Jenny Harrison Email & Phone Number

Austin, Texas, US

With over 170 million users, Zello is a voice-first communication platform with the #1 rated push-to-talk app in the world, delivering 8 billion messages a month to proudly serve frontline workers, connect people in times of crisis, and support first responders across the globe.

Austin, Texas, US

St Julian's, Malta, MT

Santa Barbara, CA, US

• Launched Program Manager role within the newly-developed CX Operations team to plan, lead, and drive the execution and adherence of the CX initiatives across multiple organizations, and measure, manage, and improve.
• Orchestrated scalable processes and policies for CX teams including: Executive Business Review process, Gainsight Workflow policy, Support Escalation process, Late Cancellation Policy, and Customer Engagement scores.
• Spearheaded transformational programs including Renewals Program and Tech Touch program involving multiple business functions (CX, Sales, Finance, Business Systems, Product, and Marketing).

Santa Barbara, CA, US

• Managed client life cycle success (including on-boarding, adoption, business reviews) for enterprise-level customers with a total of $4.9 MM in ARR
• Maintained 112% net retention and 100% gross retention (in terms of annual ARR) while establishing regular cadence meetings, building relationships deeper into customer accounts, and identify growth opportunities
• Lead multiple projects within the CX Initiative Program including creating an Executive Sponsor program and quarterly "Key Save" emails highlighting CX successes
• Partnered with other teams including Professional Services, for on-boarding new customer or new projects for existing customers, Account Management to grow and renew customers, and Technical Support to provide.

Austin, TX, US

• Created and implemented the client life cycle process (including on-boarding, strategy consulting, performance reporting, andrenewal) for enterprise-level customers of our website personalization platform with a total.
• Chaired project team working with internal and external teams for pilot program for Fortune 10 client which led to 484% revenue growth over 10 months
• Coordinated with product support, enablement, and engineering teams to streamline internal processes and to prioritize client needs for new product features
• Maintained 100% client retention while playing a key role in the the CS team improving CSAT ratings by 15% and reducing client churn by 27%
• Mentored CSM team in best practices, data analysis and reporting, and strategy
• "Top Dog" award winner -- Received the most votes for the quarter as the employee who went above and beyond for the team

Austin, TX, US

• Prioritized client requirements and market needs within an agile environment to orchestrate internal production of a disruptive product responsible for $2M in annual sales
• Chaired project team in billing analysis that found an additional $500K in revenue
• Overhauled win/loss tracking through analyizing opportunity data from SFDC and monthly roundtables with sales and product teams
• Streamlined pricing across organization resulting in a 90% reduction in SKUs, less discounts and higher profitability
• Transformed product End of Life (EOL) process to move clients off of legacy on-premise platforms to flagship SaaS products while maximizing renewal revenue
• Coordinated internal product communication strategy including newsletters and product webinars

Austin, TX, US

• “Rookie of the Year” Award– Attained 292% of quota as the top performer of the year
• Engineered ROI tool to show clients value of migrating from on-premise to the cloud resulting in over $100K in additional sales
• Mentored CSM team on account management, Salesforce.com, and using data to drive results

Jacksonville, FL, US

• Delivered custom data analytics and credit consulting services to 800+ small business customers comprising $2-3M in revenue
• Consistently hit 100% of targets during a period of customer attrition by gathering customer data, identifying spending patterns, and developing new company product
• Raised employee productivity by building new tool and process that tracked commissions and targeted sales goals

Somerset, NJ, US

• Supervised a 4 person sales team, providing software products and services to government and education clients
• Strengthened customer relationships, resulting in over 50% increase in customer satisfaction and retention of major revenue producing contract, which was at-risk
• Reorganized team workflow, introducing shared data system which streamlined order entry and enhanced team communication

Somerset, NJ, US

• Opened new territory by creating database, collecting market research, and establishing customer relationships
• Constructed pricing database that enabled customers to generate simplified quotes

Mba, Finance

B.A., History, Political Science

Education record