Jenny Robinson Email & Phone Number

San Diego, California, Us

San Diego, California, Us

• Supervising manager overseeing a team of 6-7 Strategic Customer Success Managers managing some of SOCi's largest Tier 1 and 2 client accounts. • Keen focus on retention and product expansion through strategic relationships with key stakeholders, providing consultative strategic guidance that aligns SOCi’s multi-location co-marketing technology solutions to each customer's targeted business outcomes.• Create and execute prescriptive client touchpoints that drive value including business reviews, success plans and regular customer calls.• Identify new business opportunities within existing accounts to expand customers’ product usage and increase annual recurring revenue.• Liaison between customer and key internal teams to advocate for product/feature enhancements as well as remediate risk and customer escalations.

San Diego, California, Us

• Client Relationship Management: Developed and maintained relationships with key stakeholders across 10-15 of SOCi's largest tier 1 and 2 customers ($3-5MM ARR), establishing powerful executive sponsors and product champions throughout each client's business.• Strategic Planning and Execution: Developed and executed comprehensive account plans to drive product adoption, client satisfaction, and business growth. Led strategic discussions with clients to mutually identify opportunities for expansion, upselling, and deepening engagement.• Project Management: Coordinated with cross-functional teams such as Product, Professional Services, Sales and Support to manage project timelines, resolve issues, and deliver on commitments.• Customer Success Strategies: Developed and implemented best practices for customer success, consisting of onboarding, training, and ongoing support. Analyzed customer feedback and performance data to drive continuous improvement in the product and customer experience.• Increased annual recurring revenue by 20% through strategic account management and identification of expansion opportunities within accounts.

San Diego, Ca, Us

Led external communications for The UPS Store retail network of 5,000 locations. Responsible for media relations and crisis communications as well as brand management, executive visibility and thought leadership, resulting in increased awareness of The UPS Store as a small business solutions provider. Led all social media strategy and content, including development, design, execution and advertising of social media marketing across multiple platforms. Developed and executed national integrated marketing campaigns, including annual Small Biz Challenge and Rose Parade float sponsorship. Collaborated with other departments to coordinate strategies for cohesive messaging, brand management, and overarching communications strategies. Oversaw search engine reputation management for franchise sales that helped decrease negative online sentiment rankings. Business stakeholder for company's cause marketing initiative, the Toys for Tots Literacy Program.

San Diego, Ca, Us

Promotion. Managed multi-carrier shipping and freight programs, products and services for The UPS Store network of 4,800+ retail locations throughout the U.S.

San Diego, Ca, Us

Served as an official spokesperson of The UPS Store, including in crisis communications and media relations. Managed brand reputation to position The UPS Store as a preferred resource for small business, including management of the small business blog on theupsstore.com. Executed PR projects and initiatives as part of national, integrated marketing campaigns. Oversaw franchise and social media marketing strategy, creating editorial content and resources to assist individual The UPS Store locations in their hyper-local social activities in order to increase store traffic and overall revenue. Managed franchise development PR initiatives, including search engine reputation management and thought leadership execution.

San Diego, Ca, Us

Promotion. Strategic development and implementation of digital marketing programs and initiatives including email marketing, search directory listings and CRM. Managed company's main corporate site (theupsstore.com) as well as each of the franchised location's websites. Oversaw web analytics, search engine optimization (SEO), planning and implementing website changes and enhancement releases, search listings and reputation management. Role included project management, business analysis, contract negotiations, quality assurance, communication and training development, creative and graphic design.

San Diego, Ca, Us

Promotion. Managed new product and service evaluation for a network of more than 4,300 franchised retail business service centers. Developed business cases, led cross-functional teams and managed projects from initial inquiry to evaluation through to beta testing and product launch to network. Worked with design team to create program promotional elements. Managed contact management database of potential vendors, communicated, and determined viable opportunities for evaluation. Worked directly with franchisees and vendors to negotiate contracts, conduct training, and promote product adoption and compliance.Market Research: Sole person responsible for managing all aspects of market research for corporation including developing questionnaires, programming surveys, analyzing data, preparing reports and delivering results to executive staff. Research included quantitative and qualitative studies. Presented monthly business reviews to 40-person department.

San Diego, Ca, Us

Facilitated various testing stages to potential employees and those seeking promotion within the company. Managed employee records database, facilitated compliance training, assisted in employee recruitment and new-employee onboarding processes, prepared weekly reports for senior management regarding turnover, EEOC statistics, and open/filled positions.

Menlo Park, Ca, Us

Managed job placements for administrative professionals on a temporary-to-hire basis with network of business clients. Wrote and posted open job positions, recruited new candidates, conducted interviews, validated candidate skill sets, conducted employee coaching and reference checks, performed sales activities to acquire new business clients to utilize staffing services, handled regular marketing to business clients, and coordinated qualified candidates into current open positions. Managed client and candidate relationships to ensure satisfaction. Performed administrative functions including processing weekly timecards, creating weekly and monthly reports and managing expense reports.

Houston, Texas, Us

Owned by Rock Bottom Restaurants, Old Chicago is a sports-themed casual dining chain. Through its team culture and unique environment of vitality and employee empowerment, this organization provided a great place for personal growth and development of customer-centric service skills.

Chicago, Il, Us

Worked face-to-face with customers at one of United's major international hubs. Performed a variety of customer service roles including ticketing, passenger check-in, luggage reclaim, gate/plane boarding, special service dispatch, and accounting. Frequently worked with customers in situations of irregular operations (e.g., flight delays and cancellations, missed connections, lost luggage), engraining fundamental skills such as empathy, patience and being solution-oriented.