Spenzena Jones

About Spenzena Jones

Solid track record of success in ensuring that all client objectives are met or exceeded by continuously interacting with the customer and internal leadership to fine tune the customer experience. Dramatically improves customer quality results by analyzing and re-designing processes as appropriate to optimize all service delivery metrics. Swiftly comprehends the “Big Picture” and develops detailed action plans for successful project rollout. Superior communicator, readily distills the most complex of materials into easily-understood, compelling presentations. Core competencies: • Win-Win Negotiator • Customer Management • Tireless Work Ethic • Total Customer Focus • Proposal Preparation • Business Analysis • Project Management • “Go-to-Market” Plans • Excellent People Skills

Experience

1. Enterprise Customer Success Manager

   RingCentral

   Dec 2019 — Present

   Develop strong customer relationships with C-suite and Business Decision Makers and serve in the role of a trusted partner.• Proactively drive adoption across multiple product technology stack to ensure customers are maximizing ROI.• Ensure customer satisfaction: facilitate QBRs, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter.• Mitigate churn risk and protect portfolio MRR growth – average MRR 1.1M.• Project Management - quarterback internal and external initiatives.• Act as sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationship to better support enterprise customers.• Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.• Execute and build out an Adoption strategy for RingCentral App, RingCentral Video, and RingCentral Contact Center along side NICE CXone through consistent weekly, bi-weekly or monthly business reviews to have a proactive approach with the assigned account base.

Education

• Healthcare Reform Center & Policy Institute

  Certified Healthcare Reform Specialist (CHRS)

• Villanova University

  Essential of Project Management