Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SAMANTHA JENKINS

Huntington Beach,CA

Summary

Results-driven operations management professional with extensive experience in leading initiatives that enhance efficiency and profitability. Proven ability to collaborate across all leadership levels to implement innovative solutions in fast-paced environments. Expertise in Six Sigma and SAP, with a strong focus on customer success and relationship management. Demonstrated success in developing training programs that prioritize employee growth and improve client retention rates.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Digonex
Indianapolis, IN
09.2023 - 08.2025
  • Managed diverse portfolio of clients in Performing Arts, Live Entertainment, and Attractions sectors.
  • Collaborated with internal project teams including project managers and software developers.
  • Oversaw software development life cycle focusing on client onboarding, implementation, and post-deployment engagement.
  • Generated reports and led presentations for stakeholders and C-suite executives.
  • Translated complex product features into customer value to improve client satisfaction.
  • Leveraged data-driven strategies to enhance overall client outcomes.
  • Developed product enhancements based on direct client feedback.

Customer Success and Service Delivery Manager

Crowdbotics
Oakland, CA
12.2021 - 04.2023
  • Managed portfolio of 40+ clients valuing $1.75 million+ revenue, including SMB, B2B and Enterprise clients.
  • Developed and implemented tactical strategies to help achieve < 2% churn rate annually.
  • Collaborated with and lead cross-functional teams (sales, support, product and engineering) to ensure client satisfaction and retention, while identifying opportunities for upselling and cross-selling.
  • Served as the primary point of contact for clients, advising on best practices and recommending enhancements to software solutions.
  • Oversee end-to-end project management, identified risks, and developed contingency plans.
  • Conducted software testing and quality assurance to identify and report defects.
  • Developed and implemented customized account plans to meet clients’ specific needs and goals.
  • Conducted quarterly business reviews with clients to review performance metrics and identify areas for improvement.
  • Communicated regularly with clients to gather feedback and address any concerns, ensuring high levels of customer satisfaction.
  • Demonstrated consistent positive Net Promoter Score (NPS) scores after project kick-offs.
  • Sales Responsibilities:
  • Developed and executed strategic sales plans with existing clients that identified high-potential expansions, ensuring customer loyalty and retention.
  • Conducted product demonstrations and presentations to clients, effectively communicating the value proposition and differentiators of our products.
  • Negotiated pricing and contract terms with clients to ensure mutual success and profitability.
  • Successfully negotiated long-term contracts, secured new business and upsell existing clients, achieving consistent quarter over quarter results.
  • Worked closely with Accounts Receivable to ensure timely payment revenue collections.

Customer Success Manager, Implementation Manager

HeavyConnect, Inc.
Salinas, CA
03.2021 - 11.2021
  • Refined the deployment/implementation process, which ultimately increased customer adoption rates by 50%.
  • Led initiatives to reduce our account creation times by 33%, which directly correlated to faster customer adoption rates and ultimately increased customer satisfaction.
  • Worked interdepartmental with Sales, Operations, IT, and Development to minimize technical bugs and drive sustainable solutions to improve our SaaS products. This ultimately led to greater customer satisfaction and reviews.
  • Identified revenue opportunities and expansion opportunities for profitability and growth.
  • Successful in wide-scale technical implementations in organizations, working face-to-face with C-level suite.

Process Improvement Manager, Six Sigma

Cintas Corporation
San Clemente, CA
01.2019 - 01.2020
  • Advanced process improvement by serving as group’s certified Six Sigma black belt; led complex projects from conception to completion, oversaw SOP training for 13 locations and 200 employees, and leveraged Lean and Six Sigma methodologies.
  • Conceptualized revenue recovery strategies to drive revenue increase; achieved $26K+ weekly across 13 locations.
  • Optimized material cost spend by refining stockroom operational processes; yielded $10K weekly in cost avoidance.
  • Spearheaded and launched employee development programs; improved morale and increased productivity.
  • Analyzed workflows and identified bottlenecks to streamline operations effectively.
  • Led process improvement initiatives to enhance operational efficiency and reduce waste.
  • Collaborated with cross-functional teams to implement new process standards.

Lead Trainer, SAP Enterprise Resource Planning

Cintas Corporation
San Clemente, CA
01.2016 - 01.2019
  • Executed enterprise-wide SAP conversion, overseeing 20+ successful implementations while minimizing inefficiencies.
  • Developed training programs for diverse employee skill levels and learning styles.
  • Advised senior management about potential improvements that could be made to current training processes or systems.
  • Conducted needs assessments to determine training requirements and identified gaps in performance.
  • Conducted rigorous testing to ensure compliance with enterprise guidelines and prevent revenue loss.
  • Managed and mentored a five-member team, fostering effective communication and professional development.
  • Collaborated with the Center of Excellence team to design training curriculum that meets regulatory standards.
  • Established controls to align training programs with organizational quality management systems.
  • Enhanced associate development opportunities through prioritized mentorship initiatives.

Management Trainee

Cintas Corporation
Tustin, CA
01.2014 - 01.2016
  • Successfully completed requirements of internal management trainee program by mastering learning curriculum and demonstrating advanced understanding of cross-functional operations including production, HR, sales, service, and administrative functions.
  • Identified opportunities to improve wide range of operational processes by leveraging hands-on operations experience and best practices gained from benchmarking.
  • Contributed as active participant in staff meetings and workshops, sales pitches, and customer meetings and installations.
  • Additional experience as Project Coordinator for Sunwest Electric, Inc. from 2011 to 2013.

Education

Bachelor of Business Administration – BBA -

Fullerton, CA
Fullerton, CA
01.2012

Skills

  • SaaS, CRM, and SAP expertise
  • Customer experience champion
  • Dynamic pricing solutions management
  • Enterprise software integration
  • Organizational skills and detail orientation
  • Analytical decision-making capabilities
  • MS Office Suite proficiency
  • Employee learning and development passion
  • Facilitation and communication skills

Certification

  • Six Sigma Black Belt

Timeline

Customer Success Manager

Digonex
09.2023 - 08.2025

Customer Success and Service Delivery Manager

Crowdbotics
12.2021 - 04.2023

Customer Success Manager, Implementation Manager

HeavyConnect, Inc.
03.2021 - 11.2021

Process Improvement Manager, Six Sigma

Cintas Corporation
01.2019 - 01.2020

Lead Trainer, SAP Enterprise Resource Planning

Cintas Corporation
01.2016 - 01.2019

Management Trainee

Cintas Corporation
01.2014 - 01.2016

Bachelor of Business Administration – BBA -

Fullerton, CA

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