Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Jessica Nelson

New Bern,North Carolina

Summary

Senior Customer Success Manager with over 8 years of expertise in cultivating client relationships and achieving impactful results. Known for enhancing customer satisfaction, loyalty, and expansion through strategic account oversight, analytical insights, and innovative problem-solving. Proven success in dynamic SaaS startup environments, leveraging trend analysis and customized solutions to help clients meet and exceed their goals. Accomplished in leading high-performing teams, delivering outstanding service, and driving revenue growth. Dedicated to applying strategic foresight and operational proficiency to excel in project and operations management.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Manager

AssetWatch®
05.2023 - 05.2024
  • Acted as point of escalation for high-profile accounts, resolving complex issues and ensuring long-term customer satisfaction
  • Conducted regular business reviews with key stakeholders and facility level clients to align on strategic goals, address challenges, and identify areas for continued growth and partnership opportunities
  • Created and delivered customer success training programs for new hires
  • Utilized data analysis and KPI tracking to monitor operational performance and implement data-driven decisions for continuous improvement
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Maintained account files with SLA, MSA, NDA, T&C, SOW, PO, RFP, RFQ, LOI , DPA, and IPR records, client interactions, client notes, and other information.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established team priorities, maintained schedules and monitored performance.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Managed top 6 Enterprise logos, totaling 130 accounts to retain existing relationships and grow share of business.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Managed revenue models, process flows, operations support, and customer engagement strategies.

Customer Success Manager

AssetWatch®
03.2022 - 05.2023
  • Oversee entire customer life-cycle from initiation, upsell, contract/order management, operations, adoption, growth, & renewals.
  • Provided personalized support and guidance to customers, resulting in increased retention rates of 98% and 15% revenue increase in upsell opportunities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Created customer support strategies to increase customer retention.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Established strong relationships with key customers, resulting in increased customer loyalty with a 50% growth increase of 120 to 180 accounts.
  • Developed detailed plans based on broad guidance and direction.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Defined clear targets and objectives and communicated to other team members.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Success Specialist

AssetWatch®
08.2021 - 03.2022
  • Developed and delivered personalized training sessions and product demonstrations to educate clients on best practices and optimize usage of the platform
  • Conducted regular check-ins with clients to understand their needs, address any issues, and provide guidance on how to maximize the value of the product or service
  • Managed a portfolio of 170+ customer accounts, developing strong relationships and delivering exceptional customer support to ensure high satisfaction and retention rates
  • Utilized CRM software to track customer interactions, gather insights, and identify opportunities to upsell or cross-sell additional products or services
  • Collaborated with electricians, engineers, and contractors to develop innovative solutions for design challenges
  • Created and implemented strategic plans to optimize workflow efficiency and increase productivity within the operations department
  • Oversaw and streamlined day-to-day operations to ensure efficiency and timeliness in delivering services or products
  • Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
  • Presented technical presentations to clients to explain product features and benefits.
  • Utilized creative problem-solving skills to overcome technical challenges in the sales process.
  • Organized product demonstrations and trial installations of equipment to promote products.
  • Delivered technical presentations matching audience level of expertise to explain products and services to customers.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Managed projects from procurement to commission.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Donor Support Specialist - Lead

Matthew Hill Foundation, Inc. No-Shave November
10.2017 - 11.2021
  • Analyzed and reported on customer support metrics, including response times, resolution rates, and customer satisfaction scores, to identify trends and areas for improvement
  • Acted as a escalation point for challenging customer issues, to find swift and effective solutions
  • Demonstrated strong problem-solving skills by troubleshooting and diagnosing complex customer issues.
  • Cultivated relationships with donors and stakeholders to increase awareness and support for the organization's mission
  • Processed donation transactions and maintained over 2,000 accurate donor records in the database
  • Provided exceptional customer service to donors and supporters of the non-profit organization
  • Collaborated with the fundraising team to support campaigns and events through donor communication and outreach efforts
  • Responded to 50+ daily customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Managed donor complications arising from donation process.
  • Managed interactions with donors and donation center personnel to achieve goals.
  • Coordinated events to encourage community involvement and increase awareness of organization's mission.
  • Planned and organized special events, solicited corporate sponsorships, and set up matching gift donations to reach financial targets.

Customer Service Account Specialist

Stainless Foundry & Engineering, Inc
01.2021 - 07.2021
  • Managed 300+ customer accounts and processed 30+ daily purchase orders, returns, and exchanges efficiently and accurately
  • Managed inbound and outbound customer communications, providing prompt and professional responses to inquiries, complaints, and feedback.
  • Coordinated with production and logistics teams to ensure timely delivery of orders and accurate product information to customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Analyzed project performance data to identify areas of improvement.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Education

Bachelor of Arts - Anthropology

University of Wisconsin-Milwaukee
Milwaukee, WI
12-2021

Associate of Arts - Humanities & Social Sciences

Laney College
Oakland, CA
12-2018

Skills

  • SMB, Mid-Market, & Enterprise Account Management
  • Project & Operation Management
  • Onboarding & Implementation
  • Data Analysis
  • Technical Support
  • Product Knowledge
  • Customer Advocate
  • Emotional Intelligence
  • Software implementation
  • Data-driven decision making
  • Upselling strategies

Interests

  • Productivity Software: Microsoft Office Suite (Outlook, Sharepoint, Excel, Word, Powerpoint), Google Workplace 
  • Workspace Platform: Notion
  • Cloud-based Collaboration: Slack, Microsoft Teams, Cisco Webex Teams, Google Chat, Zoom 
  • Subscription-based CRM: Vitally
  • Customer Service & Support: Zendesk
  • Revenue Intelligence: Gong, Gongio
  • CRM, Contract/Order & Work Order Management, Opportunity Tracking Platforms: Salesforce, Zoho, Oracle
  • Data Analysis: AWS Quicksight, Microsoft Power BI
  • Product Management & Roadmap software: Aha!, Trello
  • AI Powered: ChatGPT
  • Additional Software: AssetWatch, AssetWatch Mobile App, POS Systems

Timeline

Senior Customer Success Manager

AssetWatch®
05.2023 - 05.2024

Customer Success Manager

AssetWatch®
03.2022 - 05.2023

Customer Success Specialist

AssetWatch®
08.2021 - 03.2022

Customer Service Account Specialist

Stainless Foundry & Engineering, Inc
01.2021 - 07.2021

Donor Support Specialist - Lead

Matthew Hill Foundation, Inc. No-Shave November
10.2017 - 11.2021

Bachelor of Arts - Anthropology

University of Wisconsin-Milwaukee

Associate of Arts - Humanities & Social Sciences

Laney College

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Jessica Nelson