Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Jillian Plummer

Ogden,UT

Summary

Dynamic Senior Customer Success Manager at SAP with a proven track record in driving revenue growth through effective relationship management and customer advocacy. Expert in software implementation and account growth, I excel at training teams and enhancing customer experiences, ensuring seamless onboarding and proactive issue resolution.

Overview

8
8
years of professional experience

Work History

Senior Customer Success Manager

SAP
06.2021 - Current
  • Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Implemented client feedback loops to inform product enhancements and better meet customer needs.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
  • Developed data-driven action plans to improve customer outcomes and experiences.

Network Enablement Lead

SAP
05.2018 - 06.2021
  • Trained Customers and Suppliers on Business Network configurations, profile set up, integrations, and electronic transactions.
  • Implemented Flight Plans to onboard suppliers and increase Network adoption.
  • Create and Deploy Transaction Rules, Country Based Rules, and Tax Specifications.
  • Team Lead for trainings new NELs and developing materials to support educations.
  • Demoed Network functionality to new and existing suppliers to increase user experience.

Supplier Project Coordinator

SAP
04.2017 - 05.2018
  • Devised strategy to onboard suppliers to the Ariba Business Network
  • Maintain large spreadsheets with supplier data to strategically select vendors for electronic transactions.
  • Trained Suppliers on portal creation and network functionality.

Education

Master of Arts - Business Communication

Chatham University
Pittsburgh, PA
05-2017

Skills

  • Relationship management
  • Customer advocacy
  • Software implementation
  • Customer journey mapping
  • Account growth
  • Inter-department collaboration
  • Training and mentoring
  • Revenue growth

Accomplishments

  • SAP Academy Mentor years 2022 to present
  • Gainsight UAT in Barcelona on behalf of Americas CSMs
  • Nominated for Women to Watch in 2024

Timeline

Senior Customer Success Manager

SAP
06.2021 - Current

Network Enablement Lead

SAP
05.2018 - 06.2021

Supplier Project Coordinator

SAP
04.2017 - 05.2018

Master of Arts - Business Communication

Chatham University

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Jillian Plummer