000
Bachelor of Science -
Wright State University
Dayton, OH06.1996
Skills
- Global Professional Services Leadership
- Customer Success Strategy
- SaaS Service Delivery Models
- Global Workforce Planning
- Digital Transformation
- Operational Excellence
- Culture Transformation
- Creativity and innovation
Timeline
Senior Director, Global Software Customer Experience
ESKO-GRAPHICS
01.2021 - Current
Regional Account Executive
CDK DIGITAL / SINCRO
01.2019 - 01.2021
Senior Director, Sales Enablement
PAYSCALE
01.2018 - 01.2019
Marketing Director, OEM Business Development
CDK GLOBAL / ADP DEALER SERVICES
01.2016 - 01.2018
Account Director, Global Enterprise Sales
COBALT
01.2006 - 01.2016
Master of Business Administration -
Wright State University
Bachelor of Science -
Wright State University
Global Experience
- North America
- Latin America
- EMEA
- APAC
Signature Achievements
- Accelerated a 3-year Customer Experience transformation roadmap for $250M software business to full operational mode in 9 months
- Increased Professional Services operating margin by 12% globally and increased revenue by 5% to $10M while maintaining CES 1.5 and NPS 65.
- Designed and implemented global tiered Customer Success model achieving 114% NRR vs. 107% target.
- Led global Professional Services operations across NA, EMEA, and APAC, supporting enterprise clients in complex, regulated environments.