Derrek Jennings
Vice President, Support @Peoplefluent
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WORK HISTORY
Vice President, Support @Peoplefluent
Lead customer support teams across 7 product lines (HCM software) and 3 geographical regions in support of 100s of multi-national customers• Increased and maintained a 98% customer satisfaction rate helping drive renewals for $36 million in ARR during a period of operational restructuring• Developed and implemented automation improvements between internal teams, tools, and support ticketing systems, significantly reducing administrative overhead and enhancing customer satisfaction by expediting updates on completed work• Streamlined and standardized job descriptions across multiple product lines, consolidating eight disparate titles into three comprehensive roles with varying skill and experience levels • Developed and implemented a robust support forecasting process utilizing historical data to predict customer ticket trends, enhancing resource planning for future customer support needs• Developed and implemented a systematic process for capturing At Risk customer data, collaborating with the Customer Success Management (CSM) team to refine reporting and mitigate potential customer churn
EDUCATION
Saint Mary's University
Bachelor of Commerce (BCom)
SKILLS
ABOUT DERREK JENNINGS
An analytical leader in the SaaS industry who can investigate and synthesize factual results to drive actions taken by staff and customers. Works well in a fast-paced environment with a sense of urgency, while utilizing strategic thinking and cross-organizational collaboration to drive customer satisfaction. Committed to fostering a culture of accountability, continuous learning, and customer-centric service.
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