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I am an accomplished business operations leader with over 18 years of experience driving success across Customer Success, Professional Services, and Business Management. Known for delivering operational efficiencies, aligning cross-functional teams, and supporting executive decision-making, I thrive on solving complex challenges and turning strategies into measurable results.Throughout my career, I’ve led initiatives that have driven significant growth and improved organizational performance:✅ 40% YoY revenue growth and a 46% profit margin improvement by launching tiered subscription offerings and optimizing service portfolios at Atlassian.✅ Streamlined time-to-market by 50%+ for new services through cross-functional collaboration and governance frameworks.✅ Enhanced decision-making by delivering data-driven insights and executive reporting for senior leadership.✅ Successfully managed multimillion-dollar portfolios and led teams of 20+ to 50+ professionals, achieving high-quality outcomes and customer satisfaction.I am passionate about aligning GTM strategies with organizational priorities, building scalable frameworks, and fostering cross-team collaboration that unlocks operational excellence. My approach combines strategic vision, strong execution, and data-backed decision-making to help organizations achieve sustainable success.Core competencies include:• Business Operations & Strategy• GTM Execution & Services Offer Management• Executive Reporting & Decision Support• Cross-Functional Team Leadership• Data Analysis & KPI ManagementIf you're looking to connect with a leader who delivers measurable results, drives efficiencies, and builds high-performing teams, let’s connect!
Freshworks
View- Website:
- freshworks.com
- Employees:
- 8874
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Director, Operations And Strategy, Success And ServicesFreshworksMount Pleasant, Sc, Us
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Global Head Of Services Strategy & Offer ManagementAtlassian Oct 2022 - Oct 2024Sydney, Nsw, AuSpearheaded the creation and management of service offerings in Advisory, Support, and Success Services, driving services revenue and scaling the enterprise services business.Increased services revenue from $24M to $35M within one year, achieving 40% year-over-year growth. Developed and implemented new pricing and packaging strategies, leading to a 46% improvement in services profit margin.Developed and implemented a comprehensive sales strategy for global advisory services, including setting sales targets and quotas, and working directly with marketing to launch ongoing sales enablement campaigns and messaging.Guided the development and rollout of KPIs for Advisory services leadership, ensuring accountability and performance tracking, as well as devising QBR metric reporting and analysis for senior leaders.Utilized data analytics and insights to drive post-sales strategy, improve customer experience, and enhance service delivery.Led a team of Services Product Managers, Service Designers, and Program Managers responsible for the strategic direction, new services and success product introduction, and governance of offerings.Maintained operational and technical aspects of the services & success offerings portfolios, including iterations on pricing, delivery, and terms and conditions.Developed and oversaw the offer development lifecycle, from concept to market launch.Managed the implementation of services SKUs across pricing, legal, and operations teams.Continuously drove services offer development programs with a cross-functional group of SMEs and business stakeholders, ensuring successful market entry and revenue impact.Partnered closely with global Partner & Advisory Services leaders to drive recommendations for improvement plans. -
Services Offer Manager, Customer Success & InnovationAtlassian Oct 2021 - Oct 2022Sydney, Nsw, AuDeveloped and executed the GTM strategy for Advisory services, including the design, development, and launch of a comprehensive services subscription model.Designed high-touch and low-touch service tiers, providing flexible options for diverse customer needs.Page 2 Implemented KPIs for Advisory services leadership, focusing on utilization targets, margin targets, and operational reporting and tracking.Launched a services catalog for one-time offerings, enhancing service accessibility and customer choice.Scaled advisory services into the enterprise market customer segment, expanding the client base and increasing revenue potential.Led the development and launch of new subscription offerings, ensuring market readiness and operational alignment.Developed business strategies for a services engineering and portfolio management team, including creating job descriptions and hiring for key roles such as services PMM, services design, technical program management, and offer management.Applied data-driven insights to optimize service offerings and improve customer satisfaction, validated with a 120% NDRR achieved within the first year of the offers in market.
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Sr. Manager, Customer Success Solutions ManagementBlackbaud Jun 2019 - Oct 2021Charleston, South Carolina, UsLed a cross-functional team within Customer Success and Business Operations, overseeing a portfolio of products and technology solutions. Took accountability for internal initiatives dedicated to enhancing product readiness, refining service offers, and addressing customer needs.Collaborated with executives and cross-functional stakeholders on product strategies, packaging and pricing, customer/market feedback, and business development. Led a high-performing team of business analysts, and program managers to execute both operations and strategic projects acting as the 'connective tissue' that links Customer Success with Blackbaud product GTM initiatives.Partnered with Customer Success, Product Management, and Marketing leadership, to define and deliver solutions and business processes aligned with company strategy and roadmap.Partnered with marketing, sales, and services to oversee and ensure the complete offer is put into market for our clients. Responsible for transforming one-time service offers to a subscription model. Collaborate with stakeholders across the company to identify, prioritize, and bring new service offerings to market. -
Senior Manager, Professional ServicesBlackbaud Sep 2017 - Jun 2019Charleston, South Carolina, UsOptimized delivery teams across multiple solutions, enhancing the customer and employeeimplementation experience, and effectively ramped multiple incoming teams.Led development efforts to standardize and implement efficiencies across multiple portfolios,driving operational excellence and ensuring seamless project execution.Introduced new pre-sales discovery and scoping processes, enhancing the pre-sales motionand aligning project scopes with client needs.Accountable for $40M+ in revenue, managing a team of 50+ Professional and CustomDevelopment Services resources with a strong focus on customer satisfaction and retention.Oversaw portfolio hours, forecasting, and demand planning, ensuring precise resourceallocation and budget management.Directed and mentored a diverse team, fostering a collaborative and high-performance workculture that consistently delivered high-quality outcomes.Successfully managed and negotiated terms, cost rates, and service level agreementsbetween the services partner team and Blackbaud, ensuring mutually beneficial partnershipsthat supported project success and profitability.Oversaw the utilization of partner resources, ensuring that staffing levels and skills wereoptimally aligned with project needs. Monitored performance metrics to guarantee that qualitydeliverables were consistently achieved.Fostered strong working relationships with partner teams, driving collaborative efforts thatcontributed to the successful delivery of complex projects and the development of customsolutions.
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Manager, Professional ServicesBlackbaud Sep 2015 - Jun 2019Charleston, South Carolina, UsLed a team within Professional Services delivering solutions in the Enterprise CRM portfolio,focusing on non-profit and education sector deployments.Served as a client executive sponsor, managing a team of 15 individual contributors and 2Team Leads, ensuring successful design, development, and deployment of CRM solutions.Accountable for the delivery of the project portfolio, maintaining stringent Red, Yellow, Green(R/Y/G) status metrics to ensure projects were on time, within budget, and met qualitystandards.Created and approved project Scopes of Work, consistently achieving or exceeding projectprofitability standards through meticulous planning and execution.Oversaw a team of 20+ services professionals who supported delivery deployments andcustom development within services engagements, ensuring seamless integration with internalteams and alignment with client expectations.Implemented rigorous quality control measures for partner-delivered services, maintaining highstandards and ensuring that all deliverables met or exceeded client expectations.
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Sr. Engagement ManagerBlackbaud Sep 2014 - Sep 2015Charleston, South Carolina, UsHeld bottom-line accountability for full IT implementation lifecycle, including multimillion-dollar budgets, ensuring on time and under budget project delivery, scheduling, documentation, cross-functional team leadership, and client communications. Leveraged MS SharePoint and Project to create streamlined workflows and improve processes.
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Senior Business AnalystBlackbaud May 2011 - Sep 2014Charleston, South Carolina, UsOversaw the development of custom applications and technology solutions, with responsibilities including business analysis, requirements gathering, QA testing scenario formation, conversion mapping, client relationships, project management, and CRM customization oversight. Efficiently managed offshore resources, sprints, sprint planning and review, daily scrums, and product backlogs. Provided guidance to clients on deliverable platforms and CRM features.
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Business Analyst Sr. ProfessionalComputer Sciences Corporation (Csc) Aug 2005 - May 2011Aligned software solutions with client objectives, served as the primary contact for technical staff across multiple client accounts, acted as the Subject Matter Expert for the Financial Billing Application, conducted user training, recommended process improvements, customized applications to client needs, and developed test plans/scenarios in SDLC.
Jen Bush Skills
Jen Bush Education Details
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University Of South CarolinaBachelor'S Degree
Frequently Asked Questions about Jen Bush
What company does Jen Bush work for?
Jen Bush works for Freshworks
What is Jen Bush's role at the current company?
Jen Bush's current role is Director, Operations and Strategy, Success and Services.
What is Jen Bush's email address?
Jen Bush's email address is je****@****aud.com
What is Jen Bush's direct phone number?
Jen Bush's direct phone number is (866) 412*****
What schools did Jen Bush attend?
Jen Bush attended University Of South Carolina.
What are some of Jen Bush's interests?
Jen Bush has interest in Children.
What skills is Jen Bush known for?
Jen Bush has skills like Business Requirements, Requirements Gathering, Testing, Requirements Analysis, Analysis, Insurance, Business Analysis, Visio, Sharepoint, Software Implementation, Sql, Db2.
Who are Jen Bush's colleagues?
Jen Bush's colleagues are Ameena Shaik, Srinivas Sridhar, Kamali Kannan, Pankaj Narang, Bharath Chandrasekaran, Venkatesh Segu, Harish Reddy.
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