Janelle Richey

About Janelle Richey

Customer Relationship Management *HCM/SaaS Technology *Benefits Plan…

Experience

1. Customer Success Manager

   Progress Software

   Oct 2019 — Present

   Primary point of contact for strategic Enterprise Customers and/or Partners to help them see and create the value they are aspiring to achieve, through successful onboarding and adoption of Progress products and future growth. Responsible for fostering a positive customer experience and ensuring satisfaction, resulting in increased revenue, decreased churn & retention.*Act as trusted advisor for customers to develop and enhance relationships with key stakeholders.*Lead customers through post-sales journey with a focus on product adoption, customer\'s business goals and key initiatives.*Partner with internal subject matter experts to communicate complex technical concepts to audiences at all levels within an organization *Understand the business challenges customers are looking to solve and craft, prescribe, and help to drive solutions to meet those challenges.*Work with internal resources to coordinate/facilitate demos, workshops, and training sessions to educate customers on current features/capabilities.*Maintain a repository of critical information and feedback captured through customer interactions for product improvement to provide to the product, technical support, marketing, and sales teams.*Consult with customers on best practices to increase value and ROI and gain an understanding of their definition of success.*Create opportunities for reference accounts among assigned customers.*Hold quarterly internal account reviews to discuss status of the product(s), technical challenges or future adoption of additional features.*Report monthly on what\'s completed from last review sessions, and any outstanding items and/or additional items.*Monitor customer health and rank ordering by likelihood to upgrade to current versions.*Conduct site visits as needed to build strong relationships with key stakeholders and executives.*Partner with Account Manager to help close additional sales by identifying opportunities to increase Progress licensing.

Skills

• Business Development
• Health & Welfare Administration
• Leadership
• Team Building
• Project Management
• Operations Management
• Call Center
• Outsourcing
• Business Process Outsourcing (Bpo)
• Process Improvement
• Performance Improvement
• Account Management
• Vendor Management
• Call Centers
• Employee Management
• Business Process Improvement
• Payroll
• Bpo
• Contact Centers
• Management
• Crm
• Employee Benefits
• Business Process
• Payroll Operations
• Human Resources
• Business Analysis
• Customer Relationship Management (Crm)
• Manage Client Relationships
• Customer Service