Transforming Businesses Through Data-Driven Solutions
I am a passionate Customer Success leader with a proven record of helping businesses achieve their objectives by leveraging valuable insights from data. As an adept manager and individual contributor of small and large teams, I have experience with start-up, growing, and scaled Customer Success programs. By focusing on success criteria, data-driven metrics, and strategic analysis, I enable organizations of all sizes to make informed decisions that drive growth and enhance performance. I am seeking a company with an excellent culture fit where I can continue to grow and contribute to shared success.
Key Skills
Data Analysis & Interpretation
Proficient in extracting meaningful insights from complex data sets and using statistical analysis to facilitate informed decision-making
Strategic Thinking
Skilled in the ability to develop long-term plans that align with customer goals and company objectives.
Problem Solving
Experienced in quickly identifying and resolving customer issues.
Communication & Presentation
Excellent communication and presentation skills, capable of effectively conveying information and insights to diverse audiences.
Tech Stack
Customer Success
Gainsight, Totango, Catalyst, Custify, ChurnZero, Vitally
Customer Support
Zoho, HelpScout, Jira, FreshDesk, ZenDesk
Project Management
Monday.com, ClickUp, SmartSheet, Trello, Asana
Product Analysis
FullStory, Pendo
Cloud Platforms
AWS, Azure, Google Cloud Platform
Analytics, Reporting & Feedback
SQL, Tableau, Power BI, Qualtrics, SurveyMonkey, Typeform
Collaboration & Communication
Slack, Confluence, Zoom, Teams, Loom
Performance Metrics
Time to Value (TTV)
30 days
Under my leadership and oversight, Customers quickly realize product value.
Upsell Rates
48%
Thorough understanding of Customer initiatives & dynamics enables successful upsell opportunities.
Adoption Rate
87%
Valuable product features are facilitated by optimized feedback loops and enhanced Voice of the Customer support.
Customer Sentiment Metrics
93%
Customer Satisfaction Score (CSAT)
89
Net Promoter Score
CS Leadership Metrics
2%
Churn
30%
Expansion Revenue
94%
Customer Retention
Case Study #1
1
DISCOVERY: Unearthing the Roadblocks
As a newly hired Customer Success Leader, it was my responsibility to ensure that our clients received the best possible experience with our B2B SaaS product. Upon reviewing the quarterly customer satisfaction reports, I noticed a troubling trend: a significant number of our enterprise clients were expressing dissatisfaction due to delays and inaccuracies in the delivery of our product updates. This issue was not only causing frustration among our clients but also leading to an increase in churn rate, especially among our high-value clients who relied heavily on our software for their daily operations.
To gain deeper insights, I initiated a series of in-depth interviews with key clients and conducted a thorough analysis of our support tickets and feedback forms. It became clear that the primary pain points were the unpredictable timing of updates and the introduction of bugs that disrupted their workflows. Clients felt that the lack of transparency and consistency in our update process was undermining their trust in our product.
2
CHALLENGE: Navigating the Storm
The discovery phase highlighted a critical challenge—identifying the root cause of the delivery issues and addressing them effectively. Initial investigations revealed that the delays and inaccuracies were primarily due to a lack of streamlined communication and coordination between our product development and customer success teams. The product development team was working in silos, often unaware of the specific needs and timelines of our clients. Furthermore, the process for rolling out updates was inconsistent, with varying levels of pre-release testing leading to the introduction of bugs and other issues in the new releases.
Another significant challenge was the absence of a robust feedback mechanism that would allow clients to report issues and provide suggestions for improvement. This lack of a structured feedback loop meant that our teams were often reactive rather than proactive in addressing client concerns. Additionally, the existing communication protocols between teams were inefficient, leading to delays in identifying and resolving issues.
3
PROPOSED SOLUTION: Crafting the Success Blueprint
To tackle these challenges head-on, I proposed a comprehensive and multifaceted solution:
- Implementation of a Cross-Functional Team: Understanding the importance of collaboration, I established a dedicated task force comprising members from the product development, customer success, and quality assurance teams. This cross-functional team was tasked with overseeing the end-to-end process of product updates. Regular meetings were scheduled to ensure alignment on priorities, timelines, and client expectations. This team approach fostered a sense of shared responsibility and accountability across departments.
- Introduction of a New Communication Protocol: Recognizing the need for better communication, we introduced a new communication procedure that included regular sync meetings and a shared project management tool. The tool, integrated with real-time update tracking features, allowed team members to stay informed about the progress of product updates. Issues could be flagged and addressed promptly, reducing delays and ensuring that everyone was on the same page.
- Enhanced Testing Framework: To address the inconsistencies in our update process, I spearheaded the development of a more robust testing framework. This new framework included comprehensive pre-release testing phases, incorporating both automated and manual testing procedures. Automated testing tools were implemented to quickly identify and rectify bugs, while manual testing ensured that updates met the specific needs and expectations of our clients. Additionally, we established a beta testing program, where selected clients could test updates before their official release and provide feedback.
- Customer Feedback Loop: To ensure continuous improvement and client satisfaction, we implemented a customer feedback loop. This system allowed clients to provide real-time feedback on new updates through an integrated feedback portal. The cross-functional team reviewed this feedback regularly, prioritizing issues and suggestions based on their impact and urgency. This proactive approach enabled us to address client concerns swiftly and enhance the overall quality of our updates.
4
IMPACT: The Ripple Effect of Success
The implementation of these solutions had a transformative impact on our operations and client satisfaction. Within the first two quarters, we achieved a 27% reduction in the time taken to deliver product updates. The enhanced testing framework led to a 52% decrease in the number of reported bugs, significantly improving the reliability and quality of our updates.
Customer satisfaction scores saw a notable improvement, increasing by 28% as clients appreciated the transparency, consistency, and responsiveness of our update process. The churn rate among high-value clients dropped significantly, as they regained trust in our product and felt confident in our commitment to their success.
Additionally, the new communication protocol and cross-functional team approach fostered a more collaborative and efficient working environment. Teams were no longer working in silos but were aligned on common goals and priorities. This cultural shift not only improved our internal processes but also contributed to the overall success and growth of the company.
This experience underpinned the importance of cross-functional collaboration, effective communication, and continuous improvement in driving customer success and operational excellence. By addressing the root causes of our challenges and implementing strategic solutions, we were able to enhance the client experience, boost satisfaction, and secure long-term loyalty from our high-value clients.
Case Study #2
Overcoming Cultural Barriers: Building a Cohesive International Team
Identifying the Challenge: The Nigerian logistics startup was experiencing rapid growth and had ambitious plans to expand into international markets, particularly the UK. However, the internal cross-functional teams were not yet equipped to handle the complexities of international operations and diverse customer needs. This resulted in high operational inefficiencies, cultural barriers affecting customer success, and a lack of standardized processes that hindered the company’s growth and international expansion efforts.
Strategic Vision and Roadmap: To address these challenges, the goal was to transform the startup’s cross-functional teams into a cohesive, efficient, and culturally competent unit capable of delivering exceptional customer success and supporting international expansion. The strategic vision involved bridging cultural gaps, standardizing processes, integrating advanced technology, expanding the team with specialized roles, and devising a comprehensive market entry strategy for the UK.
Key Initiatives:
- Cultural Competency Training: Extensive training programs were developed to enhance communication skills and bridge cultural gaps. These training sessions focused on cultural awareness, understanding different communication styles, and adhering to international customer service standards.
- Process Standardization: Standardized processes were created to ensure consistency and efficiency across all teams. This involved developing clear, documented procedures for logistics operations, customer success management, and cross-functional collaboration.
Streamlining Operations: Standardizing Processes for Efficiency
Turning Strategy into Action
To turn the strategic vision into reality, we first focused on cultural competency training. Workshops and training sessions were conducted to educate team members on cultural awareness, communication styles, and international customer service standards. These initiatives significantly reduced misunderstandings and improved customer interactions, which was reflected in the improvement of the Customer Satisfaction (CSAT) score from 65% to 88% within five months.
Next, we tackled process standardization. Clear, standardized processes for logistics operations, customer success, and cross-functional collaboration were established. This standardization minimized errors, improved efficiency, and ensured consistent service delivery across all departments. The result was a 25% reduction in delivery times and a 30% decrease in operational costs.
Leveraging Technology: Integrating Advanced Platforms
Key Initiatives
- Technology Integration: To further streamline operations, advanced logistics management systems and customer success platforms were implemented. These technologies provided real-time tracking, data analytics, and customer insights, enabling proactive decision-making and enhanced service delivery.
- Team Expansion and Specialization: The team was expanded from 10 to 30 members, focusing on hiring individuals with experience in international logistics and customer success. Specialized roles were created to handle specific aspects of operations, leading to improved performance and customer satisfaction.
With the integration of state-of-the-art logistics management systems and customer success platforms, the startup gained real-time tracking capabilities and valuable customer insights. This allowed for proactive decision-making, addressing potential issues before they escalated, and providing a higher level of service. The technology integration was crucial in increasing team productivity by 40%.
The expansion and specialization of the team played a significant role in the transformation. By hiring and training additional team members with expertise in international logistics and customer success, the startup was able to provide more personalized and efficient service. Specialized roles ensured that team members could focus on their areas of expertise, leading to improved overall performance and customer satisfaction.
Breaking New Ground: Successfully Entering the UK Market
Market Entry Strategy: A comprehensive strategy for entering the UK market was devised, which included thorough market research, developing strategic partnerships, and ensuring compliance with local regulations. This strategy was designed to facilitate a smooth and successful market entry.
Results: The comprehensive efforts led to significant improvements in key metrics and a successful entry into the UK market. The startup achieved a 15% market share within the first year in the UK, demonstrating the effectiveness of the entry strategy. Additionally, the initiatives resulted in a 35% increase in revenue, driven by improved customer satisfaction and successful market expansion.
Conclusion: A Blueprint for Global Success
The transformation of the Nigerian logistics startup’s cross-functional teams was a comprehensive effort requiring strategic vision, meticulous planning, and effective execution. By focusing on cultural competency, process standardization, technology integration, and team specialization, significant improvements were achieved in key metrics.
Takeaway: Scaling cross-functional teams in an international context involves more than just addressing operational challenges. It requires fostering cultural competency, standardizing processes, and leveraging technology to create a cohesive and efficient team.
Client Testimonials
1
Jessica Gordon, Program Manager at IBM
"Jordan is highly skilled and instrumental in the success of our teams here at IBM. Her leadership and support helped transform our processes, facilitating a significant increase in efficiency across our department."
2
Essence Miller, Consumer Services Manager at Microsoft
"I've had the pleasure of collaborating with Jordan on several projects, and I've always been impressed by her creativity and problem-solving skills. She has a unique ability to identify opportunities for improvements and deliver impactful solutions."
3
Harold Olatunde, Senior Engineering Manager at Meta Platforms
"Jordan has been a valuable asset to our team. Highly recommend!"
4
Alice Conté, Operations Consultant at ExxonMobil
"Every contract we ask for Jordan by name. That must say a lot about her already. If we want the job done right and within scope, she is who we call."
5
Reed Michaels, Compliance Director at Chevron
"I've worked with Jordan for many years. Top quality results in unpredictable environments. She leads a great team that does great work for us."
6
Temitope Agbari, Senior Managing Director at Accenture
"We had tight timelines for implementation, but onboarding was an absolute breeze with Jordan! Under her leadership, not only did we hit our business metrics, productivity skyrocketed!"
References
Ranjini Sundhareshan, Vice President of Customer Success at AutoRABIT
+1 425 786 8544
Alexia Klie, Director of Customer Success—EMEA & APAC at AutoRABIT
alexiatojal@gmail.com
+420 721 973 806
Alexis Cosby, Global HR Director at Edify
alexis.cosby@pm.me
+1 470 450 8033
Robert Currie, CEO at Ascension
logistics@ascensionllc.com
+1 215 779 8962
Henrietta Amike, CEO at Nomad Logistic Solutions
henrietta.amike@nomadlogisticsolutions.com
+44 776 937 3534