Janeen Blanton Email & Phone Number

Columbia, Sc, Us

Santa Clara, California, Us

For this SaaS startup pioneering in AI powered customer experience automation, worked closely with go to market (GTM) and functional stakeholders across the organization to drive process alignment, build systems that scale, and provide transparency through data. This role was a hybrid of strategic planning, business analytics, sales operations, and finance.o Increased cross functional alignment across product, marketing, sales, customer success, delivery, support, legal, and finance by building global revenue operations function to streamline, continuously improve, and automate consistent processes, tools, and enablement.o Reduced quarterly and annual planning cycles by standardizing and streamlining processes and driving consistent operational cadence across GTM teams. o Shortened sales cycles and reduced churn while increasing expansions, NPS scores, and top of funnel opportunities by developing customer value management programo Created new revenue opportunities by developing and operationalizing managed services strategy and building services PMO.o Improved performance to plan by driving alignment and accountability using operational metrics (KPIs/OKRs) and insights including scorecards, coaching insights, executive and board readouts, pipeline forecasting, territory alignment, compensation, pricing/packaging strategy, and risk identification.

Santa Clara, California, Us

Served as a trusted partner and Chief of Staff to the SVP of Customer Growth to define customer growth strategy, metrics, tools, and processes to scale the global organization. Drove the effectiveness and efficiency of Customer Growth teams including Customer Success, Solution Consulting, Onboarding/Implementation, Managed Services, Support, and Customer Advocacy. o Cut time to value and decreased friction between teams by operationalizing best practice and project management for onboarding and implementation. Drove continuous improvement through process, tools, and automation.o Prevented significant churn by establishing team to support complex customer analytics and insights, improve data accuracy and availability, and pinpoint problems in platform and data pipeline. Collaborated hand in hand with product to build analytics capabilities in the platform.o Reduced DevOps and CSM time devoted to customer rollout of new releases while also reducing frequency and severity of release related escalations through collaboration with product management, QA, and engineering to take the broken process back to first principles and rebuild from scratch. o Built data led culture by promoting data transparency and establishing key metrics (KPIs/OKRs) to align the organization and drive ownership and accountability. Reduced time needed for planning cycles by regularly providing rich insights to drive strategy and operations. o Improved customer health scores over 26% by transforming support processes and tools (Jira), standardizing SLA and establishing OLAs, building robust runbooks, and significantly strengthening customer knowledge bases. o Worked hand in hand with data engineering to scale data platform to meet growth demands, not only rearchitecting the technology, but also balancing data retention with the availability of data assets. • Developed customer and partner enablement curriculum including a multi-tiered certification program.

Santa Clara, California, Us

Reporting to the SVP of Customer Growth, built the Customer Success program and supporting operations from the ground up. Responsible for driving value realization and adoption leading to renewals, expansion, and advocacy across customer base. Partnered with Solution Consulting and Sales throughout the customer journey to ensure success in each account. o Built and scaled fully remote, global CSM team including hiring, onboarding, management, and development. Consistently achieved highest employee engagement and satisfaction scores in the company. o Remotely managed key strategic enterprise accounts with consistently high health metrics (>90%), excellent growth and adoption (362% YoY), and positive customer feedback (4.9/5).o Excelled as the voice of the customer across internal teams to ensure sales and delivery were aligned, incidents were quickly resolved, and critical enhancements were incorporated into product roadmaps.o Increased customer engagement by creating and tooling special programs including Customer Advisory Board, Voice of the Customer, community, and customer advocacy.o Built and evolved segmentation and coverage strategy as company and team scaled. Combined with in depth churn analysis to create and continuously improve customer engagement, support, and pricing models. o Developed best practices and playbooks, defined and socialized operational metrics, and implemented and managed customer success and support tool stack increasing efficiency and improving capacity by 1.5X.o Established robust internship program with 75% of interns progressing to full time employment with Ushur.

Greenville, South Carolina, Us

Provided strategic leadership and oversight for the Project Management Office (PMO), Service Management, Contracts Management and Administrative areas of Prisma’s Information Technology Operations. Responsible for building these teams, establishing processes and methodologies, improving the delivery of IT services and projects, and serving as the ServiceNow platform owner. o Completed post-merger integration of PMO teams into one Enterprise PMO with a single methodology, governance process, and toolset. Built resource management tools and processes and created quality improvement plans increasing stakeholder satisfaction.o Led integration projects across IT to rationalize systems and consolidate contracts.o Consolidated disparate pre-merger ITSM processes and rolled out ITIL best practice across all disciplines along with remediating current ServiceNow implementation, decreasing change related incidents, increasing user satisfaction, and successfully cataloging assets to CMDB.o Developed robust organization change management program to ensure ITSM and PMO adoption. o Created complete professional development program for IT teams including formal and ad hoc training, certifications, and mentoring program. Focused both on technical and soft skill development with a bias towards building emerging technical leaders.

Columbia, Sc, Us

Reporting to the CIO, provided strategic leadership and oversight for the Project Management and Service Management areas of the Division of Information Technology. Responsible for all aspects of service delivery to provide end to end services in a consistent, reliable, repeatable way with a focus on positive customer outcomes. Served as the ServiceNow platform owner.o Increased customer satisfaction scores over 50%, shifted 25% of workload to self-service, and increased first call resolve rates from 49% to 67% by centralizing customer service functions, creating an omni-channel customer experience, increasing training for service desk staff, improving hiring practices, implementing metrics and scorecards, instituting customer focus groups, and developing incident management process. o Created Major Incident Team to resolve critical system outages and degradations on a 24/7 basis resulting in a 62% faster resolution time. o Implemented full lifecycle approach to ITSM using ITIL principles and enabled by the ServiceNow platform with keen focus on developing metrics for data driven decision making. Achieved a decrease in change related incidents, reduction in P1 incidents, and reduction in repeat incidents.o Doubled capacity of Enterprise PMO by building right sized project management processes, tools and governance, creating a mentoring program, and extending the project management office into the business units. o Supported ITSM and PMO adoption with robust organization change management program.o Worked with other members of the executive leadership team to build and execute the strategic plan for the division in support of the university’s academic mission while managing a $50M budget and supporting roughly 16,000 faculty/staff and 50,000 students. o Worked with campus partners and division leadership to recruit, develop, and mentor student workforce to develop rich talent pipeline.

Timberlake, North Carolina, Us

Previously served on the Technology Committee

Fairfax, Va, Us

Led commercial subsidiary of a large IT management consulting/ professional services company, including delivery teams in insurance, banking, and law enforcement, along with innovation centers in cybersecurity, data analytics, mobility, and Agile. Developed vision and strategy for commercial organization and executed to success in positive, innovative, and collaborative environment. o Managed 7 professional services and software development groups with full P&L responsibility exceeding revenue and EBITDA goals each year. o Created Enterprise PMO to drive best practice and efficiency across both commercial and federal entities giving specific focus to large scale, cross functional program and portfolio management. Developed methodology and worked with project managers to achieve CMMI Level 3 certification.o Saved 23% annually by consolidating operations functions and tooling across commercial entity including marketing, sales, customer success, delivery, finance, and support.o Implemented 4 Centers of Excellence to drive innovation, best practice, and client confidence across both commercial and federal entities contributing to the win of more than 25 multi-million dollar contracts.o Championed acquisition from ATSC to Salient and subsequent merger with CRGT by driving successful integration of all commercial consulting operations, branding, and delivery teams.

Fairfax, Va, Us

Managed all aspects of division including business development, IT project management and leadership, enterprise data management and governance, IT operations, and staffing. Created and implemented strategy to expand based on organizational strengths and market demand. Maintained strict focus on division performance while continuing to deliver quality client work and invest in division staff. Served as a senior advisor on strategic insurance accounts.• Led strategic IT projects including technology assessment and alignment, roadmap development, cyber security assessment and planning, business continuity planning, and process/operational improvement.• Managed all aspects of team and talent development including hiring, training/development, career management, succession planning, and resource allocation. • Improved operational efficiencies by building critical infrastructure and processes. • Instituted data driven planning and budgeting models improving accuracy, accountability and buy-in. • Executed full P&L management responsibility including revenue projections, operations planning and budgeting, monthly reporting and investment recommendations/justifications. • Won 2011 RAVE Award for achieving highest customer satisfaction rating of all insurance industry service providers.• Established and developed key relationships with relevant industry organizations, expanding brand awareness.

Fairfax, Va, Us

Managed all aspects of client delivery for insurance division including client relationship management, project leadership, IT operations, and staffing. Served as senior advisor on key insurance accounts and delivered client work in project and program manager roles.• Exceeded revenue goals each year in largest practice area within insurance division by expanding key accounts and introducing new service offerings.• Ensured compliance to quality standards, adherence to project controls, and achievement of organizational goal of 100% client satisfaction.• Decreased turnover and increased team utilization by implementing proactive mentoring and training programs to better match staff to assignments.• Led the delivery of modern information technology solutions for clients using agile development methods, sophisticated enterprise data management and migration best practices, and large scale information technology enterprise system implementations.

Fairfax, Va, Us

Played key role in leading the insurance division, including business development, program management, IT operations, and staffing. Managed all aspects of growing systems implementation practice. Served as senior advisor on insurance accounts and delivered client work in project and program manager roles.• Led and directed information technology resources and services to support clients’ enterprise systems implementation and integration operations • Doubled size of the practice area year-over-year by increasing client retention and new business capture rate.• Led transition teams through successful integration of 2 acquisitions and an IPO.

Fairfax, Va, Us

• Founded Columbia operations for this management consulting/professional services firm. Built and scaled team. Developed operations and infrastructure.• Delivered IT work in project and program manager roles to a variety of clients.

Previous Role: Project Manager

Mba (Summa Cum Laude), Project Management

Bs (Summa Cum Laude), Computer Science/Music