Summary
Overview
Work History
Education
Timeline
Generic

Jennifer Williams

Summary

Results-driven Relationship Manager with a strong track record of delivering exceptional client satisfaction and driving revenue growth. Strong proficiency in Microsoft Office, Salesforce, Zendesk, Rent works, Adobe, Nexus, QuickBooks, Stripe, GoTransverse and various CRM systems. Areas of Expertise include: Process Improvements, Team Leadership, Account Management, Upselling & Cross-selling, Client Needs Assessment, Customer Service, Budgeting and Financial Analysis, Training & Development, Communication & Interpersonal skills

Overview

11
11
years of professional experience

Work History

SR. RELATIONSHIP MANAGER

Autonomy
09.2021 - Current
  • Demonstrate comprehensive understanding of customer's needs, challenges and align our solutions to address their needs effectively.
  • Collaborate with internal departments, including Operations, Sales, Marketing, Accounting, and Human Resources, to advocate for clients and contribute to the development of successful customer success programs.
  • Successfully able to get 500 Tesla subscriptions approved and delivered within an accelerated deadline.
  • Liaison between customers and operations teams, ensuring smooth communication and timely resolution of issues.
  • Conduct regular check-in calls with customers, fostering strong relationships, ensuring satisfaction, and identifying opportunities for growth.
  • Prepare and deliver reports, presentations, and lead customer update meetings to provide valuable insights and strengthen partnerships.
  • Identify potential cross-sell and upsell opportunities, maximizing revenue and customer lifetime value.
  • Prepare for and actively participate in project review meetings with company leadership, contributing to strategic decision-making.
  • Engage with new customers, providing guidance and assistance throughout the onboarding and implementation process.
  • Streamlined processes for increased efficiency within the team, resulting in improved response times to client inquiries and requests.
  • Enhanced team performance by mentoring junior relationship managers on best practices in client service, sales techniques, and product knowledge.
  • Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.
  • Increased efficiency in billing processes, reviewed billing problems, researched issues, and resolved concerns.

BUSINESS DEVELOPMENT MANAGER

SureSale
01.2019 - 06.2021
  • Collaborated across departments, including Operations, Sales, Marketing, Accounting, and Human Resources, to advocate for clients and develop successful scalable customer success programs.
  • Ensured consistent application of customer relationship best practices, enhancing customer satisfaction and loyalty.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Advocated for customers in service roadmap discussions, contributing valuable insights for product and service improvements.
  • Prepared and tracked key client satisfaction metrics, providing data-driven recommendations for enhancing the customer experience.
  • Documented all client activity in the company's CRM system, maintaining accurate and up-to-date records.
  • Summarized and provided feedback on minutes/actions from internal and client meetings, ensuring effective follow-up and accountability.
  • Stayed up to date on industry and service-related trends, leveraging knowledge to provide proactive solutions to clients.
  • Spearheaded initiatives aimed at improving customer retention rates by proactively addressing concerns before they escalated into larger issues.
  • Increased Dealer retention by 18%, and maintained an overall retention rate of 91%.
  • Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
  • Successfully captured more than $25,500 of outstanding/past due revenue within 60 days.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.

CUSTOMER SUCCESS MANAGER

Alan Ram Proactive Training Solutions
01.2018 - 01.2019
  • Provided superior customer service, strategic account management, and upselling services to clients.
  • Analyzed client needs based on data and presented tailored solutions to maximize results.
  • Developed detailed training plans to address specific client requirements and improve performance.
  • Educated dealers on the benefits of proper training for management and sales teams.
  • Conducted training and mentored dealership team members to promote productivity and ensuring continuous sales improvement.
  • Maintained detailed communication among dealers and coworkers, facilitating seamless operations.
  • Collaborated with management at dealerships to improve engagement and results.
  • Achieved an outstanding 97% dealer retention rate.
  • Increased offsite attendance for semiannual trainings.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills with dealer partners.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

AREA MANAGER

Go Rentals
07.2017 - 01.2018
  • Supervised 15 location employees and managed 3 locations, maintaining contractual, compliance and reporting requirements for all employees and locations.
  • Hired, trained, and mentored employees, overseeing schedules, payroll, and budgeting.
  • Managed daily office operations, ensuring smooth functioning and exceptional customer service.
  • Increased sales revenue and decreased expenditures through effective strategies.
  • Coordinated fleet movement and conducted regular audits to maintain optimal efficiency.
  • Established exceptional business relationships with FBO staff, hotels, and guests.
  • Exceeded revenue forecast goals by 20% in multiple months.
  • Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
  • Implemented and standardized new procedures, resulting in a 13% increase in sales revenue and 17% decrease in expenditure.
  • Increased overall sales by 13% through capitalizing on new potential opportunities and developing and maintaining partnerships with numerous new 5 star hotels and various companies.

OPERATIONS ASSISTANT

Go Rentals
08.2016 - 07.2017
  • Collaborated with management on policy development, guidelines, and procedures.
  • Ensured compliance and cost control through efficient practices.
  • Conducted location audits and implemented revenue-boosting strategies while reducing costs.
  • Managed the Director of Operations' schedule, coordinating travel, meetings, and conferences with minimal disruptions to daily operations.
  • Supported new employee training and onboarding, providing documentation and training materials on operational processes and procedures.
  • Provided hands-on training to new hires, ensuring they were well-equipped to perform their roles successfully from day one.
  • Assisted in the development of standard operating procedures to maintain consistency and accuracy across all locations company wide.
  • Maintained high corporate ethics and confidentiality of company and guests' information.
  • Provided hands-on training to new hires, ensuring they were well-equipped to perform their roles successfully from day one.
  • Managed and maintained file system covering expenses, reports, and support documentation.

Edmunds

Account Manager
09.2012 - 07.2016
  • Proactively communicated and supported 3-4 sales personnel, and managed over 300 dealership accounts.
  • Resolved problems, improved operations and provided exceptional service.
  • Processed and entered new contracts from opening to close into Salesforce.
  • Maintained databases to track inventory listings, contact info, billing, website accuracy and lead issues.
  • Increased client retention.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Worked with internal teams to coordinate new dealer and product launches.

Education

Associate of Arts -

Long Beach City College
Long Beach, CA
05.2026

Timeline

SR. RELATIONSHIP MANAGER

Autonomy
09.2021 - Current

BUSINESS DEVELOPMENT MANAGER

SureSale
01.2019 - 06.2021

CUSTOMER SUCCESS MANAGER

Alan Ram Proactive Training Solutions
01.2018 - 01.2019

AREA MANAGER

Go Rentals
07.2017 - 01.2018

OPERATIONS ASSISTANT

Go Rentals
08.2016 - 07.2017

Edmunds

Account Manager
09.2012 - 07.2016

Associate of Arts -

Long Beach City College

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Jennifer Williams