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Customer Success Director and thought leader with expertise in transforming the customer experience incorporating innovative strategies in AI-driven tech companies. Builds and manages relationships ensuring clients receive maximum value. Excels in development and implementation of strategies boosting customer retention and new opportunities. Expert knowledge with management of complex issues and finding the solutions to fuel success. Background in high-value portfolios, customer relationship management, effective onboarding, budget management, and leading and scaling customer success teams. Dynamic and collaborative leader , trusted voice, analytical thinker, high level planner, and team-builder across all levels of the organization equally comfortable with technical and customer-facing communications.
Thomson Reuters Document Intelligence
View- Website:
- legalsolutions.thomsonreuters.com
- Employees:
- 6
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Director, Customer Success ManagementThomson Reuters Document IntelligenceHouston, Tx, Us
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Director, Customer Success ManagementThomson Reuters Document Intelligence Oct 2020 - PresentHouston, Texas, Us• Grew business through design and implementation of customer success strategies increasing client base by 100% • Piloted and expanded new use of existing AI tool to largest client boosting usage by 200% and increasing revenue• Scaled customer success team by 2.5X, managed $.5M budget and maintained 104% net revenue retention (NRR)• Designed and implemented client onboarding shift from CSM handoff protocol to long-term CSM assignment achieving 104% NRR• Built over 125 trusted client relationships through design and implementation of Customer Success Playbook based on Winning by Design -
Sr. Implementation ManagerThomson Reuters Document Intelligence Mar 2019 - Oct 2020Houston, Texas, Us• Charged with management of 30 high-value clients producing 50% of corporate revenue and achieved 108% personal revenue retention rate• Managed 2 highest value clients expanding 1 by 200% utilizing relationship building/management skills ensuring customer success
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Director Of Marketing & Client EngagementValue Global, Llc. Apr 2018 - Feb 2019Houston, Texas, Us -
Marketing And Business Development ManagerValue Global, Llc. Jul 2014 - Apr 2018Houston, Texas, Us• Analyzed customer specific needs then designed and conducted interviews focusing on customer success enabling a 50% contract expansion rate• Discovered reduction in contract retention then restructured customer engagement strategy retaining 5% of top income producing clients• Investigated stalled client contracts, revealed customer success deficiencies, then restructured delivery strategy revitalizing customer care • Increased revenue by 10% through expanding client offerings incorporating shared services model• Forged new vendor relationships and initiated partnership agreements reducing expenses by $500K and increasing revenue by 15%• Created content, graphics, SEO, launched website, and secured spot in Inc. 5000 Fastest Growing Companies in America• Directed and automated all digital marketing campaigns significantly growing organization by 48% year-over-year
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Marketing And Business Services SupportMeriplex Communications Feb 2014 - Jul 2014Houston, Tx, Us• Ensured customer success for 100+ clients through providing exemplary customer care, quote creation, and delivery -
AnalystThe Clearing Apr 2012 - Dec 2013Washington, Dc, Us• Managed strategic communications including design and content for American Petroleum Institute and IPICA addressing dispersants, oil spills, tiered response, and marine infrastructure• Collaborated with Chief Growth Officer in design and implementation of organizational marketing strategy then wrote RFP responses resulting in $1M in new business
Jenna Mullady Skills
Jenna Mullady Education Details
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University Of VirginiaGeneral -
University Of North Carolina At Chapel Hill
Frequently Asked Questions about Jenna Mullady
What company does Jenna Mullady work for?
Jenna Mullady works for Thomson Reuters Document Intelligence
What is Jenna Mullady's role at the current company?
Jenna Mullady's current role is Director, Customer Success Management.
What is Jenna Mullady's email address?
Jenna Mullady's email address is j.****@****ail.com
What is Jenna Mullady's direct phone number?
Jenna Mullady's direct phone number is +183269*****
What schools did Jenna Mullady attend?
Jenna Mullady attended University Of Virginia, University Of North Carolina At Chapel Hill.
What skills is Jenna Mullady known for?
Jenna Mullady has skills like Strategic Communications, Public Speaking, Editing, Microsoft Office, Writing, Project Management, Marketing, Marketing Communications, Management, Microsoft Excel, Strategy, Social Media Marketing.
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