Summary
Overview
Work History
Education
Skills
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Timeline
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Jordan Ventura

Norwalk,CT

Summary

Detail-oriented Customer Success Manager with 7+ years of experience building and maintaining relationships with clients in a variety of industries and sizes including enterprise accounts. Strong qualifications include relationship building, onboarding and implementation, solution selling, customer retention strategies and problem-solving techniques. Excel in communication, empathy & adaptability to help cultivate strong partnerships & ensure customer satisfaction.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

MangoApps
Remote, USA
05.2024 - Current
  • Customer Onboarding & Implementation: Spearheaded end-to-end SaaS customer onboarding, delivering comprehensive platform training and implementation to design, build, and launch enterprise employee apps and intranets.
  • Training Development: Scripted and produced foundational self-service training videos, enhancing user experience and knowledge retention for new clients.
  • Product Marketing & Community Engagement: Developed customer resources and hosted a live two-part webinar for the one of our largest feature release of 2024 in my first two months.
  • Customer Success Planning: Serve as long-term strategic partner for customers post-launch. I currently oversee 25 customer accounts from small to enterprise sized businesses.
  • Track Product Adoption & Engagement: Monitor customer usage through internal reporting, identify areas of opportunity for product expansion.
  • Customer Success Enablement: help create new customer guides and streamline internal resources to scale processes for our growing team and client base.

Enterprise Account Executive & Account Manager

Staffbase
Remote, USA
09.2022 - 05.2024
  • Close new business and drive growth with existing clients that include target customers of enterprise businesses with 5000-15,000 employees
  • Cultivated and maintained relationships with a portfolio of 20-25 accounts, including regular communication and strategic account reviews (managing ~$2.5 million in ARR)
  • Responsible for prospecting, building relationships with internal stakeholders, and all aspects of the sales process from demo to close
  • Manage the revenue and relationship post-sale alongside dedicated CSM
  • Conduct meetings and demos with a large range of titles, including C-Suite
  • Lead client negotiations and liaise between Marketing, Finance, Legal, Renewal & Customer Success teams
  • Expertise in employee communication and engagement strategies
  • Identify new areas of expansion (cross-sell/upsell) with dedicated accounts

Strategic Growth Account Executive

Twilio
Remote, USA
08.2021 - 09.2022
  • Significant win: Q4 2021: Closed $500k+ in API & Software sales achieving >300% of quota in first quarter
  • Managed a book between 50-75 accounts across various industries in high growth startups and small-medium sized companies
  • Built and managed pipeline through prospecting tools and understanding business use cases/developing strong relationships with C-level Executives
  • Responsible for prospecting and managing revenue growth and retention, as well as identify and cross-sell new Twilio use cases/find ways for clients to leverage the broader Twilio Customer Engagement Platform
  • Prospected and conducted meetings/technical demos with a large range of titles including founders and C-Suite
  • Lead client negotiations and liaise between technical specialists, deal desk, and finance teams to efficiently bring complex, multi-year, multi-product deals to closure
  • Conducted QBRs with customers, leveraged cross-functional teams to build and execute account plans
  • Managed Twilio's many cross-functional teams to achieve platform adoption
  • Responsible for bringing in $1.1 million in the first two full quarters with the organization

Senior Account Executive, Low Growth

Indeed.com
Stamford, CT
06.2017 - 08.2021
  • Managed a book of business consisting of 120+ clients spending ~$600,000 per quarter
  • Responsible for selling/growing accounts through all Indeed products and services
  • Measured on revenue retention & growth of accounts through new business
  • Developed and grew strong relationships through phone, email, zoom and professional networking
  • Conducted demonstrations via phone, webinar or face to face
  • Oversaw all aspects of the sales process (qualify, close, upsell and retain)
  • Keep forecast and pipeline up to date based on demos performed and closed wins
  • 2019: 106% to quota, 2020: 104.5% to quota
  • Promoted to Senior Account Executive in January of 2020
  • Q1 2021 - achieved product 'suite-life' by selling all Indeed products in one quarter

Education

Bachelor of Science - Communications with concentration in Sports Media

Sacred Heart University, Jack Welch College of Business
Fairfield, CT
05.2017

Skills

  • Customer Relationship Management
  • Customer Retention
  • Implementation & Onboarding
  • Training Programs
  • Intranet Strategy
  • Cross-functional Team Collaboration
  • Data Measurement & Analysis
  • Customer advocacy
  • Account Management & Sales proficiency
  • Strategic Planning
  • Schedule management
  • Staff mentoring & leadership

Timeline

Customer Success Manager

MangoApps
05.2024 - Current

Enterprise Account Executive & Account Manager

Staffbase
09.2022 - 05.2024

Strategic Growth Account Executive

Twilio
08.2021 - 09.2022

Senior Account Executive, Low Growth

Indeed.com
06.2017 - 08.2021

Bachelor of Science - Communications with concentration in Sports Media

Sacred Heart University, Jack Welch College of Business

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Jordan Ventura