JENNIFER AGNEW
Toronto,ON
Summary
A Customer Success enthusiast, passionate about driving customer growth, retention adoption aiming to provide exceptional service and innovative solutions. My goal is to contribute to a mission-driven company committed to making a positive impact in the community, hoping to help both my employer and our customers find success.
Overview
12
12
years of professional experience
Work History
Manager, Customer Success Management
A.K.A raisin
03.2023 - Current
- Primary responsibilities include, but are not limited to: Managing a portfolio of Enterprise Clients, empowering their adoption and use of the software
- Leading a team of 6 CMS's as their direct report on all day-to-day activities, projects and client accounts
- Guides clients through renewals or churns
- Focuses on client growth and adoption of product to best suite their needs
- Responsible for onboarding of new team members
- Direct Report to COO for daily account updates, client & team related
- Support for Business Development Team on ICP and technical knowledge during sales cycle
- Continuing to develop processes and strategies for internal operations as well as product and client relations
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
Associate Account Director
A.K.A raisin
03.2019 - 03.2023
- Managing a portfolio of 45+ clients, assisting them with building their fundraising strategy & campaigns using a SaaS Platform
- Managing a team of 6 Account Coordinators as their direct report on several projects
- Onboarding of new clients, managing contracts, trainings, and account set up
- Responsible for onboarding of new team members
- Direct Report to CEO for daily account updates, client & team related
- Maintaining client relations & retention processes with weekly updates
- Continuing to develop processes and strategies for internal operations as well as product and client relations
- Technical and account support as required by web and in-person trainings on all aspects of the software, customized websites (HTML/CSS, CMS tools, Photoshop), provided prompt customer service, as well as constant feedback.
Digital Account Manager
A.K.A raisin
03.2017 - 03.2019
- Managing a portfolio of 45+ clients, assisting them with building their fundraising strategy & campaigns using our online SaaS Platform
- Business Development within client database - upselling current accounts and adding new features and products
- Establishing and building a strong client relationship, increasing trust and loyalty with our company and product
- Ensuring client success in building and managing fundraising websites
- Website technical and development support as required
- Lead web and in-person trainings on all aspects of the software.
Senior Event Coordinator
Managing Matters
02.2016 - 11.2016
- Manager of corporate and social events for a variety of association based clients
- Coordinated all logistical Coordination (transportation, accommodation, food & beverage, audio visual, décor and entertainment) for client events
- Developed themes, concepts and marketing materials for new and innovative annual client events
- Oversees budgets and works closely with the client and accounting to stay within financial guidelines
- Creates critical paths and marketing plans to keep the management and promotion of the event on track.
Event Account Manager
Solutions with Impact
09.2015 - 12.2015
- Managed a portfolio of accounts of new and recurring clients
- Built creative new strategies to multi-day events for returned participation
- Managed numerous social media platforms and accounts, along with the development of websites to increase visibility while implementing marketing strategies and trends
- Creation of sponsorship package development, pursuit of speakers and sponsors
- Planned and executed large scale non for profit events across North America.
Project Assistant
Yellow House Events
10.2012 - 04.2015
- Oversaw and conducted full service operations including AV production, F&B management, promotional staff hiring and brand training, scheduling, support material preparation, invoice reconciliation and financial reporting, creative design and sponsorship
- Presented directors, CEOs and CFOs with trending ideas to enhance their activations/events and allow their brand to continue to shine as an innovative leader amongst their competitors
- Managed, planned and executed a cross North American marketing campaign and product launch events
- Planned and coordinated event, marketing and communications plans to meet strategic priorities of our brands; created, managed and maintained project budgets, concept decks, critical paths, and production logistics
- Scheduled and attended brainstorm meetings with clients to discuss decor, food, and venue ideas.
Education
Continuing Education Graphic Design Certificate Program -
George Brown College
01.2015
Film & Broadcasting Diploma -
Centennial College, School of Media Studies
01.2007
Skills
- Team Leadership
- Customer Account Management
- Client Relations
- Customer Relationship Building
- Strategic Planning
- Training and mentoring
- Revenue Growth
- Strategic communications
References
Available upon request
Languages
English
Native or Bilingual
Timeline
Manager, Customer Success Management
A.K.A raisin
03.2023 - Current
Associate Account Director
A.K.A raisin
03.2019 - 03.2023
Digital Account Manager
A.K.A raisin
03.2017 - 03.2019
Senior Event Coordinator
Managing Matters
02.2016 - 11.2016
Event Account Manager
Solutions with Impact
09.2015 - 12.2015
Project Assistant
Yellow House Events
10.2012 - 04.2015
Continuing Education Graphic Design Certificate Program -
George Brown College
Film & Broadcasting Diploma -
Centennial College, School of Media Studies
Similar Profiles
Peter KostisPeter Kostis
Staff Member at TK Lounge A.K.A. Tampa KaraokeStaff Member at TK Lounge A.K.A. Tampa Karaoke
John N. FoxJohn N. Fox
Client Success Executive at Altera Healthcare (a.k.a – HBOC, McKesson, Allscripts and Altera Healthcare)Client Success Executive at Altera Healthcare (a.k.a – HBOC, McKesson, Allscripts and Altera Healthcare)
Tonya LegereTonya Legere
Restaurant Manager at Mastoran Corporation A.k.a Burger KingRestaurant Manager at Mastoran Corporation A.k.a Burger King
Agnes LubegaAgnes Lubega
Registered Nurse – Trauma Unit at Sunnybrook Health Sciences CentreRegistered Nurse – Trauma Unit at Sunnybrook Health Sciences Centre
Sinthuja VijayarajSinthuja Vijayaraj
Intern Waitress at Cibo Wine BarIntern Waitress at Cibo Wine Bar