Grace Jacobsen Email & Phone Number

Baltimore, Md, Us

Baltimore, Md

As a senior fractional Customer Experience leader, I’ve led over 800 Sales and Customer Success employees through rapid growth, acquisitions, and market shifts, while fostering innovation, adaptability, and high performance. I’ve driven departmental vision, presenting to groups of 300-600 employees to build alignment and momentum.With responsibility over teams across 2U’s portfolios, I’ve directly managed more than 75 employees generating $10-15M in annual revenue, consistently improving margins, conversion rates, and forecasting accuracy. Using tools like Salesforce and Tableau Analytics, I assess KPIs to identify risks and opportunities across levels. As the lead for Salesforce integration and optimization, I drive and support the redesign of the sales and customer success structure, achieving cross-product support and reducing human capital costs.Collaborating with marketing, data analytics, demand generation, and product teams, I’ve enhanced customer marketing journeys, optimizing engagement strategies and automating workflows for sales reps. My work with operations and engineering has streamlined CRM processes and enhanced data collection, driving revenue growth.My influence extends across senior leadership, advocating for data-driven strategies to eliminate barriers and managing complex discussions with external partners. Additionally, I’ve developed standardized outreach strategies for sales and customer success teams across 40+ Salesforce instances and 60+ products, enabling 500 employees to boost conversions and retention. Through collaboration with senior leaders, I help set both short- and long-term priorities that align with broader business goals.

- Leadership & Team Development: Managed and developed 75+ employees across 20 teams and 24 programs within sales and customer success, fostering growth and performance excellence.- Budget & Operational Efficiency: Consistently exceeded budget targets across multiple programs by optimizing resources and strategic oversight.- Process Improvement: Implemented structural enhancements to address low enrollment challenges, boosting program effectiveness and participation.- Compliance & Performance Management: Conducted assessments to identify and address compliance risks, uncovering unethical behavior and safeguarding team integrity through corrective actions.- Adaptability to Business Needs: Filled critical leadership gaps on short notice in high-priority programs, ensuring operational stability and continuity.- Standardization & Best Practices: Promoted consistent use of technology, documentation, and process adherence to enhance onboarding, accountability, and operational consistency across teams.- Change Management: Led sustainable process improvements during transitions, fostering trust, collaboration, and positively impacting team morale.- Organizational Agility & Resilience: Supported business growth by providing flexible leadership coverage, maintaining productivity and morale through evolving departmental needs.- Employee Development & Mentorship: Mentored peer managers and developed employees, offering cross-functional guidance and career growth opportunities, preparing teams for future leadership roles.

Washington D.C. Metro Area

Supports and manages a team of admissions counselors for the USC MAT and MAT-TESOL online programs to meet recruitment goalsProvides clear and compelling communication for both internal and external key stakeholders to support program goals and strategiesEnhances key relationships within 2U and USC Rossier to improve collaboration, messaging, brand ambassadorship, and recruitment executionAssists in the strategic oversight of all USC Rossier online admissions teams as the sole university-facing admissions managerPilots and implements numerous department and program roll-outsOversees significant 2U and USC process improvements including changes to the following: term updates, credentialing application and enrollment requirements, scholarship, acceptable enrollment states, and curriculum for the MAT and for MAT-TESOL online programs

Washington D.C. Metro Area

Keuka Park, New York

Traveled and recruited in Vietnam and throughout the United States, while supporting stakeholders in international partner universitiesConsistently met recruitment targets domestically and facilitated the growth in volume of international applicants and registered studentsAssigned the additional role of academic liaison to maintain frequent and clear communication between admissions and facultyAppointed as the college's designated SEVIS officer

Beijing, China

Designed and taught an Oral English and Theater curriculum for 7th and 10th grade. Critiqued English books and curriculum for other Chinese English teachers to improve efficiency of classes. Enforced classroom structure to engage students in a constructive atmosphere. Engaged students on a daily basis through office hours, one-on-one mentoring, and group events.

Seattle, Washington

Worked 40 hour work weeks for 10 consecutive weeks.Cleared for top secret information and sensitive compartmented information

Master Of Business Administration - Mba, Concentration In Leadership And Managing Organizational Change

Bachelor Of Arts (B.A.), Communication

Activities and Societies: Middle Eastern Studies Minor, Theater, International Justice Mission, Student Government Association

Arabic

Study Abroad in Fall 2012