Genci Jani
Calgary,Alberta
Summary
In my current role as Director of Customer Success, I work in a fast paced, successful tech (start-up) environment. The skills that help me to lead my team with excellence and that have followed me through my career are relationship building, critical thinking and good communication. These have been a huge asset in my success dealing with my team and to the satisfaction of my customers.
Overview
16
16
years of professional experience
Work History
Director of Customer Success
CostCertified
Calgary, AB
06.2021 - 01.2024
- Led the development of a customer success strategy to increase retention by 80%.
- Coached, developed and motivated team to achieve revenue goals.
- Lead a team of 25 CSMs in two different locations (Calgary and Capetown, South Africa).
- Created processes to track team capacity and efficiencies. I was successful in increasing efficiencies by 50%.
- Created CSAT surveys and maintained a 80% satisfaction score.
- Work with other Department Heads to ensure customer needs and growth goals are met.
- Represent the voice of the customer to help shape the future roadmap of CostCertified.
- Hiring and overseeing training of CSMs.
- Collaborated with the marketing department in creating promotional videos and case studies highlighting our customer's success.
Managing Partner
Home Instead Inc.
Calgary, AB
05.2017 - 04.2021
- Reviewed daily and overall financials to ensure profitability.
- Developed and implemented process improvements and key business procedures.
- Maintained loyal client base by establishing trusting alliances and fair billing practices.
- Created Google Adwords campaigns that increased revenue by 50%.
- Drove development of brand identity, tone and guidelines to maximize marketing initiatives.\
- Approach
Key Accounts Manager
Insuremy Inc.
Calgary, Alberta
04.2012 - 05.2017
- Promoted customer retention by using exceptional interpersonal skills.
- Managed key enterprise account with responsibility for sales, contracts, negotiations and reporting.
- Identified new business opportunities and leads for key clients.
- Created a trusting environment that fosters sales and customer retention.
- Promoted retention of existing customers by building strong relationships and provided quality customer service
- Developed growth plans by identifying key clients, key targets and priority service lines.
Project Manager
Foothills Land
Calgary, Alberta
03.2008 - 03.2012
- Provided monthly or weekly development reports to clients.
- Provided necessary coordination and planning for the contractors.
- Organized cost control with required payroll management.
- Ensure the entire project finish on due time and budget.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
Education
Bachelor of Science - Commerce and Business Administration
University of Calgary
Calgary, AB05.2007
Skills
- Detail-Oriented
- Performance Evaluations
- Decision Making
- Problem-Solving
- Customer Service
- Time Management
- Relationship Building
- Good Communicator
Timeline
Director of Customer Success
CostCertified
06.2021 - 01.2024
Managing Partner
Home Instead Inc.
05.2017 - 04.2021
Key Accounts Manager
Insuremy Inc.
04.2012 - 05.2017
Project Manager
Foothills Land
03.2008 - 03.2012
Bachelor of Science - Commerce and Business Administration
University of Calgary
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