James Jensen

Global Director Customer Success and Sustainment @Enablon

Executive lead in developing and executing a global cross-functional and multi-national customer success program for complex Fortune companies. Modernizing and scaling the Voice of the Customer with NPS and key metrics to measure customer experience through the customer lifecycle journey. Regularly performing customer segment analysis and reporting key operational metrics to guide intelligence strategies across all products and suite offerings. • Pioneered strategy to measure customer engagement at critical engagement points across the journey; implemented Net Promoter Score® (NPS) program.• Increased customer loyalty and expansion in key accounts leading to largest company TCV contract. • Led key process improvement objectives that spanned Sales, Product, R&D/Engineering, Partner, Sustainment, Marketing, and Services teams.