JESSICA WARDLEY
Spring,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
SENIOR ENTERPRISE CUSTOMER SUCCESS MANAGER
07.2023 - Current
- Initiated and led the transformation of the Executive Business Review, influencing positive change within the company and enhancing the value delivered to clients
- Managed feedback from the internal product team and served as a liaison between the product team and the customer success team, ensuring effective communication and alignment of customer needs
- Secured quarterly meetings with C-level executives from client organizations, fostering strong relationships and ensuring alignment on business objectives
- Developed and implemented training programs to enhance internal teams' lead generation capabilities, resulting in increased conversion rates and revenue
- Established new C-level relationships with all assigned clients, effectively communicating the value proposition and maximizing customer lifetime value
- Strategically managed a diverse portfolio of key accounts, ensuring compliance adherence and delivering tailored solutions to meet client needs.
CUSTOMER SUCCESS MANAGER
CLARIVATE
01.2019 - 12.2022
- Effectively managed 25 accounts, with total portfolio value of 5.7 million in products
- Generated substantial revenue growth, achieving $1 million in 2019, $1.25 million in 2020, and $1.3 million in 2021
- Maintained remarkable Net Promoter Score (NPS) of 9.1 over three years, reflecting exceptional customer satisfaction
- Consistently led regional Customer Success Team in revenue renewals and upsell rates
- Mentored and trained new team members to ensure high levels of productivity, accuracy, and excellent customer service
- Proactively resolved customer issues, identified optimal solutions, and implemented corrective actions to uphold customer satisfaction
- Cultivated strong client relationships by anticipating their needs and aligning offerings to achieve positive outcomes
- Developed and executed targeted client development strategies to optimize individual account results.
STRATEGIC CUSTOMER SUCCESS MANAGER
CLARIVATE
01.2022 - 07.2022
- Successfully managed a large consortium, overseeing products valued at 5.8 Million
- Collaborated with internal team to develop a comprehensive sales plan, resulting in implementation of 1.25 Million in product sales in 2022
- Established and executed onboarding plans with clients to ensure seamless integration and maximum customer satisfaction.
GLOBAL ACCOUNT DIRECTOR
GLOBAL IP
10.2017 - 12.2018
- Improved profitability by effectively managing expenses, budgets, and overhead, resulting in increased closings and optimized product returns
- Utilized market trends and customer insights to shape solutions and drive business growth
- Collaborated with sales and design departments to create innovative products and project roadmaps that enhanced profitability
- Led a team of four direct reports and managed a larger team of 26 members
- Supported sales team members to foster growth and development
- Formulated sales goals and strategies that contributed to increased sales and profitability
- Cultivated enduring professional relationships with suppliers and key clients, driving long-term business partnerships
- Devised and implemented creative sales and marketing strategies to support the achievement of sales targets
- Developed persuasive presentation materials for sales, customer relations, and management purposes
- Monitored daily performance, assessed employee progress, and identified areas for additional coaching to optimize performance.
PARALEGAL AND SHAREPOINT ARCHITECT
EMERGO GROUP
04.2016 - 10.2017
- Managed Foreign Filings and ensured compliance with relevant regulations
- Developed document protocols and intercompany action procedures
- Oversaw cancellation letters and reviewed NDA's
- Handled business licenses and filings for 36 countries
- Feel free to tailor this resume further to highlight your specific skills, achievements, and qualifications for the new role you are targeting.
Education
Bachelor of Arts - Social Sciences
Purdue University
West Lafayette, IN05.2013
Associate of Science - Biomedical Engineering (Electrical)
University of Akron
Akron, OHTimeline
SENIOR ENTERPRISE CUSTOMER SUCCESS MANAGER
07.2023 - Current
STRATEGIC CUSTOMER SUCCESS MANAGER
CLARIVATE
01.2022 - 07.2022
CUSTOMER SUCCESS MANAGER
CLARIVATE
01.2019 - 12.2022
GLOBAL ACCOUNT DIRECTOR
GLOBAL IP
10.2017 - 12.2018
PARALEGAL AND SHAREPOINT ARCHITECT
EMERGO GROUP
04.2016 - 10.2017
Bachelor of Arts - Social Sciences
Purdue University
Associate of Science - Biomedical Engineering (Electrical)
University of Akron