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Dynamic and results-focused Customer Success Manager and Customer Experience professional with over 15 years of experience driving customer retention and revenue growth in SaaS businesses. Recognized for managing customer relationships and implementing strategic programs that optimize customer engagement and advocacy. Skilled at partnering with cross-functional teams to continually improve the customer journey and experience. Passionate about customers and exceptional at navigating change, driving product adoption, and identifying unique growth opportunities. CUSTOMER SUCCESS ADVOCATE | EVENTS MANAGEMENT | ENGAGEMENT EXPERT Email: janetmmaurer73@gmail.comCAREER HIGHLIGHTS:Boosted logo retention by 5% every quarter at Webex Events.Cultivated and managed relationships with up to 200 named accounts from onboarding through renewal for approximately $1.8M in ARR.Drove expansion sales, exceeded quota, and resulting in $300k per year.Successfully managed and executed, while maintaining the budget, for customer events resulting in increased customer retention and advocacy for Passageways, Aprimo, and Blackbaud.Selected and launched successful online user communities for Passageways and Blackbaud reducing the need for internal staff resources and time.Created customer health scorecard criteria and tracking methods at Passageways, allowing earlier insight into customer retention probability.Participated in or led exercises in customer journey mapping at Aprimo and Bluebridge resulting in identifying gaps in processes that led to creating cross-functional teams to address those gaps in customer experience.Consistently achieving and exceeding customer retention goals in all customer-facing roles.Implementing new customer onboarding processes to streamline efficiency and maximize resources at both Bluebridge and Blackbaud. Navigated organization transitions (internal and customer facing) and change management while maintaining low customer turnover.SKILLS AND EXPERTISECustomer RetentionCustomer ExperienceAccount ManagementCustomer AdvocacyCustomer SuccessTeam PlayerCustomer JourneyCustomer RelationshipsProblem SolvingExcellent CommunicationSolution SellingCustomer MarketingCustomer OnboardingEvent ManagementCustomer EngagementProcess ImprovementCommunity ManagementStrategic PlanningBusiness GrowthSoftware as a Service (SAAS)Customer HealthProgram/Project Management
Dot Compliance
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Customer Success ManagerDot Compliance Nov 2024 - PresentPhoenix, Arizona, Us
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Sr. Customer Success ManagerWebex Events (Formerly Socio) Oct 2022 - Nov 2024San Jose, California, Us -
Customer Success ManagerWebex Events (Formerly Socio) Aug 2020 - Oct 2022San Jose, California, Us- Boosted retention by 3-5% every quarter through daily analysis and dissemination of successful Webex Events practices and strategies for in-person, virtual, and hybrid events of all sizes.- Guided customers in my book of business through new product features, updates, and best practices to enhance their event and attendee engagement strategies.- Cultivate and manage relationships with 100-200 accounts, driving onboarding, implementation, adoption, upsell opportunities, and renewal processes for approximately $1.8M in recurring revenue.- Serve as the primary advisor for B2B customers, offering tailored guidance and resolving issues related to utilizing Webex Events software for diverse event formats, sizes, and objectives.- Foster collaboration across Sales, Support, Professional Services, Customer Enablement, Product, and Marketing teams to achieve departmental KPIs and enhance customer experience.- Successfully navigated transitions and adaptations post-acquisition, facilitating seamless integration of Socio into Cisco's Webex Events, encompassing rebranding, contract adjustments, pricing changes, and policy updates.- Facilitate coordination between Customer Marketing and Customer Success Teams to leverage customer referrals, testimonials, and success stories, including initiatives on G2 and Capterra.
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Customer Advocacy ManagerPassageways Dec 2018 - Aug 2020Indianapolis, Indiana, UsReporting to VP, Customer Experience, as Customer Advocacy Manager for this SaaS provider of collaboration solutions for boards and employees mostly in the financial services industry with approximately 100 employees and recent rapid growth due to investment funding. Working remotely most of the time, visiting both Indianapolis and Lafayette offices weekly. - Boosted customer satisfaction by 25% through implementing customer advocacy initiatives, including success stories, webinars, and community, reducing one-on-one interaction needs for Onsemble product users.- Directed cross-functional teams to execute an annual user conference, increasing customer loyalty and satisfaction while staying within budget.- Orchestrated the comprehensive planning, budgeting, agenda development, staffing, and logistical arrangements for an annual user conference, transitioning to a virtual format in 2020.- Improved customer retention by creating health score criteria and automating real-time updates with Salesforce, providing insights for the CX team.- Managed end-to-end coordination, execution, and performance tracking of all customer webinar initiatives and customer online community.- Developed and disseminated engaging customer stories, notably featuring responses to the COVID-19 pandemic, enhancing brand reputation, and fostering customer loyalty. -
Global Customer Programs ManagerAprimo Jun 2016 - Aug 2018Chicago, Illinois, UsReporting to Sr. Director of Marketing and Brand Experience, as Customer Programs Manager for this marketing automation software and digital asset management technology company with 400+ employees, serving financial services, healthcare. Worked remotely and in the Indianapolis office as needed. Manage all aspects of customer-facing programs ranging from customer references, communications, case studies, events, and appreciation to assist with customer retention goals of 100+ customers located in the U.S. and Europe.- Revamped customer advocacy strategy resulting in a 15% increase in customer references, ten new customer stories, and stronger relationships with loyal clients.- Organized quarterly Fintech user gatherings, resulting in a 5% decrease in churn from the FinTech customer base.- Managed planning and budget for annual user conferences in U.S. and Europe to promote customer loyalty and retention.- Conducted customer case study interviews and crafted compelling stories leveraging storytelling techniques, partnering with marketing and copywriting teams to produce ten published stories.- Directed a cross-functional team in mapping the customer journey from prospects to renewal, identifying and addressing potential risk areas, leading to enhanced strategies for sales cycles and customer onboarding.- Strengthened customer loyalty by operating customer-facing programs and fostering ongoing partnerships with over 100 U.S. and European clients. -
Manager, Customer SuccessBluebridge Digital Sep 2014 - Apr 2016Reporting to VP Operations, as the first Manager of Customer Success for a start-up SaaS software company specializing in the creation of platform software for building mobile apps servicing the faith-based and travel association markets. - Orchestrated the successful implementation of a mobile app user adoption strategy within a dynamic and rapidly expanding startup environment, contributing to an impressive revenue retention rate of over 85% and notable growth among SMB clientele.- Established an efficient touchpoint strategy in Salesforce, ensuring accurate customer data management and facilitating proactive account management practices to drive retention and growth.- Implemented an NPS Survey strategy to streamline customer feedback collection, resulting in a 25% increase in response rates and actionable insights for business enhancement.- Enhanced product utilization and value delivery by 20% through the launch of webinars and a monthly customer newsletter, enabling scalable support aligned with customer expansion.- Contributed to developing and optimizing a customer lifecycle model, resulting in a 25% reduction in associated workload and improved operational efficiency. -
Manager – Etapestry Customer Success TeamBlackbaud Feb 2013 - Aug 2014Charleston, South Carolina, UsProgressive responsibilities in this cloud-based services company providing CRM and fundraising solutions services to non-profit organizations, employing 3,100 staff, and generating $872M annual revenue. Most recently reporting to SVP Customer Success and, as Manager of the eTapestry Customer Success Team, supporting over 5000 existing nonprofit eTapestry database customers in their fundraising goals in a department with $15 million in recurring annual revenue and sales quotas of almost $4 million per year. (Formerly with eTapestry --- Blackbaud acquired eTapestry, a cloud-based CRM fundraising solution offering similar benefits.)Key Results - Management and Customer Success:Managed and led a newly created 9 person Customer Success team post department restructuring, employing performance and productivity metrics to analyze team performance and enable better coaching.Implement cohort structure to allow for customer management of 1400 customers per CSM, led the project team in creating new customer onboarding process, build customer webinar series for continued learning for best practices, create at-risk metrics and develop a plan for addressing at-risk customers resulting in increasing Customer Retention by 5 percentage points in 6 months.Collaborate with marketing, products, and customer support teams to improve product offerings, customer satisfaction, and drive sales and retention goals.Develop and launch the first online user community for the eTapestry product.Assist on a project to implement Gainsight software to measure customer activity and trends. -
Manager - Existing AccountsBlackbaud Jan 2012 - Feb 2013Charleston, South Carolina, UsManaged a team of 6 Account Managers responsible for retention and expansion of 1000 customersLed team to achieve 138% of quota in 2012. Responsible for budget and data analysis for department
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Team Leader - Existing AcccountsBlackbaud Dec 2010 - Jan 2012Charleston, South Carolina, UsLed a team of 3 Account Managers while still managing my own book of 150 customers.Chairman’s Circle winner 2011, achieving 130% of quota.
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Account ManagerBlackbaud Jan 2006 - Dec 2010Charleston, South Carolina, UsChairman’s Circle winner 2010, achieving 117% of quota. Top Sales person for all of eTapestry sales in 2009, achieving 113% of quota. Maintained a retention rate of over 95% in my territory while exceeding quota. Received Outstanding Team Member of the month twice.
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Recruiting ManagerExacttarget Sep 2004 - Jan 2006Indianapolis, In, UsNewly created position for a rapidly growing e-mail marketing solutions SAAS company. Managed the full life cycle of the recruiting process from initial advertisement to offer letter. Responsible for working closely with hiring managers to source and hire candidates in a variety of positions, successfully filling 80 open positions within one year. Established recruiting practices and policies for the company including establishing and negotiating relationships with 3rd party vendors (external recruiting forms and Internet job boards). Implemented internal job posting policy and automated system for applicant tracking (Taleo Business Edition).
Janet Maurer Skills
Janet Maurer Education Details
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Ball State UniversityPsychology
Frequently Asked Questions about Janet Maurer
What company does Janet Maurer work for?
Janet Maurer works for Dot Compliance
What is Janet Maurer's role at the current company?
Janet Maurer's current role is Customer Experience | Customer Success | Customer Advocacy | Events Management & Strategy | Customer Marketing | Solution Selling |Trusted Advisor | Relationship Builder.
What is Janet Maurer's email address?
Janet Maurer's email address is ja****@****ail.com
What is Janet Maurer's direct phone number?
Janet Maurer's direct phone number is +126041*****
What schools did Janet Maurer attend?
Janet Maurer attended Ball State University.
What skills is Janet Maurer known for?
Janet Maurer has skills like Account Management, Sales, Recruiting, Management, Leadership, Saas, Crm, Lead Generation, Salesforce.com, Sales Operations, Marketing, Personnel Management.
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