Shelly Jarusiewicz

About Shelly Jarusiewicz

Highly accomplished Customer Success Manager with over 15 years of exceptional service in the technology space within Deloitte, specializing in relationship leadership and program management. Known for cultivating robust relationships with C-suite executives across the organization, driving customer-focused solutions while ensuring client satisfaction. Ability to bring the technology and business teams together and speak the same language.Selected Accomplishments:Customer Success Leadership – Increased NPS scores by 20% by creating relevant reports in Salesforce to track customer grievances and service teams’ next steps/progress.Service Management Initiatives: Streamlined service desk operations, by overhauling processes and putting KPIs in place to measure improvement. Increased resolution time by 45% at Level 0 by creating a robust knowledge base and increased local service desk training by mandating knowledge sharing sessions by service teams for support teams.Service Team Creation: Built and managed a global service team for a critical $500m audit initiative, fostering worldwide collaboration and improving software reliability by hosting peer group calls internationally and managing user testing sessions locally. Led the establishment and rollout of a 24/7 global support team, enabling seamless operation of audit applications across 150+ countries, managing a $500 million project.Global Deployment Implementation: Managed the global ITSM team during the transition to ServiceNow. Influential in ServiceNow design and global adoption by continually meeting with the teams affected by the change and raising their issues or providing training to increase comfort with ServiceNow.Client Support: Created ServiceNow dashboards to serve as focal points for daily, weekly and monthly meetings that created ownership of issues and allowed team members to provide on the spot updates for clients.

Experience

1. Senior Customer Success Manager

   Deloitte

   Jun 2018 — Present · Princeton, NJ, US

   Refine and build scalable customer engagement best practices and processes, and find opportunities to improve our CS operating model and tools.• Develop relationships at senior levels in our customer’s organizations that include executive sponsors, key business and IT collaborators, and project team leads.• Function as the escalation point for customer issues, work with other teams to develop solutions to problems, drive customer alignment, and be accountable for overall customer success.• Liaison for business, project and technical teams for service deployment and adoption during implementations of global services.• Rolled out a new website highlighting the capabilities and strengths of the team to drive adoption of the team’s services.• Championed organizational Innovation and Learning initiatives to actively promote learning and creative thinking within the team. Created Well-Being initiative within the immediate team. Contributing member of the Global Learning Council. Learning goals increased by 20% and met the annual goal 6 years in a row.

Education

• Rutgers University–New Brunswick

  Bachelor of Arts - BA