Jacklyne Nguyen
- Role
- Customer Success Manager at Apple
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
Experience
Customer Success Manager
Nov 2021 — Present · Austin, TX, US
Customer Success Manager at Apple | Managing 43 EDU accounts with strategic oversight, operational planning, and proactive support. Experienced in Apple hardware service programs (SSA, LTSA, LTSA+API, AASP, GSX), driving program launches, cross-functional initiatives, and operational efficiency to enhance customer satisfaction and retention- Manage a portfolio of 43 EDU enterprise customers, providing strategic account oversight, operational planning, and proactive case management to drive satisfaction and retention- Serve as a subject matter expert in Apple hardware service and support strategies, including SSA, LTSA, LTSA+API, AASP, and GSX- Spearheaded the implementation of the LTSA+API program across the U.S. and supported expansion into Canada, closing a critical operational gap for EDU customers- Led the successful launch of the One-to-Many program, aligning AppleCare ACOS guidelines with EDU customer needs to improve scalability and consistency- Partner with Engineering, Programs, and Repair teams to resolve complex hardware service challenges and improve operational efficiency- Conduct annual program audits and performance reviews, analyzing metrics to inform renewal, optimization, or termination decisions.
Skills
- Cloud Computing
- Sales Management
- Crm
- Enterprise Software
- Customer Satisfaction
- Key Account Management
- Sales Operations
- Account Management
- Forecasting
- New Business Development
- Product Marketing
- Direct Sales
- Selling
- Program Management
- P&L Management
- Channel Partners
- Salesforce.com
- Sales Process
- Channel
- International Sales
- Product Management
- Strategic Partnerships
- Management
- Solution Selling
- Negotiation
- Retail
- B2b
- Training
- Pricing
- Start-Ups
- Go-to-Market Strategy
- Leadership
- Saas
- Cross-Functional Team Leadership
- Product Lifecycle Management
- Strategy
- Product Launch
- Demand Generation
- Business Development
- Sales
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