Jazmine J. Email & Phone Number

San Francisco, Ca, Us

Austin (Remote) , Texas, Us

Led customer-facing initiatives to ensure optimal use of MNTN’s CTV advertising platform. Conducted training, provided hands-on support, and acted as a liaison between customers and internal teams to drive product improvements. Resolved technical issues, updated Help Center resources, and collaborated with Go-to-Market teams to maximize the customer’s success and growth. Contributed to enhancing overall customer satisfaction and platform performance with a strong focus on customer advocacy and solution-oriented support. - Collected and documented product feedback from customer interactions, advocating for enhancements with our cross-functional leadership and engineering team to align product improvements for betas and new initiatives. - Regularly crafted and updated Help Center articles and resources to reflect the latest platform updates, enhancing customer self-service capabilities. - Partnered with revenue and product teams to leverage platform features in customer solutions, supporting growth initiatives through training and product knowledge sharing. - Led customer training sessions, ensuring advertisers and agencies effectively utilized the platform’s features. - Provided timely customer experience support via email, Intercom, and scheduled calls, addressing customer inquiries and troubleshooting issues. - Triaged customer issues, resolved technical problems, and partnered with engineering to further investigate complex cases to improve the overall customer experience.

Palo Alto, California, Us

• Created customized onboarding plans for 180+ customers to ensure successful product adoption and usage.• Collaborated with cross-functional teams to address customer issues and improve the overall customer experience.• Conducted regular check-ins with customers to understand their needs and proactively address any potential challenges.• Analyzed customer data to identify trends and areas for improvement, resulting in a 98% retention rate.• Committed to staying up-to-date with the latest industry trends and best practices in customer success management.• Passionate about creating successful customer relationships through effective onboarding and customer relationship management.

San Francisco, California, Us

• Owned onboarding and growth strategies for 330+ SMB portfolio valued over 2M+ in revenue in the Central and West territories. • Created and implemented Sales hand-off in the form of a client launch presentation (“Kick off call”) to educate customers on the value of Anagram’s product and develop a rollout strategy while collecting data regarding their workflows and goals and use cases to construct unique strategic plans. • Tailored and adjusted monthly objective-based engagement and retention strategies for SMB and Mid-Market accounts based on customer health indicators, KPIs, internal goals, and market trends to drive and improve adoption and product engagement at key customer journey points. • Monitored utilization to proactively engage low usage accounts with business reviews, strategic consultations, 1:1 or 1:many training, and best practices to improve product usage.• Managed churn by holding interviews where I utilized objection-handling to repair relationships, prove value in the product, and maintain the account. • Planned and lead a weekly cross-functional stand-up meeting with the Go-to-Market teams to encourage communication alignment and client feedback to increase customer satisfaction and strengthen the customer journey. Key Achievements:• Grew SMB accounts to Enterprise in less than a year by proving the value of adopting Anagram’s products. • Hit over 110% of product utilization goals and consistently met retention goals month over month.

San Francisco, California, Us

• Promoted from ‘Implementation Manager’ to ‘Customer Success Manager’ after successfully piloting and rolling out an automated onboarding program that increased product utilization, decreased time-to-value by 90%; and provided time for creative, strategic planning, and meaningful client relationship building.• Implemented Anagram products to SMB and Mid-Market accounts by educating customers on the product value in 1:1 and 1:many training with key stakeholders and individual contributors, providing change management best practices, and driving adoption throughout onboarding.

San Francisco, Ca, Us

• Received the Golden Door Award for Authenticity.• Promoted to 'SMB Queue Lead' focused on team efficiency, case completion within SLAs, and hard and soft skills training. • Consulted and implemented Glassdoor products for SMB client accounts, which included implementing the jobs product via Applicant Tracking Systems, XML feeds, and leveraging crawlers and xPath to import open opportunities.• Expert for technical and product issues, investigating and resolving technical support to external and internal clients, such as Sales, Customer Success Managers, Content while maintaining the organization's targeted SLAs. • Collaborated with Product Managers and Engineers to triage product issues, diagnose bugs, and implement improvements.• Used reporting languages and tools to compile and analyze data to develop hard and soft skill best practices. • Developed and executed quarterly OKRs, including writing playbooks and piloting client programs.

New York, New York, Us

• Started the Technical Support team in the San Francisco office. • Maintained post-sale relationships with our clients and partners. • Supported our internal teams with technical and strategic inquiries regarding the product and our clients’ needs. • Prioritized, troubleshot, and built response plans for complex inbound technical and strategic matters related to our product. • Mentored and trained specialists on the team to improve soft skills and bridge the gaps within product knowledge. • Completed process-focused projects for the internal team.

Atlanta, Ga, Us

• Maximized customer satisfaction and consistently achieved 1st or 2nd rank in monthly metrics based on chats resolved daily.• Provided comprehensive technical support and problem resolution; while empowering users to be product specialists through training.• Preserved composure, patience, and interpersonal skills in difficult situations. • Promoted team building by mentoring and training internal agents to improve their hard/soft skillsets.

Cupertino, California, Us

Enhanced customer trust and loyalty by acknowledging and aligning customer’s needs and providing multiple solutions. Ensured business success and market share growth by repairing relationships between Apple Inc., and customers. Boosted staff performance/productivity by providing training to colleagues on various technical specialties.• Showcased technical expertise and received recognition as certified technical professional by Apple, Inc. for repairing Apple devices.

Criminology

Computer Science

Education record