Jolene Anderson
Vice President Client Success @O.C. Tanner
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WORK HISTORY
Vice President Client Success @O.C. Tanner
Salt Lake City, UT, US
EDUCATION
Westminster College
MBA
University of Utah
B.S.
SKILLS
ABOUT JOLENE ANDERSON
Dynamic Leader in Customer Success ManagementExtensive experience in overseeing Customer Success Management teams, excelling in managing associate and senior CSM positions, contracts administration and compliance, technology support, and global contact center operations. Skilled in leading multi-disciplinary teams, leadership teams of 12+ people, and downline teams of 90+. Proven track record in driving both internal and client strategies ensuring clients achieve their investment goals, fostering growth and client retention.Key Achievements:• Successfully managed major ($MM+) accounts, consistently delivering exceptional results including increased client investments, and multi-year contract renewals.• Implemented multiple disciplines that have driven customer satisfaction (c-sat) scores up year over year.• Envisioned and led the implementation of a formal leadership development program, sustaining its success over time.Core Competencies:• Customer service and success management• Contact Center management• Client health scorecard and strategic review creation• Client program governance, and policy maintenance• Contract and service agreement negotiation and management• Learning & development disciplines for onboarding, sustainment, and professional development.
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