Wendy Jepson

Experience

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  Freedom Fertility Pharmacy

  Oct 2007 - Aug 2009

  Patient Advocate, Fertility Lifelines

  ► Addressed complex questions and concerns about fertility treatments from women nationwide, serving vulnerable populations, and demonstrated compassion while discussing sensitive and confidential matters

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  BiddingForGood

  Aug 2009 - Jan 2014

  Oversaw and guided a team of 5 Online Auction Experts, assisting in recruitment and training processes. Managed complex evening and weekend schedules to support client needs across the U.S. Provided white glove service to high-profile clients, including The Larry King Cardiac Foundation, Muscular Dystrophy Association, and Fox Sports News. Acted as the SME for product utilization. Played a pivotal role in SaaS B2B and B2C operations, streamlining new client onboarding and leveraging Salesforce CRM expertise. Thrived in a bustling startup atmosphere, balancing and prioritizing diverse demands.► Catalyzed sales growth from $0 to $15 million and accelerated revenue generation for non-profits by launching a premium service in partnership with business and product development teams that became the most profitable product that provided enhanced live auction support both onsite and online across the nation► Boosted account manager productivity by 15% through issue identification, collaboration with the VP of Engineering, and implementation of automated communication templates for clients Show less

  • Supervisor of Support Operations and Client Resolution

    Sept 2011 - Jan 2014

  • Online Auction Expert

    Aug 2009 - Aug 2011
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  Bright Horizons

  Jan 2014 - Jul 2024

  Direct operational activities in a portfolio spanning 600+ accounts in SMB tier to support revenue growth. Demonstrate business acumen by formulating action plans, optimizing performance for high-potential clients, and mitigating termination risks. Maintain a vigilant eye on metrics and adeptly troubleshoot challenges to ensure issue resolution. Spearhead strategic initiatives for capacity building and network expansion for underperforming locations with an eye to long-term scalability. Develop positioning language for RFP responses and internal communications. Present persuasively in client and prospect sales meetings, bolstering stakeholder confidence. Act as the Subject Matter Expert (SME) for internal stakeholders, imparting knowledge, and operational best practices to increase their business competency and effectiveness. Contribute to product roadmap planning by advocating for client needs.► Reviewed key performance metrics and strategically identified benefit misuse, and collaborated with senior HR teams to analyze use patterns, validate requests, and implement strategies to change employee behavior► Prevented benefit fraud and mitigated a potential multi-million dollar client loss by identifying a significant increase in benefit usage over 60 day period► Improved user experience and compliance in the ticketing process by spearheading a cross-functional task force between Salesforce Administration and Leadership & Development teams to redesign the ticketing form► Empowered key account team to drive revenue growth by providing individualized coaching based on data insights and educating them on scorecard metrics Show less Cultivated and fortified strategic partnerships with C-suite client executives, including CHROs and SVPs, ensuring our services aligned with their vision and organizational needs. Served as the primary relationship owner of an expansive portfolio, on average 15% larger than peers, encompassing SMB accounts. Triaged client issues, collaborating with teams including Client Implementation, Contact Center, Product Development, and Legal to manage customer expectations. Drove client ROI by proactively strategizing ways to amplify their investment, with an unwavering focus on growth and retention metrics. Spearheaded the business review of client programs, tailoring the frequency based on client requirements. Expertly negotiated and renewed annual and long-term client contracts, optimizing the financial return to the company. Nurtured the professional development of a newly promoted peer, embedding core competencies like adept Salesforce management, swift issue resolution, and the art of relationship building in the B2B sphere.► Exceeded revenue goals in 2014, 2015, 2016, and 2018 by crafting year-long employee communication plans for both long-standing clients and new client launches, effectively driving registration and boosting employee utilization► Grew client portfolio from $1.5 million across 60+ accounts to $5.2 million across 30+ accounts by leveraging strong client partnerships and implementing a sustained, future-focused approach► Achieved 100% client retention by diligently assessing program design at every opportunity to maximize the client’s investment► Selected by the Vice President of Client Relations to manage high-risk accounts on the brink of termination, successfully implementing strategic interventions to retain and satisfy key clients Show less

  • Senior Program Manager, Back-Up Care Program

    Mar 2021 - Jul 2024

  • Director, Client Relations

    Jan 2014 - Mar 2021
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  College Guidance Network

  Jul 2024 - Jan 2025

  Director of Customer Success

  Oversaw the entire customer success function at dynamic start-up, ensuring users (school counselors, parents, and students) had an exceptional and seamless experience with the platform. Collaborated with product, marketing, and sales teams to ensure a cohesive and user-friendly experience across all-touchpoints. Created and implemented standardized customer service procedures and response times. Analyzed customer feedback to identify trends, pain points, and opportunities for improvement. Developed and maintained relationships with key stakeholders, including school counselors and educational organizations. Owned and managed usage metrics, reporting directly to COO and CEO. ► Increased parent accounts by 140%, counselor accounts by 95% and student accounts by 41% through a revamp of both the counselor onboarding process and the ‘Getting Started’ evening webinars for parents and students► Operationalized first ever freemium offering, from copy on lead generation page, to introductory email and training, to ongoing engagement and lead nurturing► Achieved consistent 50%+ open rate on school counselor newsletter by executing content pivot using Smart Brevity format► Created first comprehensive launch toolkit for counselors to utilize to drive parent engagement Show less