Jennifer Monk
Wisconsin Rapids,WI
Summary
At Renaissance Learning Inc., I spearheaded customer success initiatives, significantly boosting retention rates through strategic advocacy and key account development. My adept use of CRM tools and commitment to stakeholder management enhanced product features and customer engagement. Skilled in team building and client relations, I consistently ensured client satisfaction and drove substantial business growth.
Overview
25
25
years of professional experience
Work History
Customer Success Manager
Renaissance Learning Inc.
Wisconsin Rapids, WI
12.1999 - Current
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
- Developed and executed customer success strategies to increase retention rates.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Drove customer escalations to resolution by engaging directly with clients.
- Conducted regular check-ins with clients to ensure their needs were met.
- Advocated for customer needs within the organization, driving product improvements.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Coached team members on best practices for delivering exceptional customer experiences.
Education
Bachelor of Science - Business Administration
Columbia Southern University
Orange Beach, AL12-2017
Skills
- Client relations
- Customer account management
- Customer advocacy
- Team building
- Customer service
- Key accounts development
- Customer relations
- Stakeholder management
Timeline
Customer Success Manager
Renaissance Learning Inc.
12.1999 - Current
Bachelor of Science - Business Administration
Columbia Southern University