Jennifer Baca Email & Phone Number

Washington, Dc, Us

San Jose, Ca, Us

Delivering Happiness for Zoom Employees, Customers, and Partners.

New York, New York, Us

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

San Francisco, California, Us

On Deck Customer Success [ODCS] is a continuous community and brain trust of world-class CS experts in SaaS. ODCS fellows build customer-centric cultures and maximize their leadership potential through professional development and a trusted peer network. The curriculum focuses on CS business management topics and practical knowledge sharing with industry experts and peers.

Atlanta, Georgia, Us

- Management of the Intellum Customer Success function for Alphabet-Google ecosystem.- Executed and oversaw learning program initiatives and business strategies with customer leadership teams across multiple stakeholders and partners. - Lead the Enterprise team to maintain the 100% retention rate for the Alphabet-Google customer base. - Empowered the CS team members by establishing objective key results (OKR) and key performance indicators (KPIs) to demonstrate results for their roles and for the company. - Established scalable systems and processes for the Enterprise Customer Success team. - Fostered cross-functional collaboration with Product, Engineering, Support, and PMO team to deliver quick results for the Customer.

Mountain View, Ca, Us

• Built and lead the Accredible Customer Success team, creating and executing a cohesive strategy including goals, performance, OKRs and KPIs to drive retention and expansion. • Responsible for enterprise book of business: implementation, adoption, QBRs, renewals, and proactive account management.• Collaborated and contributed to the Executive Team meetings by reporting on metrics, representing Voice of Customer (VOC) sharing product feedback and innovative suggestions for business planning and strategy goals. • Mentored other team members by sharing expertise and experience to ensure the right governance model to lead digital change, ensure business value and ROI. • Fostered cross functional collaboration and culture within the Accredible team with Sales, Marketing, Support, Engineering, and Product.

Mountain View, Ca, Us

• Leading Customer Success team to hit top targets and KPI such as 100% customer satisfaction, NPS score <50, Net Dollar Retention of >$1.30, 98% Renewal rate, and <5% churn rate. • Hired and scaled the Customer Support team and system.• Manage entire end to end customer journey from onboarding to renewal for SMB and Enterprise level customers• Provide market research and analyze companies that fit ideal customer profile. • Represent the voice of the customer to Product and Engineering when investigating/resolving product issues and requesting/recommending product improvements

Mountain View, Ca, Us

• Working directly with the Chief Executive Officer and co-Founder • Managing company calendars for global executive team • On-boarding and training new team members • Assisting customer success team with onboarding of new customers (Spanish) • Assisting customer support and attending to customer requests

Belvedere, Ca, Us

• Developed positive relationships with members, conquering diverse citizenry • Administering social media platforms of Club to increase audience engagement and member interaction• Managing Club Store through ordering and inventory, increased store sales exponentially by 50%• Executing design for Digital Signage to broadcast event ads and club content for member outreach. • Training marketing and administrative staff at local yacht clubs with new Digital Signage software. • Assisting with Club Events through collaborative efforts of different departments.

Bachelor'S Degree, Organizational Communication, General; Marketing

High School, Regular/General High School Diploma