Jessica Bunn
Raleigh,NC
Summary
Experienced Customer Success Manager with a proven record of driving client satisfaction, retention, and revenue growth in technology-driven environments. Expertise in aligning customer needs with business objectives, fostering collaborative relationships, and delivering measurable ROI. Adept at utilizing analytical tools like Power BI and Data Warehouse to enhance strategic decision-making. Committed to innovation and proactive problem-solving to elevate customer experiences.
Overview
14
14
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER
IDC
07.2022 - Current
- Company Overview: https://www.linkedin.com/company/3386/
- Collaborate with customers on existing use cases to consistently improve value and return on their investment
- Sustain a high level of customer satisfaction, achieving an average CSAT score of 4.6 out of 5
- Maintain a 95% customer retention rate through proactive engagement and personalized support
- Partner with multiple internal stakeholders and enterprise clients to deliver high-value customer experiences
- Onboard and train new users to use data products and present new releases to key stakeholders
- Deliver and communicate ROI for IDC client use cases throughout the customer journey
- Act as a trusted advisor while proactively identifying and delivering IDC resources to achieve valuable outcomes and KPI metrics
- Involved in customer relationships, collaborating closely with other team members supporting renewals and expansion opportunities
CUSTOMER SUCCESS MANAGER
Tryon Title
Raleigh, USA
04.2021 - 06.2022
- Managed a portfolio of over 400 accounts with a focus on driving adoption, increasing client satisfaction, and supporting retention and growth
- Responded to customer questions, needs, and requests and coordinated resources to meet those needs
- Developed and presented technology demonstrations for our clients’ continuing legal education requirements
- Instrumental in the rollout of a new customer portal including development, promotion, and presentation of the application
- Reduced customer onboarding time by 40% by implementing streamlined processes, leading to faster product adoption
- Consistently achieved an average CSAT score of 4.8 out of 5, reflecting a high level of customer satisfaction
DIGITAL PRODUCT SPECIALIST
SoftPro
Raleigh, USA
11.2018 - 04.2021
- Completed projects using client driven data to render appropriate digital product
- Focused on leading the team in implementing corporate-wide digital principles and practices across product definition and design
- Coded documents and unit tested to ensure product specifications met standards and enabled a desirable product for the relevant end-user
- Collaborated with cross-functional teams to gather client requirements, analyze data, and deliver tailored digital product solutions, resulting in enhanced user experiences and increased customer loyalty
REAL ESTATE ANALYST
The Adaero Group
Raleigh, USA
05.2015 - 10.2018
- Researched, appraised, and analyzed residential real estate for loan decisions using internal and external resources
- Served 100+ customers by accurately generating analytical market statements using pivot tables and statistical software to reduce investment risk
- Identified performance gaps and significantly enhanced internal workflow saving the company over $60K/year
- Proactively implemented Lean Six Sigma methodologies to achieve enhanced processes and improved quality control
- Peer-selected as project lead to train employees on using mobile software application resulting in 25% greater overall efficiency
VALUATION ANALYST
Forsythe Appraisals
Raleigh, USA
12.2013 - 04.2015
- Applied valuation principles to report precise values on various property types for the largest independent appraisal company in the United States
- Inspected and measured properties to supply detailed floor plans and accurate gross living area
- Led negotiations to diplomatically resolve problems and submitted deliverables in a timely and efficient manner, minimizing turnaround times and increasing volume to meet Service Level Agreements and improving KPIs
- Utilized advanced understanding of complex business and financial principles, including risk and return, profitability, cash flow, and liquidity to render solid valuation analyses to leverage business decisions
STAFF APPRAISER
Bank of America
Raleigh, USA
10.2010 - 11.2013
- Researched and evaluated properties of non-performing loans for financial institutions
- Analyzed market trends and compiled data to generate 80+ comprehensive reports per month
- Actively participated in the company leadership team to collaborate on new business initiatives for process improvement
- Championed new product development projects which exceeded internal business productivity goals and sales initiatives
Education
MBA - Business Analytics
University of North Carolina Pembroke
Pembroke, NCBACHELOR OF SCIENCE (B.S.) - Business Administration
Bay Path University
Longmeadow, MAFrench and Spanish Education Coursework -
SUNY
Cortland, NYSkills
- Microsoft Office Suite
- R / Python / SQL
- Data Warehouse
- Power BI
- ChurnZero
- Salesforce
- Research and due diligence
- Report analysis
- Cross-functional coordination
- Customer relationship building
- Revenue growth
- Strategic planning
Affiliations
- Business Owner - Premier Appraisal Service, LLC., Holly Springs, NC
- Branch Manager - Maupin Travel, Cary, NC
- Corporate Travel Manager - ITG Travel, Raleigh, NC
Timeline
CUSTOMER SUCCESS MANAGER
IDC
07.2022 - Current
CUSTOMER SUCCESS MANAGER
Tryon Title
04.2021 - 06.2022
DIGITAL PRODUCT SPECIALIST
SoftPro
11.2018 - 04.2021
REAL ESTATE ANALYST
The Adaero Group
05.2015 - 10.2018
VALUATION ANALYST
Forsythe Appraisals
12.2013 - 04.2015
STAFF APPRAISER
Bank of America
10.2010 - 11.2013
MBA - Business Analytics
University of North Carolina Pembroke
BACHELOR OF SCIENCE (B.S.) - Business Administration
Bay Path University
French and Spanish Education Coursework -
SUNY
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