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Seasoned Customer Success Manager with experience in B2B SaaS environments, adept at driving customer engagement, adoption, and retention. Proven track record in partnering with customers to deliver value and advise on revenue-related initiatives and technical solutions. Demonstrated ability to build strong relationships across all levels of client organizations, from admins to C-level executives. Passionate about transforming customer experiences and contributing to team success in a dynamic, fast-paced environment.Career Highlights:● Outperformed company-wide Net Revenue Retention (NRR) rate by 26% QoQ (FY ‘23 YTD ‘24).● Pitched the launch of a new product solution (Monetate’s Personalized Search) and built/managed a pipeline of expansion opportunities for 45% of the accounts in my book of business (Q2 & Q3 ‘24).● Selected by leadership to demonstrate sales discovery skills/strategies in client meetings during company sales and customer success enablement sessions (Q2 & Q3 ‘24).● Promoted to lead a team of four on the Revenue Management Enablement team (Jan. 2019).● Spearheaded the creation of business processes that led to the launch of the “Revenue Specialist Development Program” (2017-2018).● 2019 Circle of Excellence Nominee (Hilton’s most prestigious award for outstanding performance).● 2018 Q2 Blindside Award Winner (Outstanding RMCC support team-member).
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Lead Client Success ManagerMonumentTexas, United States
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Senior Client Success ManagerMonetate Jan 2021 - PresentDallas, Texas, Us● Drives value as main point of contact for 20 clients with an annual contract value of $3M+ by anticipating their needs and aligning their goals to Monetate software solutions. ● Over attained company’s NRR, QoQ with an avg. rate of 100.82% (Company’s NRR was 80%) (’23-Present).● Partners with sales/post-sales teams to identify cross-sell & up-sell opportunities and drive the renewal process. ● Mentors, coaches, and contributes to the conception of business processes for new hires onboarding to the team.● Documents client engagements and strategic account success plans within Salesforce and Planhat (CRMs).● Leverages cross-functional resources and Looker platform to analyze and present data to customers in executive business reviews. ● Travels onsite with clients to engage key stakeholders and gain alignment on objectives and drive ROI Impact.● Conducts effective kick-off meetings and customer discovery calls that are frequently used by CS and Enablement leaders in global sales/post-sales training sessions. ● Addresses and resolves client escalations by aligning closely with internal and external stakeholders to improve account health and customer satisfaction. -
Team Lead, Revenue Management EnablementHilton Jan 2019 - Oct 2020Mclean, Va, Us● Directed a team of four managers responsible for development programs across a team of 450 team members, with an emphasis on focused service hotel brands.● Built relationships with cross-site business teams and internal stakeholders to develop and maintain a successful training strategy that aligned with business KPIs.● Analyzed and identified coaching needs using measurement criteria of development programs and in-role metrics.● Identified opportunities and created action plans for Succession Planning, Performance Management, and Career Pathing● Directed a 10-week new-hire training program, up-skilling training for Revenue Specialists, and promotional based leadership development programs for tenured team members.● Hosted and evaluated Final Mock Revenue Calls to determine new-hire readiness to onboard live portfolio.● Project Manager responsible for updating training content as business processes, technology and KPIs evolved.● Led and managed University Campus Recruitment pipeline for continued growth in the RMCC, with a particular focus on increasing diversity in the talent pipeline. -
Manager, Revenue Management EnablementHilton Jun 2017 - Jan 2019Mclean, Va, Us● Developed standardized business processes for Revenue Specialists responsible for Focused Service Brands.● Created standard operating procedures for reporting, forecasting, budgeting, and pricing tool management.● Built coaching guides and coaching guide trackers for all new-hire and development program candidates.● Assisted in the initial development and roll-out of Revenue Specialist Development Program.● Partnered with L&D team to update and implement new learning curriculum to support the dynamic environment of the business.● Provided 1:1 coaching and mentorship for dozens of new-hires during initial on-boarding process.● Worked to improve relationships across both internal and cross functional business leads to ensure center-wide enhanced engagement and retention.● Used exceptional presentation skills to communicate changes to business processes through “Topic of the Week” meetings.
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Revenue SpecialistHilton Jun 2015 - Jun 2017Mclean, Va, Us● Managed a portfolio of 15-16 focused service hotels with a gross annual revenue of ~ $60 Million.● Balanced franchisee client retention and total hotel revenue growth as the business was based upon an optional subscription model.● 10 Hampton Hotels marked “comparable” finished with 5.25% Revenue Per Available Room (RevPAR) growth with RevPAR Index (RPI) impact of $113,109 in 2016.● Provided impeccable customer service through relationship building as a trusted advisor.● Official mentor for five new hires and developed mentor program still in place for all new team members.
Jared Morrow Skills
Jared Morrow Education Details
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Oklahoma State UniversityHotel And Restaurant Administration
Frequently Asked Questions about Jared Morrow
What company does Jared Morrow work for?
Jared Morrow works for Monument
What is Jared Morrow's role at the current company?
Jared Morrow's current role is Lead Client Success Manager.
What is Jared Morrow's email address?
Jared Morrow's email address is ja****@****ton.com
What is Jared Morrow's direct phone number?
Jared Morrow's direct phone number is +131673*****
What schools did Jared Morrow attend?
Jared Morrow attended Oklahoma State University.
What skills is Jared Morrow known for?
Jared Morrow has skills like Leadership, Team Building, Luxury, Public Speaking, Customer Success, Training And Development, Account Management, Sales, Customer Satisfaction, Food And Beverage, Food Safety, Revenue Analysis.
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