Verified Expert in Finance
Management Consulting Expert
Jana has 10+ years of experience in the advertising and healthcare SaaS industries and expertise in operations, customer experience strategy, and marketing. She excels in driving customer adoption and retention by devising robust customer journeys and strategies, identifying customer needs, and developing operational processes that impact the top line. Jana's expertise in positioning products, steering go-to-market plans, and offering measurable solutions are part of her advanced skills.
Healthcare B2B: Bridging the Gap Between Product and Experience
Senior Director, Client Success
- Directed and implemented a complete organizational transformation within the customer success and operations, leading customer support, technical support, customer onboarding and training, and customer success departments' restructure and hiring.
- Grew customer satisfaction ratings by two points from Q3 to Q4 2022 by implementing tight feedback loops and follow-up processes for support teams.
- Implemented a customer success management platform to build an end-to-end customer journey, drive tech-touch customer outreach, and cut costs for full-time resources in the operations department by 30%.
Head of Customer Experience
- Leveraged strategic and leadership insights, directing the planning and development of a top-performing CX department from the ground up, leading customer service, customer onboarding, and customer success teams, and overseeing $20 million in ARR.
- Grew net customer retention by 30% year-over-year by implementing high-touch and tech-touch models for customer service and a voice of the customer program encompassing NPS and CSAT surveying.
- Played a key role in the new product launch of an eCommerce supplies shop, establishing SOPs for the customer journey, driving adoption and revenue via the platform, and achieving over $100 thousand of revenue in the first 60 days after launch.
- Drove 20% improvement in customer satisfaction ratings year-over-year by developing customer journeys and the customer experience strategy to create a single point of contact for customers.
Team Lead, Customer Success
- Directed the department's restructuring, proprietary SaaS platform, and new business model launch, successfully renewing 96% of customers with $5 million in ARR.
- Generated additional revenue streams by rolling out customer engagement plans across the department, leading to 24% of incremental income.
- Restructured, developed, and grew the customer success team by establishing a culture of accountability and mutual trust aligned with Dental Whale's core values.
- Promoted to head of customer experience at Dental Whale, overseeing all their businesses in January 2021.
Senior Account Executive
- Onboarded new agency clients in line with executed contracts and scope of work agreements to create a foundation for a long-term partnership.
- Managed large-scale, renowned company accounts, such as Advance America, LL Flooring, Michael's, and McDonald's.
- Devised paid media strategies across social and programmatic advertising. Supervised brand creative execution to meet previously established objectives for ongoing and new campaign exploratories.
Bachelor's Degree in Media Communications
University of Vienna - Vienna, Austria
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