JENNIFER M. ARENA

E Derry, NH 781-***-**** adz43m@r.postjobfree.com linkedin.com/in/jenniferarena022015

PROFILE

Business Development I Customer Success Account Manager who provides world-class support and ensures exceptional customer experiences for large organizations and corporate clients. Expertise in identifying pain points, proposing and implementing scalable solutions, and formulating customer support policies. Strategic thinker dedicated to improving efficiency and scalability while creating positive brand experiences to drive company expansion and reduce customer churn. Proficient in coaching team members, identifying process gaps, and providing innovative solutions.

EXPERTISE

World-Class Customer Support

Customer Experience Management

Customer Success

Overachieve Revenue Goals

Customer Churn Reduction

Key Account Management

Territory Growth & Management

Business Development

Revenue Growth

Client Relations Management

Consultative Sales Leadership

Project Leadership

Data & Metrics

Lead Generation

Process Optimization

Team Coaching & Leadership

Contract Negotiations

Strategic Partnerships

EXPERIENCE

Yankee Alliance Andover, MA

Member Success Manager (Sep 2022 to Feb 2023): Represented the member services team of this GPO and engaged with member hospitals’ supply chain, value analysis, and finance teams. Conducted proactive account management, ensuring each member’s experience was continuously above-par, held weekly and monthly meetings both internally with analytics, pharmacy, nursing and IT departments and externally with sister-GPOs as well as members to assess planned capital expenditures, and coached them to identify usage and savings opportunities on multi-year contracts. Provided remote customer service and oversaw the proper implementation of contracts, services, and programs. Maximized savings and contract utilization while driving strong member satisfaction and strengthening connections between member hospitals and Yankee Alliance.

Integrally contributed to the team that facilitated a $1M staffing reduction for VIP member hospital, by negotiating a lower rate through a sister organization and introducing member to a new vendor.

Designated as chief liaison and project manager for members, coordinating internal collaboration and coordination with key stakeholders to ensure the timely achievement of project milestones.

Issued recommendations aligning with industry best practices in supply chain management, while continually improving internal reporting, tools, and services to our members.

HealthPlus Group / BluePrint Healthcare North Andover, MA

Marketing & Business Development Manager (Apr 2020 to Jul 2021): Established the organization's first formal marketing and business development functions, introducing BluePrint Healthcare Medical Directorship and teams of PAs and NPs to health and behavioral health facilities throughout the region. Served as principal strategist driving integrated multi-channel marketing, new customer acquisition, regional business expansion, growth positioning, and rebranding initiatives. Managed the full integrated marketing cycle for 3 lines of business including traditional, digital, and integrated marketing activities, writing and delivering content across social media platforms.

Signed 40+ new skilled nursing and assisted living facilities during the peak of COVID, meeting the demand for additional medical directors, PAs and NPs as well as new or expanded telemedicine programs.

Presented to Directors of Nursing and Chief Administrators, showcasing BluePrint Healthcare’s benefits, securing contracts, collaboratively onboarding physicians and clinicians.

Directed and orchestrated grand openings for two new HealthPlus urgent care facilities, creating new logo for backlit marquis signage, designing and placing advertisements in local publications as well as across multiple social media platforms, engaged nurses at local K-12 schools, designed and coordinated multiple direct mail campaigns, wrote advertorials for high-end publications, engaging local town administrators, chamber of commerce personnel, and local selectmen for both grand openings.

Steered organizational rebranding from Blueprint Health to Healthplus, collaboratively reimagining the corporate image, marketing materials, advertising, logo, website, and action plans for all 3 lines of businesses. Hired and managed photographer, graphic designers, digital media and SEO teams.

Thompson Habib Dennison Lincoln, MA

Donor Ambassador (Dec 2018 to Feb 2020): Raised $1.5M+ by engaging with mid-tier donors such as the USO and Feeding America to encourage giving and stewardship. Articulated strategy to convert the mid-tier into legacy donors. Served as the trusted point of contact for donors for all inquiries and fundraising. Focusing primarily on relationship management, converted 6 USO and Feeding America mid-level donors. Utilized Salesforce and Raiser's Edge.

Expertaste Marketing Michele & Co. Lincoln, MA

Lead Brand Ambassador (Apr 2017 to Nov 2022): Principally guided field marketing, branding, advocacy, and client relations for craft beer and premium wines/spirits. Named corporate representative for 100+ national demonstrations and events for Wegmans and Total Wine Stores. Directed 5+ cross-functional employees. Gathered customer feedback on products and provided data-driven insights to deliver to clients and senior leadership.

Independent Outdoor Network Wallingford, CT

Account Executive, Outside Advertising Sales (Feb 2015 to Feb 2016): Generated $2M+ in annual revenue, cultivating new business for digital and static billboards in MA and CT, by executing 10+ on-site presentations weekly to regional and national prospective clients, structuring and securing contracts, and conducting client relationship management. Accelerated lead generation, prospecting, and pipeline development of key decision-makers, marketing leaders, advertising agencies, and business owners. Coordinated design and delivery of custom marketing materials.

Northeast Contracting Solutions, Inc. (NCS) North Andover, MA

Director, Commercial Accounts (Oct 2013 to Nov 2015): Reignited the NCS brand, by conceptualizing and executing strategic marketing and advertising initiatives that proved instrumental to capturing $2M in newly-acquired capital improvement and facility maintenance contracts. Identified and selected contractors across all the trades, and conducted relationship management with them as well as with executives and operations directors of 80+ industrial/commercial facilities. Scope encompassed commercial account management, full life cycle project management, and contract negotiations.

Medcenter Display Brentwood, TN

Director, Digital Media Solutions, Northeast Region (Nov 2012 to Jun 2013): Generated $4M+ in new business

selling flat-screen TVs to hospitals for high-traffic, public areas.

EDUCATION

Bachelor of Science (BS) Degree, Communications & Public Relations

Salem State University Salem, MA

CERTIFICATIONS

Digital Marketing Association’s Professional Certificate in Digital Marketing

HubSpot Certification

SEM Certification

Google Analytics Certification

LEADERSHIP

Big Sister, Big Brother/ Big Sister of New Hampshire 2004 to Present

Hospice Volunteer, Compassionate Care Hospice 2013 to 2015

Board of Directors Member & Running Coach, Girls on the Run New Hampshire 2004 to 2009

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