Joi Wickes

About Joi Wickes

Accomplished, customer-facing Account leader leveraging strong CRM and customer success expertise to proactively support customer goals, accelerate the time to value, and drive revenue growth. Strategic and trusted partner, developing a deep understanding of the customer needs and business to enable successful onboarding, training, and account management and drive product adoption and expansion. Exceptional relationship builder, adept at influencing decision makers, collaborating with customers and stakeholders, and igniting cross-functional cooperation that contributes to team success. Passionate customer advocate with an entrepreneurial spirit complemented by excellent organization, time management, and communication. Thrives in fast-paced, dynamic environments. KEY AREAS OF EXPERIENCE Customer Success Onboarding Account & Client Management Training & Development Technology Implementation Product Adoption CRM Customer Retention Product Renewals HIGHLIGHT OF SKILLS Customer Service Leadership Product Knowledge Problem Solving Communication Relationship-building TECHNICAL PROFICIENCIES Salesforce, HubSpot, Wrike, Gainsight, Tableau, Lucid, Notion, Domo, Calendly, Slack, Certify, Concur, Intercom, Zoom Microsoft Office: Word, Excel, PowerPoint Google Drive Suite, Concur, Loom I am actively growing my network of industry professionals, colleagues, and alumni. Open to connecting for business opportunities and idea sharing. Connect with me: j••••••••@gmail.com

Experience

1. Customer Success Manager

   Gloo

   Aug 2020 — Present · Remote-Charlotte, NC

   Core Focus Manage the post-sales customer experience, including onboarding, training, and relationship management for B2B marketing and data analytics SaaS platform provider. Highlight of Contributions Cultivate and nurture relationships with church accounts and staff, including pastors and administrative teams Grow product adoption and utilization Conduct demos and product training Provide customer and user feedback to Product team Educate and upsell customers on new products within the platform Championed a hybrid onboarding approach for a more customer-focused engagement process Quarterly touchpoints Digital and personal outreach Collaborate with Sales, Enablement, Marketing, and Support teams Uncover incremental account expansion opportunities Position account for renewal

Education

• Sinclair Community College

  Associate's degree, Criminal Justice and Corrections

• Wilberforce University

  Bachelor of Science - BS, Organizational Management