Jenny Hymer

As a start-up company, I partnered with the owners to develop everything from the technology to the training of customers including staffing, admin duties and accounts receivable/payable. Went from 0 customers to over 1100 with an average 92 NPS.

• Responsible for sales, customer relationships & their adherence to the platform and informed the technology teams of necessary updates to help customers focus on their member experience.
• As the company grew, my primary role was developing the customer onboarding and training platform for our software & developing KPIs for my team.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for our teams.
• Created customer support strategies to increase customer retention.
• Established team priorities, maintained schedules and monitored performance.
• Developed and executed quarterly 'Institutes' for customer collaboration.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Collaborated with sales and product teams to address customer success objectives.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.

Managed all aspects of club operations, facilities and personnel for two full service athletic clubs.

• Created and maintained yearly budgets for all aspects of business
• Set monthly goals for membership sales, retention, and program revenue
• Using current trends and industry data, created strategies and plans for upgrades to facilities, equipment and programs
• Developed and carried out marketing plans using multiple advertising channels
• Created and implemented strategic plans for successful initiatives, sales, programs and tactics that supported clubs’ values and mission
• Participated as club ambassador in community through events and service groups
• Ensured all client deliverables and financial goals were met
• Maintained professional relationships with others in the fitness industry on both the owner/operator and supplier side by attending multiple industry conferences and events
• Analyzed daily, weekly, and monthly membership reports to drive strategy
• Hired, trained and developed talent
• Supervised all managers and policies to create consistent and positive work environment
• Analyzed staff tasks and productivity to create balance with payroll expenditures
• Developed and maintained strong relationships with key stakeholders, including owners, members, staff, vendors, and community partners