Jennifer Schwartz
O Fallon,MO
Summary
Dedicated and knowledgeable. A results-driven contributor, well versed in sales, customer success, and enablement who seeks to advance career with an organization that values top performers. Offers over 15 years of experience in developing exceptional customer relationships that yield lucrative results. Excellent attention to detail, boosts revenue, and increases productivity. Quickly proves to be a leading asset to colleagues and senior leadership.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Floify
02.2023 - Current
- Manages a portfolio of 36 enterprise and mid-market accounts, ensuring customer satisfaction and driving revenue growth through effective relationship management and strategic planning.
- Plays an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducts training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Leads process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Identifies and executes upselling opportunities with existing clients to maximize revenue and profitability.
- Utilize customer feedback to inform changes and improvements to customer success plans.
- Conduct training and mentor team members to promote productivity and commitment to friendly service.
- Establishes strong relationships with key customers, resulting in increased customer loyalty.
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Conducts regular account reviews to assess progress and strategize future growth opportunities for clients.
- Facilitates successful renewals through diligent relationship management and proactive issue resolution.
Team Lead, Client Success
UNIFY
03.2022 - 02.2023
- Developed training pathways and revamped the onboarding experience resulting in higher adoption rates for new users in the first 30 days
- Educates customers on platform features to aid in building customer loyalty and ensure a positive long term experience
- Proactively conducts outreach to BOB to provide support, tooling, and resources necessary to achieve their goals
- Strategic advisor for 30+ new and existing accounts in the post-sale onboarding and adoption phase
- Hyper-focused on building and maintaining customer relationships to improve retention capture and ROI.
Client Software Trainer, Title & Escrow
WFG NATIONAL TITLE (WEST WILLINSTON)
07.2021 - 03.2022
- Serves as lead product enablement facilitator for new and existing employees. Instrumental in building practical methods that improve employee development, expand company knowledge, and advance a positive internal culture.
- Advanced understanding of educational needs and deploys re-imagined curriculum designed to empower employees at all levels and reduce churn.
- Delivers onboarding product and software training for new and existing employees, including continuing education modules.
- Frequently evaluates the need for training, develops and implements a program that aligns training with the goals and strategies of the organization.
Client Success Coach
TRANSACTLY INC
01.2020 - 07.2021
- Primary accountabilities were strengthening brokerage accounts and solidifying relationships with key stakeholders through proactive outreach.
- Promoted client renewal opportunities. Successfully managed a daily book of business comprised of 75+ customers.
- Managed onboarding of investor-led accounts.
- Supported team by managing sales qualification and discovery calls with potential clients. Demonstrated and drove adoption of Transactly application for onboarded agents and brokerage education purposes.
- Engaged 1:1 with new clients to ensure adoption and mature use of Transactly App. Assisted with technological troubleshooting service tickets and support calls. Collaborated with Sales to improve retention rates and grow existing accounts.
Education
BACHELOR OF ARTS - GRAPHIC COMMUNICATIONS
MAYCREST INTERNATIONAL UNIVERSITY
Davenport, IA05.2002
Skills
- Relationship management
- Renewal driver
- Strong Negotiation Skills
- Training and Mentorship
- Present & Attentive Listener
- Cross-Team Collaboration
- Organized & Timely
- Full Sales Cycle
- CRM Hygiene
- Prospecting & Lead Nurturing
- Experienced Account Manager
- Contract Auditing
Timeline
Customer Success Manager
Floify
02.2023 - Current
Team Lead, Client Success
UNIFY
03.2022 - 02.2023
Client Software Trainer, Title & Escrow
WFG NATIONAL TITLE (WEST WILLINSTON)
07.2021 - 03.2022
Client Success Coach
TRANSACTLY INC
01.2020 - 07.2021
BACHELOR OF ARTS - GRAPHIC COMMUNICATIONS
MAYCREST INTERNATIONAL UNIVERSITY