Susan Jones

Experience

• 

  SmithKline Beecham

  Jan 1986 - Jan 1996

  Managed Care Coordinator

  Implemented all managed care contracts within the laboratory including set-up of doctor offices. Assisted doctor accounts with resolution of any issues relating to managed care contracts.

• 

  Green Sidewalk, LLC dba Pump It Up

  Aug 2003 - Oct 2006

  Owner

  Working alongside my spouse, opened two locations of a start-up franchise business in the Austin, Texas area. This included authoring a business plan for financing, choosing location, supervising build-out, hiring staff, all marketing, and day-to-day operations including payroll, inventory managment and staff supervision for 50 employees.

• 

  Ranch Wear Unlimited / Hunting Clothes Unlimited / Work Wear Unlimited

  Mar 2008 - Jan 2012

  On-Line Store Manager

  100% work from home position. Created, managed and marketed online clothing specialty Yahoo stores. Processed all orders, returns and exchanges through Walls warehouse. Responsible for all customer interactions.

• 

  OneSource Virtual

  Feb 2012 - Dec 2017

  Managed Customer Connection Program. Recruited and formed relationship with customers for reference activities. Fulfilled all reference requests from multiple departments including sales and marketing. Identified customers and participated in the formation of customer success stories such as case studies, video testimonials, webinars, and/or media or industry analyst interviews. Conceived of and implemented customer reference program from the ground up. Responsibilities included identifying customers to participate in the program and nurturing ongoing relationships. Identified and provided customer success stories in the form of Case Studies, Video Testimonials, Webinars, and/or Media or Industry Analyst interviews. Assisted marketing team with coordination, logistics and scheduling of yearly Workday conference including all customer meetings and dinners for sales team. Also assisted with social media campaigns and development of marketing collateral. Arranged and managed 3rd party vendor relationships.

  • Customer Connection Program Manager

    Jan 2015 - Dec 2017

  • Customer Connection Coordinator

    May 2012 - Jan 2015

  • Marketing Specialist

    Feb 2012 - May 2012
• 

  Wiley

  Oct 2018 - Jul 2022

  Drive improvement of business processes to grow and scale the customer success initiatives. Act as the driving force behind the customer success team, advocating and understanding the customer journey, and translating this back into the organization’s operations to facilitate the ideal customer experience. Launched and ran Wiley's Research Division Customer Advocacy Program, specializing in the customer community powered by Influitive. This included 4 lines of business: Researcher/Author, Library, Society and Corporate.

  • Customer Experience Operations Manager

    Jun 2020 - Jul 2022

  • Customer Advocacy Manager

    Oct 2018 - Jun 2020
• 

  Retired

  Aug 2022 - Sept 2023

  Retired
• 

  Fluxx

  Oct 2023 - now

  Customer Success Manager