Shannon Jones
Executive Director, Client Success @21stcenturyed
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WORK HISTORY
Executive Director, Client Success @21stcenturyed
Start-up •Built and scaled the Client Success department from the ground up, designing frameworks and processes that drive impact, retention, and scalability across SaaS/EdTech environments.Created cross-functional workflows to align Sales, Product, and Onboarding, improving communication, accountability, and customer alignment.Integrated automation and process improvements to reduce manual work across departments, enabling a more seamless and scalable client experience.Re-engaged at-risk and churned clients, developing strategies that improved retention and increased account reactivation.Partnered with executive leadership to align Client Success with organizational goals, ensuring customer outcomes directly supported growth and expansion.
EDUCATION
University of Miami
Doctor of Education - EdD, Applied Learning Sciences
UCF College of Business
Bachelor of Science - BS, Business Administration
University of West Florida
Education Specialist, Curriculum and Instruction
University of West Florida
Human Performance Technology Certificate
Purdue Global
Master of Business Administration - MBA
Purdue Global
Master's degree, Public Administration
SKILLS
ABOUT SHANNON JONES
I’m a Customer Success leader who turns complexity into clarity and teams into catalysts…
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