Jennifer (Sippel) Hagedorn Email & Phone Number

Eau Claire, Wisconsin Area

• Lead and oversee the AMER Mid-Market and Enterprise Customer Success teams, managing five Managers and 47 Customer Success Managers, serving as the key escalation point for all AMER and LATAM customers• Spearhead the "Power of Partnerships" initiative to highlight successes achieved through collaboration between Sales and Customer Success, showcasing the value of cross-functional teamwork and driving strategic client wins• Implemented new KPIs for the Mid-Market team, including Success Plans, Executive Business Reviews, and Cadence Calls, yielding improved performance tracking, strategic alignment with clients, and growth opportunity identification• Partnered with team members on career development, transitioning them into technical, customer education, management, sales, and other advanced positions, enhancing cross-functional expertise and organizational strength• Collaborated with department leaders to identify inter-team opportunities, resulting in a formal escalation process to Technical Support, which shortened assistance and resolution times for Sales and Customer Success teams• Partnered with Customer Operations and Jamf report team to streamline Calls to Action, develop PI reports for customers, and highlight successful account achievements• Redefined and elevated Mid-Market and Enterprise Customer Success roles, aligning position descriptions with strategic objectives to ensure clarity, drive performance, and support organizational growth• Collaborated with Marketing to update external documents, accurately highlighting changes in Premium Support, yielding improved customer understanding, increased engagement, and cohesive brand messaging

Eau Claire, Wisconsin, United States

• Expanded the team from six to 18 direct reports, successfully hiring and onboarding new members to galvanize the customer success function, improve customer outcomes, and support rapid business growth• Gathered new hire feedback and enlisted team members to overhaul and optimize the onboarding process; scaled improvements across customer teams, leading to higher new employee satisfaction and accelerated ramp-up times• Updated market thresholds for Mid-Market and Enterprise teams, reducing account loads and transitioning the Mid-Market team to a proactive approach, resulting in increased client retention rates and record team KPI scoresA leading software company that specializes in Apple device management, providing comprehensive solutions for businesses, schools, and government organizations. Responsible for reviewing and assigning accounts based on market segment and CSM skillset. Key duties also involve driving customer retention, managing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and Enterprise accounts, evaluating account loads and Annual Recurring Revenue (ARR) for balance, and partnering with Customer Operations to create playbooks for Customer Success needs.

Eau Claire, Wisconsin, United States

• Developed and implemented a call guide for Member Services representatives and leaders, incorporating grading criteria and coaching techniques; led training sessions, bolstering member service quality and operational efficiency• Collaborated on analyzing call data and implementing a new phone tree at RCU, prioritizing prompts to reduce call volume and expedite routing to the appropriate team, significantly streamlining response times• Co-implemented a new Interactive Voice Response (IVR) system by creating test scripts and scenarios, conducting thorough testing, and ensuring successful deployment, improving the overall customer call experienceManaged day-to-day operations, ensuring KPIs were met. Coached and helped recruit staff. Delivered updates on products, services, and procedures. Assisted in setting department goals. Oversaw training programs. Led product and process quality projects. Evaluated and improved processes through data. Prepared statistical reports to identify trends.

Eau Claire, Wisconsin, United States

• Assumed management of corporate accounts, integrating responsibilities with leadership role; implemented and delivered comprehensive business reviews, bolstering decision-making for account management and success• Designed and implemented a structured escalation process for the sales team, defining escalation criteria and response times; presented at sales summit, increasing team understanding and improving issue resolution efficiency• Developed a ride-along program for Customer and Technical Support Supervisors with the field sales team, facilitating firsthand understanding of customer environments and experiences, leading to improved support strategies• Coached team members, advancing three into leadership roles and several others into Resource Technicians, where they mentored peers on active calls, fostering a culture of continuous development and knowledge sharing• Aided in the implementation and User Acceptance Testing (UAT) of the IVR system by creating requirements and test scenarios, serving as a key resource during the go-live phase for smooth deployment • Managed the Customer Relations team, determining practice compensations and collaborating with Product Owners on significant compensation requests, ensuring fair resolutions and strengthening customer trust and loyalty• Collaborated on the 5X project team to analyze call volumes, drivers, products, and processes; presented findings and proposed solutions in weekly meetings with executive leadership, driving strategic improvements• Met monthly with product teams to prioritize bug fixes and feature requests for upcoming product releases, ensuring alignment with customer needs and business goalsOversaw the Customer Relationship department. Managed corporate accounts. Approved/denied customer compensation. Delivered QBRs. Prioritized product defects and enhancements. Ensured closure of escalated issues. Led quality management projects and improved processes.

• Managed scheduling to meet business needs and drive profitability• Directed and executed floor sets• Conducted interviews, hiring, orientation, and training based on business needs• Resolved customer complaints• Monitored operations to meet standards• Trained team on loss prevention and shrink control• Conducted monthly compliance audits

• Supervised Appeals and Grievances teams, both remote and in-office• Addressed operational and customer issues proactively• Established production metrics and staffing modules• Analyzed inventory for root causes• Conducted interviews and extended offers• Liaised with Claims and Enrollment for issue resolution• Led special projects and implemented process improvements• Received two performance awards and nominated for Supervisor of the Year twice