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vp of customer success cx resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Links
  • https://www.linkedin.com/in/Jessica-Claire-0954687b/
  • https://www.blespartners.com/
Professional Summary

Accomplished operations, technology, and customer experience leader with proven ability to build and scale organizations to support and drive business outcomes. Passionate about building customer-focused organizations that enable customer success and delight. Proven leader with an ability to build, develop, and enable high-performing teams. Expertise in the development of strategic plans and initiatives to drive growth ensuring successful operational execution through rigor, prioritization, measurement, and communication. Regarded as a high-output, entrepreneurial, results-oriented leader.

Skills
  • Customer Support Management
  • Personnel Management
  • Leadership Development
  • Performance Coaching
  • Strategic Planning
  • Fiscal Management/P&L Accountability
  • Reporting Analytics
  • Quality Assurance
  • Continuous Improvement
  • Ecommerce
Work History
VP of Customer Success / CX, 02/2020 - Current
New York Botanical Garden Bronx, NY,

E-commerce technology service platform provider for cannabis

brands.

  • Hired, trained, and scaled cross-functional support and success teams. Creating an omni channel model to support all revenue channels across the organization (saas & e-comm).
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support and success teams.
  • Monitored metrics and developed actionable insights to improve efficiency and performance (internal /external).
  • Created customer support strategy to increase customer retention.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Lead point on ( internal and external) communication channel development, support tools implementation, and company/customer adoption (end to end).
  • Formulated and maintained above industry-standard Support and Success KPI’s. Consistently delivering 85% customer retention rate / 95% CSAT (yoy).
  • Built deep relationships with retail store managers, business owners, and distribution partners by employing industry expertise, concise customer support data/feedback, retail strategies and retention tactics.
  • Drove operational improvements which resulted in savings and improved profit margins
Sr Director of Customer Success , 02/2019 - 02/2020
Dionymed Brands, Inc. – Oakland, CA (Eaze) City, STATE,

(Acquired by Eaze): Vertically integrated; multi-state cannabis brands platform, supporting cultivators, manufacturers, and award-winning brands, selling products in every category.

  • Reported directly to President and VP of Sales, key stakeholder for managing and developing customer success strategy and process improvement for CA and OR (across all vertices).
  • Managed 3 person management team, responsible for a collective of 30 direct reports. Our Customer Support and Success teams supported company manufacturing coordination, logistics, fleet management, product compliance, customer support/success, and management. $1.2 million annual department run rate.
  • Directed work of efficient support and success teams maintaining healthy client relationships, high volume product sell-through, and high customer satisfaction ratings.
  • Organized promotional events and interacted with sales team leadership to support increased sales volume.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Launched company E-commerce (D2C) delivery platform “Chill”, in SF Bay Area and LA. Responsible for customer experience, customer retention, and strategic engagement.
  • A key member of the Merger and Acquisition team. Helping manage a $10M to $80M organization run rate within the first 12 months of employment.
Director of Client Services, 05/2018 - 02/2019
RISE Logistics City, STATE,

(Acquired by Dionymed Brands) Statewide 3PL manufacturing, warehousing, distribution, and last-mile fulfillment provider.

  • Recruited, hired, and trained customer support and success teams, scaling from 1 to 30+ individuals in 15 months.
  • Set up state-wide (3PL supply chain) manufacturing, distribution, and last-mile logistics operations across 3 facilities: Supporting a 3PL client portfolio of 100+ manufactures and cultivators.
  • Monitored, measured, and drove client services growth and profit objectives by mentoring, motivating and coaching team, which led to high efficiency and high morale among employees.
  • Implemented cloud-based tools to help solve complex business issues.
  • Led end-to-end implementation for company-wide CRM software (Zendesk). Creating scalable omnichannel customer support ticketing system (chat, email, phone, helpdesk, and social), that supported multiple business verticals, nationwide.
  • Assumed full ownership of resources, budgeting and profit and loss management to support business profitability.
  • Created department KPI’s, and SOP’s to directly align with company-wide initiatives, projects, and annual revenue goals.
  • Implemented and monitored core processes to support contractual obligations (SLA's) resulting in increased revenue and client retention.
  • Developed organization documents including employment agreements, employee handbook, company policies, attendance, hiring strategy, etc.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
Sr. Customer Experience Manager, 10/2014 - 05/2018
MeUndies City, STATE,
  • Vetted and implemented outsourced support team (BPO). Effectively onboarding a satellite team of 40+ agents.
  • Managed BPO team leads, who in turn supervised 40 direct reports, domestically and overseas.
  • Provided customer experience representatives with direction in handling complex issues, so they could be resolved effectively and efficiently. Consistently delivery a CSAT of 95%
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Developed service recovery and customer engagement programs.
  • Lead on developing customer referral program. Driving over 1.5 million in revenue in under 3 years.
  • Developed comprehensive workforce reporting that helped issue guidance on how to escalate feedback within the organization and inform product development.
  • Created an Omni-Channel support strategy by optimizing team structure; collected customer data that measured top Key Performance metrics (NPS, FRT, CSAT, Client Health Score, Retention, Churn)
  • Implemented individual and team KPI’s (occupancy, csat…etc) that tracked weekly performance goals and metrics; leveraging certain data points and benchmarks to drive employee incentive programs. These incentive programs directly impacted and helped employee development, boost team morale, create motivation, and drive productivity.
Education
Bachelor of Arts: Business Management, Expected in 06/2011
-
University of San Francisco - San Francisco, CA,
GPA:
Status -

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Resume Overview

School Attended

  • University of San Francisco

Job Titles Held:

  • VP of Customer Success / CX
  • Sr Director of Customer Success
  • Director of Client Services
  • Sr. Customer Experience Manager

Degrees

  • Bachelor of Arts

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