Jennifer Dunlap
Phoenix
Summary
Customer Success Manager with extensive experience in managing customer lifecycles and enhancing retention. Expertise in analyzing customer data to identify trends and improve experiences, while coaching teams on best practices. Committed to fostering strong relationships and driving product utilization through tailored onboarding and ongoing engagement.
Overview
8
8
years of professional experience
Work History
Customer Success Manager (SMB)
PrePass
Phoenix
08.2024 - Current
- Managed portfolio of SMB fleet customers to enhance adoption, satisfaction, and renewals as trusted advisor and primary point of contact.
- Lead onboarding and ongoing enablement to improve product utilization and customer outcomes; identify expansion opportunities aligned to customer goals.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Coached team members on best practices for delivering exceptional customer experiences.
- Facilitated cross-functional communication between customers and internal teams for issue resolution.
- Conducted regular check-ins with customers to ensure continued product alignment.
Retention Specialist
PrePass
Phoenix
02.2024 - 08.2024
- Executed save motions for at-risk customers, diagnosing root causes and coordinating resolutions to prevent churn, reinforcing perceived value.
- Analyzed customer feedback and usage signals, prioritizing outreach to enhance customer experience.
- Developed retention strategies to enhance customer loyalty and satisfaction.
Enrollment Support Associate
PrePass
Phoenix
02.2023 - 02.2024
- Facilitated customer enrollment and onboarding by collecting information, setting expectations, and ensuring seamless transition to ongoing support.
- Managed inquiries using proprietary software to ensure timely responses.
- Collaborated with teams to improve service delivery processes and workflows.
Sales Associate
PrePass
Phoenix
08.2020 - 02.2023
- Partnered with prospects and customers to identify needs, articulate tailored solutions, and facilitate seamless transition from sale to onboarding.
- Assisted customers with product selections and inquiries.
- Maintained up-to-date knowledge of industry trends and product offerings.
- Trained new associates on company policies and sales techniques.
Ride Operator
Castles and Coasters
Phoenix
03.2018 - 11.2020
- Operated various amusement rides ensuring safety and guest satisfaction.
- Monitored ride operations for compliance with safety regulations and company standards.
- Communicated with guests and teammates to uphold safety protocols and streamline operations.
- Assisted guests with ride instructions, height requirements, and safety restraints.
- Provided excellent customer service, addressing guest inquiries and concerns effectively.
Education
High School Diploma -
Apollo High School
Phoenix, AZ05-2019
Some College (No Degree) -
Glendale Community College
Glendale, AZSkills
- Customer retention & renewals
- Account management
- Onboarding
- Adoption & training
- Customer lifecycle management
- Escalation management
- Cross-functional collaboration
- CRM hygiene & reporting
- Microsoft Dynamics 365
- Microsoft Office Proficient
- Campaign execution
- Training and mentoring
- Data analysis
- Sales proficiency
Timeline
Customer Success Manager (SMB)
PrePass
08.2024 - Current
Retention Specialist
PrePass
02.2024 - 08.2024
Enrollment Support Associate
PrePass
02.2023 - 02.2024
Sales Associate
PrePass
08.2020 - 02.2023
Ride Operator
Castles and Coasters
03.2018 - 11.2020
High School Diploma -
Apollo High School
Some College (No Degree) -
Glendale Community College