SHAN JENKINS
Dallas
Summary
Seasoned Consultant with background in developing and implementing successful business strategies. Strong track record in identifying opportunities for operational improvement, driving efficiency, and facilitating change management initiatives. Demonstrated skills in project management, strategic planning and team leadership. Significant contributions made to enhance organizational growth and profitability in previous roles.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Success Consultant (Contract)
Insight Global
Dallas
06.2025 - Current
- Partnered with enterprise stakeholders to drive deployment and adoption of Microsoft Copilot AI solutions in production environments
- Guided customers in optimizing AI workflows and developing strategies for enterprise adoption
- Analyze user feedback, adoption metrics, and solution performance to improve outcomes
- Collaborated with product, engineering, and implementation teams to facilitate successful deployments
- Managed Microsoft Evergreen project to enhance product lifecycle management
Customer Success Consultant
Calibre Health
Plano
10.2024 - 05.2025
- Facilitated cross-functional leadership meetings to identify and address workflows and service gaps
- Delivered training sessions to increase tool adoption and ensure operational consistency
- Developed standard operating procedures (SOPs) to strengthen compliance and service performance
- Led operational improvement initiatives that enhanced service delivery for state workforce programs
- Texas Workforce Commission
Customer Success Account Manager
Blue Cross Blue Shield of Texas
Richardson
08.2021 - 09.2024
- Managed portfolio of 150+ enterprise customers, tracking service performance and customer health metrics to ensure satisfaction
- Delivered Executive Business Reviews (EBRs) to senior leadership, showcasing performance insights and identifying growth opportunities
- Led cross-functional collaboration with operations, analytics, and product teams to resolve escalations
- Identified and implemented strategies to enhance service delivery and foster long-term client relationships
Senior Customer Success Consultant
Optum
Richardson
08.2019 - 08.2021
- Analyzed data and monitored customer health to identify service risks and performance gaps
- Developed SQL and Power BI dashboards to effectively monitor customer performance, operational metrics, and service delivery KPIs
- Collaborated with internal teams to resolve customer issues and streamline workflows
Customer Success Consultant
UnitedHealthcare
Richardson
03.2016 - 08.2019
- Monitored operational KPIs and service performance metrics to ensure high service levels across enterprise customer accounts
- Investigated and resolved data discrepancies to enhance accuracy in service delivery
- Contributed to workflow optimization initiatives that streamlined processes and improved operational efficiency
Customer Account Manager
RealPage Software
Richardson
06.2008 - 05.2015
- Managed enterprise SaaS customer accounts to enhance onboarding, drive adoption, and achieve account growth
- Delivered executive business reviews and identified upsell and expansion opportunities
- Led software implementations while coordinating cross-functional onboarding teams to ensure seamless integration
- Maintained Salesforce reporting for pipeline tracking and renewal forecasting to support strategic decision-making
Education
Bachelor of Science - Business Management
University of Phoenix
Irving, TXSkills
- Customer success strategy
- Retention strategies
- Customer onboarding
- Executive stakeholder engagement
- Enterprise account management
- Executive business reviews
- Revenue growth
- Proficient in Salesforce
- Skilled in Power BI
- Knowledgeable in SQL
- Expertise in Microsoft Excel
- Data reporting
Certification
- Six Sigma Black Belt – Voice of the Customer
- AI Change Management
- Operational Risk Management
- Agile Project Management
Accomplishments
- Customer Retention Leadership, Maintained strong customer retention through proactive relationship management, service reviews, and strategic engagement.
- Customer Adoption Growth, Improved platform adoption through onboarding programs, training sessions, and workflow optimization initiatives.
Personal Information
Title: Senior Customer Success Manager
Technical Tools
- Salesforce
- Power BI
- SQL
- Microsoft Excel
- HubSpot
- Customer Health Platforms
- Data Analytics & Reporting
Timeline
Customer Success Consultant (Contract)
Insight Global
06.2025 - Current
Customer Success Consultant
Calibre Health
10.2024 - 05.2025
Customer Success Account Manager
Blue Cross Blue Shield of Texas
08.2021 - 09.2024
Senior Customer Success Consultant
Optum
08.2019 - 08.2021
Customer Success Consultant
UnitedHealthcare
03.2016 - 08.2019
Customer Account Manager
RealPage Software
06.2008 - 05.2015
Bachelor of Science - Business Management
University of Phoenix