Jeaneen Ruff Email & Phone Number

United States

United States

Virtual

• Spearhead relationship management, value realization, customer satisfaction, and retention strategies for a $15M international HR Enterprise SaaS start-up.
• Oversee 6 direct reports by conducting one-on-one meetings, appraisals, and feedback sessions while nurturing a transparent, open culture, resulting in 92% CSM engagement and 95% manager satisfaction.
• Revamped and streamlined Salesforce fields and introduced a new process flow for client engagement, saving $1.2M ARR within 6 months.
• Captured the Voice of the Customer through journey mapping exercises which resulted in creating playbooks, and removing internal barriers.
• Spearheaded strategic initiatives and built strong relationships with major clients such as Dell, Goldman Sachs, H&M, AIG, Deutsche Bank, Novartis, and Schneider Electric.
• Established strategic partnerships with major vendors including Deloitte, Cartus, Air Inc., Mercer, and Fragomen.

• Served as the Senior Manager of Customer Success, leading a 32-person team with 4 direct reports, and designed a charge-back model for high-touch technical consulting services across 15 service offerings.
• Developed processes, documentation, and Salesforce integration to establish a consultative CSM model, exceeding 85% MoM expectations and attaining 89% YTD OSAT.
• Achieved operational excellence by working closely with 6 business units, managing peak work volumes, and supporting 450 annual open enrollments after discontinuing external vendor support.
• Championed DEI by spearheading women in leadership initiatives, mentoring, conducting employee feedback surveys, engaging with the community, and fostering a culture of belonging via ERGs.

• Oversaw a $15M portfolio of 10 complex global outsourcing accounts at UKG, coordinating between internal service teams, external client representatives, resolving issues, upselling $3M, delivering a 95% retention rate.
• Cultivated robust partnerships with internal teams such as HR, Payroll, and Benefits by establishing clear handoffs, roles, and responsibilities.
• Drove effective account management by engaging with client teams, creating tailored action plans for issue resolution, and overseeing account health while mentoring and onboarding new CSMs.

Milton, Washington

• Established key touchpoints with key stakeholders for quarterly reviews, presenting service and process updates, reinforcing consulting value, sharing product feedback, and fostering client relationships.
• Developed cross-functional relationships with product and technology SMEs to address future client needs, fostering urgency and ensuring effective management of the book of business

Seattle, WA

• Led and scaled customer success teams of 100+ investigators to process 220K+ yearly claims for Fulfillment by Amazon, managing a tiered service structure for third-party seller investigations amid a 70% YoY growth.
• Applied Amazon’s customer-centric focus to merchant experience by onboarding teams, implementing operational excellence initiatives, and developing dashboards for senior leaders.
• Partnered with vendors to source, screen, and hire full-time and temporary client service specialists, reducing the time to manage complex client complaints from 12 months to 3 months.

Yakima, WA

• Transformed $28M underperforming Yakima, WA store faced with 8+ years of payroll overages, poor management, low engagement, and high turnover.
• Leveraged expertise in guest services; inventory management; shopping patterns, pricing; promotions; and client-first cultures to exceed customer needs; offer loyalty-based solutions; and drive profitable business.

Renton

Charlotte, NC

Aiken, SC

Bachelor Of Arts (B.A.), Finance, Gpa 3.8

Activities and Societies: scholarship to play tennis

Associate'S Degree, General Studies, 3.8

Activities and Societies: Scholarship to play tennis and volleyball