Customer Success Manager

Everett Jenkins

510-***-**** ad5r7j@r.postjobfree.com Sacramento, California

www.linkedin.com/in/everett-jenkins/

SUMMARY

Accomplished professional with 18 years of experience in customer success and account management. Proven track record in strategic relationship building, project management, and delivering superior client service. Passionate about client retention and continuous improvement, seeking to leverage skills as a Client Success Manager at NTT America Solutions, Inc. WORK EXPERIENCE

Sandata Technologies Hicksville, NY

Technical Account Manager Jan 2023 - Present

Led the implementation of California's Electronic Visit Verification (CalEVV) program, ensuring seamless system integration and effective stakeholder alignment, impacting over 200,000 users. Conducted over 200 client meetings to foster open communication, resulting in a 95% client satisfaction rating and solidifying long-term partnerships. Established robust project management frameworks, ensuring that 90% of projects were delivered on time and within budget.

Recommended and implemented process improvements resulting in a 25% increase in operational efficiency and cost savings of $100,000 annually.

Developed and maintained key support systems, enhancing technology systems and knowledge management practices, leading to a 30% improvement in service delivery. WellSky Sacramento, CA

Integrations Manager Mar 2019 - Nov 2022

Directed the integration of 15+ external partner products into the ClearCare platform, expanding capabilities and driving a 22% increase in partner revenue. Designed and deployed advanced API integrations, reducing background check turnaround times by 60%, significantly improving user experience and operational efficiency. Led the integration of World Pay and WOTC programs, resulting in a 35% increase in transaction success rates and streamlined tax credit processes. Managed the integration of multi-state Medicaid Billing/EVV systems, ensuring 100% compliance with diverse regulatory requirements.

Mentored and developed a team of 8 integration specialists, fostering professional growth and increasing team productivity by 25%.

ClearCare Inc San Francisco, CA

Senior Customer Success Manager Aug 2014 - Mar 2019 Pioneered customer success initiatives that improved engagement metrics by 35%, resulting in increased product adoption and customer loyalty.

Supervised a team of 12 customer support professionals, implementing data-driven strategies that reduced issue resolution times by 40% and improved customer satisfaction scores by 28%. Developed and implemented strategic KPI monitoring processes, enabling proactive identification and resolution of customer issues, reducing churn by 18%. Managed a portfolio of 50+ strategic accounts, closing deals that contributed to a 25% growth in account revenue and securing $12M in annual recurring revenue (ARR). Achieved an industry-leading 98% retention rate for high-value accounts, reinforcing customer loyalty and advocacy through exceptional service.

Yapstone Walnut Creek, CA

Account Manager Feb 2012 - Jul 2014

Established collaborative partnerships with 8 internal teams, streamlining workflows and improving service delivery efficiency by 30%.

Successfully resolved over 500 service requests annually, retaining 97% of customers through tailored solutions and exceptional support.

De-escalated 75% of challenging customer interactions, preserving revenue and fostering long-term customer relationships.

Optimized reporting processes, ensuring 100% on-time delivery of initiative progress reports to stakeholders.

Drove business development by sourcing and integrating 8 new products, surpassing sales objectives by 28% and expanding the company's market reach.

CostULess Insurance El Cerrito, CA

Insurance Broker Nov 2006 - Feb 2012

Boosted sales performance by 30% through the successful execution of cross-selling and upselling techniques, optimizing revenue streams from current clients Exceeded monthly sales targets to generate over $1M in annual premium revenue, showcasing exceptional sales performance

EDUCATION

University of California - Davis Davis, CA

Bachelor of Science, Computer Science

Sep 2006

SKILLS

Interpersonal Skills Defect Management Presentation Skills User Acceptance Testing (UAT) Technical Documentation SQL Cross-functional Collaboration Problem Solving Self-Starter Excel Cloud Computing Verbal Communication

Critical Thinking Microsoft Office Written Communication

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