JESSICA MARIER
Andover,MN
Summary
Results-driven and customer-focused professional who excels in a fast-paced and dynamic organization. Leveraging 20+ years of experience in SaaS and Customer Success, with a proven track record of driving customer outcomes and revenue growth. Collaborative leader with a dedication to partnering with key stakeholders to promote an engaged, empowering work culture and developing high-performing teams. Documented strengths in building and strengthening relationships that delivered increased customer engagement, retention, and growth.
Overview
16
16
years of professional experience
Work History
Senior Manager, Customer Success
Global Healthcare Exchange LLC
Louisville, CO
01.2007 - 01.2023
- Recommended and implemented successful strategies to maximize revenue.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Examined quarterly financials to determine business operating capacity.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Collaborated with sales and product teams to address customer success objectives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Implemented and developed operational standards, policies and procedures.
- Produced staffing matrix to provide adequate coverage of department.
- Provided strong leadership to enhance team productivity and morale.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed proposals and presentations for internal and external audiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Evaluated hiring, firing, and promotions requests.
Education
Bachelor of Science - Management
University of Phoenix
Phoenix, AZAssociate of Science - Healthcare Management
Inver Hills Community College
Inver Grove Heights, MNNational - undefined
Association of Professional Woman
Skills
- Leadership
- Strategic Vision and Planning
- Revenue Growth
- Customer Retention
- Customer Development and Outcomes
- Consultative Business Development
- Strategic Account Management
- Cross-functional Collaboration
- Team Development and Expansion
- Customer Experience Management
- Change Management
Accomplishments
- Led a team of Customer Success Managers that secured $80MM Annual Recurring Revenue and drove $2MM annual expansion and renewal efforts
- Developed and implemented customer success strategies resulting in 100% retention rates and 20% YoY increase in utilization
- Achieved 20pt increase in NPS by successfully segmenting customers and Customer Success Managers, aligning customer need, Customer Success Manager skillset, and successfully executing customer-centric success plans
- Collaborated with cross-functional teams to identify and address customer pain points and improve overall customer satisfaction resulting in 100% renewals
- Designed and implemented new hire onboarding program decreasing ramp time by 50%, and increasing customer time to value by 50%
- Developed Quarterly Objectives and Key Results and led team execution to achieve 90%+ of measurable outcomes that delivered increased revenue, greater customer value, risk mitigation, and team development
- Created and implemented individual skill development for plans for continuous training and coaching to strengthen trusted advisor, expansion, retention, and advocacy strategies
- Built strong collaborative relationships with internal stakeholders and decision-makers, developed and executed process changes to increase efficiencies that delivered value, averted risk, retained revenue, and increased customer satisfaction
- Implemented Customer Success application and metric-based performance management, resulting in 50% increase in CSM productivity, and 50% increase in customer engagement
- Designed and launched CSM program that created and delivered best practices and consultative insights to customers; VOC feedback loop to internal stakeholders: Product, Support, and Leadership which increased product adoption, customer satisfaction, ROI, and advocacy
EMPLOYMENT HISTORY:
Global Healthcare Exchange, LLC Louisville, CO 2007-2023
- Senior Manager, Customer Success
- Customer Success Manager
- Project Manager
- Account Executive
- Account Manager
Additional Information
- AWARDS & CERTIFICATES , Customer Success Manager of the Year The Art & Science of Promise Selling Coaching for Results Smart Team
Timeline
Senior Manager, Customer Success
Global Healthcare Exchange LLC
01.2007 - 01.2023
Bachelor of Science - Management
University of Phoenix
Associate of Science - Healthcare Management
Inver Hills Community College
National - undefined
Association of Professional Woman
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