Jennifer Wu

Experience

• 

  Jonas Club Software

  Aug 2016 - Feb 2020

  • Drove adoption by ensuring that clients are engaged, satisfied, and meeting their business objectives through the use of our products and services. This includes ongoing proactive outreach through e-mail marketing techniques, onsite visits, organizing education webinars, and conducting business reviews to gather feedback and to ensure clients are made aware of new features and best practices • Responsible for managing over 700+ accounts that generate over $7 million in ARR• Responsible for negotiating and managing renewals - exceeded annual goals with client net renewal rate of 98% for over 700 accounts • Provided additional training and implementation to existing accounts • Received a superior performance rating (top 25% of performers) through manager evaluations • Worked closely with the Sales Representatives, Project Managers, Marketing, Support and Professional Services teams to ensure that KPIs and clients’ needs are being met• Consult and identify upsell opportunities that allow clients to improve their processes• Training new additions to the Customer Success team Show less • Provide day-to-day functional and technical support to our customers using our support software, email, and the telephone. Troubleshoot software issues, bugs, and platform-related customer questions, while ensuring proper, timely follow-up to make sure SLAs are met and customer satisfaction remains high.• Maintained a backlog of 30% more than the average Support Specialist. • Received a customer satisfaction survey average rating of 9.6 out of 10, which exceed targets by 37% • Training new team members in the Support team Show less

  • Customer Success / Account Relationship Manager

    Jan 2018 - Feb 2020

  • Customer Support Analyst

    Aug 2016 - Jan 2018
• 

  SuiteSpot Technology

  Mar 2020 - Apr 2020

  Customer Success
• 

  OpenText

  Jul 2021 - now

  Customer Relationship Manager, Enterprise Cloud