Jenna MacKen
Senior Customer Success Manager, Team Lead @Optix
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WORK HISTORY
Senior Customer Success Manager, Team Lead @Optix
Vancouver, BC, CA
Client Onboarding, Education & Enablement•Manage the entire onboarding lifecycle of clients, from group onboarding, to 1:1 advisory calls, and ensuring successful implementation and launch of the software for each client\'s unique business•Design and create learning content and strategy for onboarding programs and ongoing product adoption•Host and facilitate live webinars with both technical and strategic education for how to maximize new product featuresProduct Management•Collect, analyze and present client experience and product adoption data to CEO & CPO quarterly to ensure the product roadmap is aligned with client feedback and needs•Lead product betas, which includes collaboration with CPO to actively redesign features alongside the constant collection of client feedback and adoption data•Collaborate with the Marketing and Sales departments to shape value propositions for new features based on utilization & adoptionClient Engagement & Relationship Management•Develop ongoing and meaningful relationships with clients both in person and virtually, and across global markets•Manage all Enterprise-level Accounts and help to ensure successful product adoption•Manage renewal, expansion and churn conversations with all clientsCustomer Advocacy & Marketing•Capture strategic customer success stories to drive brand awareness, retention, and acquisition•Collaborate with Marketing to establish product value propositions and create curated content for Sales and CS initiatives•Facilitate and design live webinars with clients and industry guest speakers to target leads and increase client engagementCustomer Success Strategy•Manage and scale the CS function, supporting team growth and initiatives•Coach and manage the performance of CS Team members•Design and manage all internal operations and processes within our Support Desk (Intercom), CRM (Hubspot), and Product Management Tools (Jira, Confluence, Productboard, Grafana)
EDUCATION
British Columbia Institute of Technology
Associate Certificate, Event Planning & Project Management
The University of British Columbia
Bachelor of Arts - BA, Business & Sociology
University of Wollongong
Sociology
Landmark
Landmark Forum, Advanced Course
Memorial University, Newfoundland and Labrador
Master of Employment Relations, Business Administration and Social Sciences
ABOUT JENNA MACKEN
Hey there! TLDR: I\'m inspired to make work more human, and relationships more meaningful. This goal is the north star in my current work, how I work with clients, manage my team, fill my time after work, and the types of conversations I love having most. With over 10 years of experience in HR and Operations – developing strategies, optimizing systems and processes – I understand the power of effective HR leadership and what it really means to build a healthy, positive and thriving workplace. While I love transforming and designing operational systems, I’m most proud of the relationships I have developed with my teams, clients and company partners. Knowing that I help create purpose and clarity in the lives of those I coach and work with is part of the legacy I strive to create. My leadership style is often described as positive, energetic and empathetic. I put people first, and lead with curiosity, open feedback, and accountability. I aim to lead personal and collaborative projects with the same perspective. Having completed my master’s research in workplace culture and employee mental health, I am SUPER passionate about using my skills, education and perspective of work to improve the mental well-being of our workforce and workers\' psychosocial safety. When we prioritize our mental health, the future of work looks different! Interested in connecting? I\'m big on chats about Coaching and Leadership, the Future of Work, Workplace Culture and Trends, Coworking and Mental Health. Don\'t hesitate to drop me a note on any of these topics or something else interesting to YOU! I always appreciate learning something new. 🤓 In case there was ever a trivia category about me here\'s a few facts: Having visited 30 countries by 30 I am inspired by a goal to visit 50 by 50! I\'m a fitness enthusiast with over 15 years of team sport and indoor spin coaching experience. I have a deep appreciation for moving our bodies, and a passion for creating positive, motivational, and healthy environments. I have volunteered with multiple mental health organizations, and am passionate about empowering children to develop healthy perspectives of themselves.
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