Rachel Hronek Email and Phone Number
Cleveland, OH, US
Rachel Hronek's Location
Cleveland, Ohio, United States, United States
Rachel Hronek's Contact Details
Rachel Hronek work email
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- Valid
Rachel Hronek personal email
n/a
Rachel Hronek phone numbers
About Rachel Hronek
With over a decade of experience in customer success and business development for SaaS companies, I help Series A or B SaaS software companies reduce churn and implement a frictionless customer journey. I am a certified Lean Six Sigma Green Belt and an Executive MBA candidate at Case Western Reserve University, with a passion for process improvement and customer satisfaction.Currently, I am the Sr Director of Customer Retention at JDA Software, where I lead the strategy and execution of customer success initiatives for a global leader in supply chain and retail solutions. I also run my own business, Customer Centric Impact, where I offer fractional customer success services and consulting to SaaS startups and scale-ups. My mission is to empower customers to achieve their goals and grow their businesses, by aligning people, processes, and technologies to deliver a scalable, efficient, and consistent customer experience.
Rachel Hronek's Current Company Details
Jda Software
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Sr Director of Customer Retention
Cleveland, OH, US
- Website:
- blueyonder.com
- Employees:
- 7536
Rachel Hronek Work Experience Details
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Sr Director Of Customer RetentionJda SoftwareCleveland, Oh, Us
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Sr Director Of Customer RetentionJda Software Feb 2024 - PresentScottsdale, Az, Us -
FounderCustomer Centric Impact, Llc Nov 2023 - PresentCleveland, Oh, UsAt Customer Centric Impact, we create success strategies that help you deliver outcomes to your customers that will reduce churn and grow revenue. Together we will align people, processes, and technologies to deliver a scalable, efficient, consistent customer experience. We don't just develop the strategy, we help you execute it as a fractional member of your team. Don't wait until you experience churn to start designing your post-sale experience- start now and keep every customer you acquire. Customer success is not a department, it's a culture. Customer Centric Impact will help you build teams and company cultures that put the customer at the center of your operations. Let's begin our journey of success together. -
Head Of Client SuccessWatermark Mar 2022 - Oct 2023Austin, Tx, Us• Manage a team of 11 CSMs with 3 direct reports • Re-Implemented Gainsight to establish a health score and scale customer success best practices• Re-implemented NPS program and established a reference program to thank customers for being brand enthusiasts• Generated $9.M in pipeline from expansions and renewals on over 1700 customers with over 3500 product relationships with Watermark -
Customer Success PartnerJda Software Jun 2020 - Mar 2022Scottsdale, Az, UsRetain and manage end to end customer experience for $10M ARR portfolio of customers. Expand customer relationships and portfolio penetration, improve adoption and consumption of solutions. Led cross-functional team in developing a experience dashboard to manage escalations. Included assessing business requirements, development of data visualizations, developed training materials and knowledge base for sustainable consumption.
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Customer Experience Director North America RetailJda Software Jul 2019 - Jun 2020Scottsdale, Az, UsDefended $1.2M quarterly from attrition by managing escalations across North American retail clients. Proactively got involved in high risk projects to prevent escalations. Led cross-functional team to create an escalation management dashboard. Collaborated with other teams that used escalation data to improve their understanding and data governance.
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Managing PartnerGoose, Inc. Feb 2015 - Mar 2022London, GbGoose, Inc. leverages relationships with network partners to offer solutions for clients in captives, insurance. The solutions can range from buying or selling a captive to raising funds. -
Director Of Customer SuccessOne Door Mar 2015 - Apr 2019Boston, Massachusetts, UsOne Door has redefined the concept of visual merchandising management through a unique set of web-based solutions and services that optimize in-store execution of campaigns. Our solutions enable retailers to tear down the barriers between data silos and leverage existing information to increase efficiencies at every step of the campaign process. OD’s visual management tools drive revenue and eliminate waste by using fixture-level planograms to deliver localized assortments for some of the world’s largest brands.Customer Success at One Door leverages data sets collected from all client’s application usage and feedback surveys to inform a more focused approach to improve:Adoption – identifies referenceable customers and usersRetention – mitigates risks and shows value throughout your customer journeyEngagement - helps drive business value for our customers through transparencyQuality – measures relationship and product health for all rolesSuccess starts during onboarding and continues through our renewal process. Throughout that journey, we collect feedback, provide QBR’s, and offer adoption and training programs. As a result, we enable our clients to derive value from our solution sooner. -
Sr. Project ManagerLocately Mar 2013 - Jan 2015Locately is pioneering the science of consumer location analytics. Our proprietary data mining engine analyzes location data collected from opted-in mobile phones to understand what consumers are doing in the real world: where people shop, how they get to and from a given location, which stores they drive past, and much more. Provide project management and client services to CPG clients leveraging my background in consumer goods, retail, and retail technology.• Provide exceptional client service for all accounts. Historically have serviced nine accounts worth over $1M. • Ensure client projects including survey design, deployment, data collection, and reporting follow agreed upon schedules• Support ongoing business development and marketing efforts by creating custom survey content, reports, and presentations to improve prospects’ understanding of Locately• Collaborate with other team resources to deliver on time outputs• Expanded financial relationships with P&G both in the US and in Canada resulting in $250,000 in incremental research spending. • Managed project analyst who was responsible for reporting deliverables • Secured Locately sponsorship of NEW (Network for Executive Women) New England and act as representative on the chapter’s regional leadership committee
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Director, Retail InsightsKantar Retail Jan 2012 - Jan 2013London, Gb• Designed research agenda in compliance with corporate thematic calendar for Drug class of trade, covering CVS, Rite Aid and Walgreen’s. • Supervised an analyst.• Increased drug content production by 280%, scored above average in number of total hits, average users, and average companies accessing the content as compared to both Global and US total content. Scored 3 of top 20 most popular 2012 content pieces.• Assumed responsibility for completion of the Know Your Space 2012 report, which involved trending the data, editing, marketing and commercializing the value of the report. Worked with CROSSMARK and the KR Custom and Applied team on the report and trade marketing. Developed +$20,000 in report value.• Assisted in the closure of CVS’s and Rite Aid’s syndicated contracts, developed proposals with Custom as well as participated on several large custom research projects, and added over $100,000 in incremental revenue. -
Director Of Account ManagementRetail Optimization, Inc. Aug 2007 - Jan 2012New Haven, Ct, UsRetail Optimization, Inc. (ROI) is a rapidly growing New Haven, CT based startup supported by Connecticut Innovations Inc. ROI’s revolutionary technology optimizes the consumer shopping experience, while maximizing the profitability of brick and mortar retail stores. Comprised of long-standing industry experts, ROI’s mission is to provide process improvement and software tools that scientifically balance Inventory investment against consumer demand and in-store spatial realities to optimize each store’s assortment and space requirements.• Managed all customer relationships and training activities. • Generated new business by leveraging existing relationships and managing a lead-generation resource.• Negotiated contracts with key customers and expanded pilot/project relationships for values over $300,000.• Supported company growth initiatives with venture capitalists, interested acquirers, and strategic partners. -
Sr. Account ManagerRetail Optimization, Inc. Mar 2009 - Oct 2010New Haven, Ct, Us• Managed largest customer with +$1M contract.• Developed communication schedule with customer to maintain and improve customer service.• Used knowledge of tool, data, and the customer to suggest customizations, and efficiencies to speed development and execution.• Increased store modeling production from 1 store/month to 40 stores/month to meet customer target timelines.
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Business Development ConsultantRetail Optimization, Inc. Aug 2007 - Mar 2009New Haven, Ct, Us• Used proprietary optimization tool to run analyses for customers.• Analyzed POS, space, loyalty, and syndicated data sources to assure results were consistent with customer strategy and optimization objectives.• Assisted in moving pilots or projects into paying customer relationships.
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National Account AssociateChattem, Inc. Jan 2006 - Jun 2007Chattanooga, Tn, Us• Analyzed POS, customer data, and Nielsen information to create presentations for category reviews and new items.• Managed trade funds, balancing about $100MM volume.• Developed relationships with 13 category managers at CVS and 7 CM’s at Target.• Increased distribution of Bullfrog sunscreen 40% at CVS, increasing penetration of brand into FL, TX, and CA.• Partnered with 3rd party brokers and distributers to secure displays throughout CVS resulting in a 250% increase in Bullfrog sales.• Initiated relationships with competitors for unique promotional opportunities like Bayer and Kimberly Clark for Arthritis Month.• Won Circle of Achievement for 2006 efforts at CVS and Target, achieving 108% to quota; finished Q2 2007 at 104% to quota. -
Business Analyst On-Site At CvsCoty Inc Feb 2005 - Sep 2005Amsterdam, North Holland, Nl• Developed templates and dynamic reports to help analyze the fragrance and skincare categories.• Met weekly with DMM of Beauty and Category Manager for strategic planning and development.• Used Microstrategies to pull Extra Care data as well as POS, overlaid IRI data for assortment decisions. -
Retail Operations ManagerNestle Purina May 2001 - Jan 2005St. Louis, Mo, Us• Created innovative retail plans to enhance consumer excitement and “shoppability” in aisle through consumer insights, account data, Nielsen, and days of supply perspective.• Partnered with Retail Development Leaders to broaden relationship with brokerage company and drive customer sales growth through efficient monthly priorities.• Recommended opportunities for retailers to grow their pet business utilizing Nielsen research, account data, Spectra and perimeter programs such as end caps and aisle signage packages.• Continued leadership in software knowledge and applications through scheduling trainings and mentorship visits. -
Shelf AnalystNestle Purina 2001 - 2003St. Louis, Mo, Us• Ensured distribution of all new items on customer schematics and planogram optimization.• Identified opportunities for share growth in SKU assortment, working in conjunction with Business Analysts.• Trained associates on space management software and its use in customer presentations.• Earned a Spirit Award and Tim McDonald Memorial Award for leadership and performance excellence.
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Retail Sales RepresentativeNestle Purina May 2001 - May 2002St. Louis, Mo, Us• Maintained relationships with over 100 accounts in mass, grocery, and pet specialty, ensuring 95% distribution.• Enhanced promotional programs with incremental volumes at store level.• Developed sales incentive plans for stores to promote NPPC brands.
Rachel Hronek Skills
Retail
Merchandising
Analytics
Account Management
Start Ups
Leadership
Shopper Marketing
Customer Insight
Consumer Products
Data Analysis
Process Improvement
Fmcg
Grocery
Competitive Analysis
Nielsen
Trade Marketing
Categorization
Forecasting
Key Account Development
Market Research
Crm
Product Development
Business Development
Segmentation
Cross Functional Team Leadership
Strategy
Management
Analysis
Project Management
Market Analysis
Marketing Strategy
Rachel Hronek Education Details
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Weatherhead School Of Management At Case Western Reserve UniversityExecutive Mba -
Miami UniversityMinor In Mis And International Business
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New England Institute Of ArtCertificate Of Residential Interior Design
Frequently Asked Questions about Rachel Hronek
What company does Rachel Hronek work for?
Rachel Hronek works for Jda Software
What is Rachel Hronek's role at the current company?
Rachel Hronek's current role is Sr Director of Customer Retention.
What is Rachel Hronek's email address?
Rachel Hronek's email address is rh****@****zon.net
What is Rachel Hronek's direct phone number?
Rachel Hronek's direct phone number is +161757*****
What schools did Rachel Hronek attend?
Rachel Hronek attended Weatherhead School Of Management At Case Western Reserve University, Miami University, New England Institute Of Art.
What are some of Rachel Hronek's interests?
Rachel Hronek has interest in Cooking, Skiing, Economic Empowerment, Real Estate, Traveling, Dogs, Fitness, Interior Decorating, Animal Welfare, Wine.
What skills is Rachel Hronek known for?
Rachel Hronek has skills like Retail, Merchandising, Analytics, Account Management, Start Ups, Leadership, Shopper Marketing, Customer Insight, Consumer Products, Data Analysis, Process Improvement, Fmcg.
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