Summary
Overview
Work History
Education
Skills
Timeline
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Whitney Rogers

Seattle,WA

Summary

Background in customer success management, project management, sales operations and consulting, currently focused on driving platform success and adoption for the largest State and Local government customers at DocuSign. Certified Project Management Professional (PMP) and ScrumMaster with deep project management experience, excelling at building customer relationships. Inclusive team leader, skillful at managing and motivating large, cross-functional project teams to drive customer outcomes.

Overview

16
16
years of professional experience

Work History

Lead Customer Success Manager

DocuSign
02.2021 - Current
  • Customer advocate and strategic partner for the largest enterprise State & Local Government customers
  • Boosted customer satisfaction by implementing personalized success strategies and maintaining open communication channels
  • Enhanced customer retention rates through proactive account management and timely issue resolution
  • Collaborated with cross-functional teams to design and implement innovative solutions tailored to specific customer needs

Senior Project Manager

Publicis Sapient
06.2019 - 01.2021
  • Delivery lead for high-visibility, complex enterprise Salesforce implementations
  • Responsible for developing the strategy and executing the project utilizing Agile methodology and Scrum principles from inception to deployment
  • Customer success manager establishing trust, resolving project challenges, and ensuring positive client relationships while communicating customer needs to internal teams
  • Experience leading large delivery teams and partnering cross-functionally, including with other SI and ISVs, for overall successful project delivery within scope, schedule, and budget constraints
  • People manager and mentor to eight junior resources

Project Manager

Publicis Sapient
01.2018 - 06.2019
  • Project and team lead for Salesforce implementations ranging from $50k to $800k
  • Responsible for building client relationships, developing project timelines, tracking budget, and ensuring overall project success
  • Juggled multiple priorities and differing client needs at once, averaging 3 – 4 projects at one time with 100% completion success rate.

Senior Consultant

Publicis Sapient
01.2016 - 12.2017
  • Salesforce architect and implementation specialist leading projects by gathering requirements, designing the data model, configuring functionality, quality assurance testing, migrating data, and leading client training
  • Primary client facing team member responsible for achieving build deadlines and ensuring quality on-time deliverables from junior members of the team.

Consultant

Publicis Sapient
10.2014 - 12.2015
  • Developed customized Salesforce functionality based on client requirements, coordinating across client stakeholders and cross functional teams
  • Extensive experience building and customizing reports to support data analysis and team strategy.

Market Planning Analyst – Sales Operations

Jeppesen, a Boeing Company
09.2009 - 10.2014
  • Salesforce administrator for 500+ users with responsibilities including streamlining processes, data management, end user training, and reporting
  • Lead financial analyst planning and forecasting for the Government & Military Aviation, Business Aviation and General Aviation business lines.

Market Research Analyst - Marketing

Jeppesen, a Boeing Company
05.2008 - 08.2009
  • Conducted market intelligence research on competitor products and potential customers enabling strategic decisions to increase market share
  • Created a client feedback process to support go-to-market strategies resulting in improved client satisfaction

Education

BSBA, International Business -

University of Denver

Japanese Language and Literature -

Kansai Gaidai University

Skills

    Project Management Professional (PMP)

    Certified ScrumMaster

    4x Salesforce Certified

    DocuSign eSign & CLM Certifications

    Google Suite

    Microsoft Office

    JIRA

    Smartsheet

Timeline

Lead Customer Success Manager

DocuSign
02.2021 - Current

Senior Project Manager

Publicis Sapient
06.2019 - 01.2021

Project Manager

Publicis Sapient
01.2018 - 06.2019

Senior Consultant

Publicis Sapient
01.2016 - 12.2017

Consultant

Publicis Sapient
10.2014 - 12.2015

Market Planning Analyst – Sales Operations

Jeppesen, a Boeing Company
09.2009 - 10.2014

Market Research Analyst - Marketing

Jeppesen, a Boeing Company
05.2008 - 08.2009

BSBA, International Business -

University of Denver

Japanese Language and Literature -

Kansai Gaidai University
Whitney Rogers