JENNIFER GRIMM
Customer Success
Rockford,MI
Summary
Customer Success Manager Industrious Customer Success Manager with top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Engaging and personable to promote a "customer first" mentality. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Creative and varied background in business and educational leadership. Secure in the knowledge of the power quality customer service wields on company integrity. WWW https://bold.pro/my/ /440
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Renaissance Learning Inc
Wisconsin Rapids, WI
01.2012 - Current
- Managed 2+ million dollar book of business with 80+ clients utilizing Salesforce and Gainsight
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to successful customer service
- Assisted customers with onboarding and product setup and followed through with ongoing nurturing to foster successful adoption and usage
- 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 as a member of the customer success feedback committee
- Conducted periodic user training sessions to support customer understanding and product feature utilization
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Worked closely with account managers to renew contracts and research expansion opportunities.
Customer Success Manager
Student Achievement Systems, Inc
Grand Rapids, MI
01.2021 - 05.2022
- Managed customer success lifecycle including onboarding, adoption and nurturing, success planning, renewal and expansion for school and district contracts within Michigan
- Managed daily customer inquiries, asked appropriate questions, and collaborated with team members to research and facilitate resolutions
- Collaborated with software development regarding student achievement data and system improvements
- Kept stakeholders up to date on details and information regarding customers
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Prepared and delivered virtual and onsite training sessions
- Created and maintained comprehensive customer success documentation for internal and external use
- Established strong relationships with key customers, resulting in increased customer loyalty.
Student Advisor and GED Teacher
Kent Intermediate School District
Grand Rapids, MI
08.2019 - 06.2021
- Advised students on academic programs for individual interests and college and career readiness
- Taught classes and presented informational sessions on subjects related to education and career planning
- Developed and implemented student guidance plans to foster academic success
- Advocated for students to access available resources.
Owner/Account Manager
Battcom Industrial Batteries
Grandville, MI
01.2016 - 06.2019
- Assisted with creation, vision and growth of company
- Developed and implemented HR policies and procedures to promote clear and consistent approach to managing employees
- Promoted employee development by recruiting team-oriented candidates and initiated new training practices
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies
- Reconciled daily sales, returns and financial reports in QuickBooks.
Director and Advisor
Sparta Adult and Community Education, Sparta Area Schools
Sparta, MI
08.2013 - 11.2016
- Responsible for hiring, training and management of adult education instructors and support staff
- Expanded program exponentially in staff, student recruitment and off-site locations
- Secured and maintained state and federal grants including yearly renewal of WIA Title II Adult Education, Family Literacy Act Grant Section 107, Workforce Development Grant and Burlington English Pilot
- Identified and built relationships with key partners utilizing their areas of expertise to assist with development of new program initiatives
- Financial aid consultation and college and career advising
- Planned and conducted student registration interviews, preformed credit audits, and scheduled courses
- Reviewed student data with teachers and assisted in developing strategies for student success and school improvement.
Advisor, Coordinator and Teacher
Rockford Adult Education, Rockford Public Schools, High School Completion
Rockford, MI
10.2004 - 01.2013
- Designed and delivered integrated lessons of board approved HSC courses and GED Preparation materials, including facilitation of all online learning management systems
- Collaborated with K-12 and Adult Education instructors to accurately map core and elective curriculum to reduce gaps, improve cohesiveness and increase student learning
- Administered state required assessments including TABE, CASAS, and Work Keys, recording and analyzing student results
- Organized college and career discovery opportunities
- Spearheaded professional development and collaborated with staff toward continuous improvement of program
- Accurately and completely recorded student progress and development in compliance with school policies and standards.
Education
Master of Arts - Education
Aquinas College
Grand Rapids, MIBachelor of Arts - Psychology
Michigan State University
East Lansing, MI2023
Skills
- Customer Account Management
- Team Collaboration & Leadership
- Data-Driven Decision Making
- Curriculum Development
- Grant Acquisition & Compliance
- Strategic Planning
- SaaS
- Software
- Microsoft Suite
- Google Workspace
- Salesforce & Gainsight
- Quickbooks
- Groove & Outreach
- Mac & PC Proficient
- Tableau
- Video Conferencing: Zoom, Teams & Meet
- Slack
- Staff Leadership
- Training Programs
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Company CultureHealthcare benefitsPersonal development programsWork from home option401k matchWork-life balanceTeam Building / Company RetreatsCareer advancementPaid time offFlexible work hoursTimeline
Customer Success Manager
Student Achievement Systems, Inc
01.2021 - 05.2022
Student Advisor and GED Teacher
Kent Intermediate School District
08.2019 - 06.2021
Owner/Account Manager
Battcom Industrial Batteries
01.2016 - 06.2019
Director and Advisor
Sparta Adult and Community Education, Sparta Area Schools
08.2013 - 11.2016
Customer Success Manager
Renaissance Learning Inc
01.2012 - Current
Advisor, Coordinator and Teacher
Rockford Adult Education, Rockford Public Schools, High School Completion
10.2004 - 01.2013
Master of Arts - Education
Aquinas College
Bachelor of Arts - Psychology
Michigan State University