Jenna Smith Email & Phone Number

Toronto, Ontario, Ca

In this role I manage a team of outbound Product Managers and a Product Operations Manager. Product areas of focus include overall application UX as well as our content experience and revenue intelligence solutions. I also lead integration projects with other platforms such as Adobe Experience Cloud and Salesforce, including work with a 3rd party engineering team through our partner, Persistent Systems.From an operations standpoint, main priorities include release planning & communication, user testing & feedback as well as adoption and enablement of Gainsight within our product team.

Toronto, Ontario, Ca

Moving into this area of the organization, I worked to prioritize the voice of the customer based on my experience. This led me to improve existing elements within our application through collaborating on quick win feedback tickets with Engineering as well as larger scale projects to support client partnerships with high ARR and strategic potential. Examples of this include significantly enhancing our virtual event solution to support on-demand, video library requirements, as well as introducing custom user role capabilities and more granular permissions to accommodate for growing governance needs. I played a large interdepartmental role between the go-to-market teams and R&D by working closely with Product Marketing to enable Marketing, Sales and Customer Experience when new releases were delivered. This included internal enablement demos as well as managing a Technical Writer and the release notes process.My focus then shifted to product innovation, working closely with our EVP of Innovation and other Product team members to introduce high impact solutions into the market.

Toronto, Ontario, Ca

I operated as a player-coach within this role by hiring and leading a global team of CSMs while managing a couple of large scale enterprise accounts. During my time in the role I worked on the following areas to enable the customer team:1. Built an internal CSM resource portal, including a robust handbook outlining the customer onboarding process & lifecycle, knowledge management resources, account knowledge transfer process and more. 2. Collaborated interdepartmentally with Data Science and Revenue Operations to build a customer health model using indicator attributes and scores focused on onboarding requirements, breadth of adoption, level of interactions and platform performance.3. Lead the cross-functional project of revamping our onboarding process to account for the addition of new product modules and combo-purchase scenarios. This included the large scale task of re-doing our entire on-demand training video library, among other requirements.4. Held quarterly renewal review meetings with the executive team, weekly-renewal touch points with the Director of RevOps and COO, and bi-weekly 1:1s with each CSM. Presented OKRs and results during quarterly townhalls.

Toronto, Ontario, Ca

Working with major enterprise organizations, my role was about becoming an extension of the Marketing team I was aligned with. I dove deep into understanding their goals, processes and custom suite of technologies to ensure they saw value out of PathFactory. This enabled me to speak the internal language and move projects through the various stages of approval needed at this scale. I was the strategic partner that presented insights and recommendations on how to optimize campaigns and content. I thrived on being the bridge that introduced various teams across the organization globally to collaborate and drive expansion forward while ensuring everyone was enabled to fully adopt the platform.During this time, I also coached a team of CSMs through training, account management and professional development.

Toronto, Ontario, Ca

I managed a portfolio of diverse accounts and worked closely with these customers to proactively drive adoption of the PathFactory platform. This included reviewing best practices and sharing case studies that inspired my clients while building customer loyalty and advocacy.Working closely with our internal Support and Solutions teams, I troubleshooted technical issues and maximized the use of our PathFactory Engine data. This includes extending it outside of our platform to MAPs (Marketo, Eloqua, Hubspot, Pardot, etc.) and CRMs (Salesforce, Oracle, SAP, Microsoft Dynamics, etc.) to better enable my clients' Marketing and Sales teams. I reported on their analytics at a regular cadence and provided actionable recommendations based off of these report insights.

Toronto, On, Ca

I was responsible for the Energy and Near Surface industries as well as customer retention marketing. I led the strategic planning, execution and reporting of the marketing programs for these three B2B areas. This involved working closely with internal technical experts to research and develop scientific content around Geosoft's current and future software and services. I produced marketing copy and content assets that communicated the value proposition for our technology products and services. This content was then leveraged in the lead generation, lead nurture and customer marketing programs that I drove.

Toronto, On, Ca

I led the planning and execution of Geosoft's international events, working with various vendors and our global offices. I managed the global spend budget and was responsible for overseeing the lead capture and reporting for these events. Deepening my communication skills, I managed the corporate social media platforms and developed email campaigns, news blasts, web updates and internal communications. I furthered my creative design abilities by revising ads and handling the production/distribution of event based promotional material for both digital and print.

Toronto, On, Ca

Summer Internship 2011 & 2012I maintained customer contracts by contacting customers to renew their software licenses that were about to expire. I generated new client leads for the company's pipeline and updated the customer database regularly. In addition to this, I worked diligently with the release team to send out new product launches to clients globally. I also carried out administrative tasks such as creating expense reports, taking meeting minutes and handling reception.