Jeanie Montebon Director of Customer Success | 14+ Years in CS, Finance &

B

Director of Customer Success

Benchmark IQ

Sep 2024 - Current (1 year 8 months)

• Led cross-functional teams and onboarded new clients and teammates • Spearhead renewal negotiations, resolve escalations, and execute high-priority ad hoc projects, ensuring a smooth transition between teams and exceptional client experiences. • Manage and optimize CRM and Customer Success platforms, including HubSpot, ClickUp, Google Workspace, Aloware, and Corvee. • Build and refine automation, ticket funnels, custom reporting, and marketing emails to enhance team efficiency and client satisfaction. • Analyze and improve end-to-end business processes to streamline operations and optimize data flow across teams. • Scope, launch, and drive adoption of new tools, features, and processes to meet evolving business needs.

Senior Client Success Manager

BB Rocket

Apr 2024 - Sep 2024 (6 months)

• Designed and onboarded training sessions and webinars to empower clients and team members with best practices for leveraging AI solutions. • Analyzed client feedback and AI agent performance to implement process improvements, enhancing customer success strategies in the B2B SaaS space. • Led the migration to HubSpot CRM, developing streamlined workflows that improved operational efficiency for internal teams and clients. • Collaborated with development teams to resolve complex client issues, ensuring timely platform enhancements and seamless user experiences. • Provided mentorship to the Client Success and Live Chat teams, fostering skills development to elevate client support and relationship management.

Client Success Manager

BB Rocket

Dec 2023 - Apr 2024 (5 months)

Meet your AI-powered Digital Workforce. Train your AI agents to streamline processes, target ICPs, and provide detailed analytics for smarter decision-making. Revolutionize your sales approach and unleash your potential with our proprietary AI Agents software. Scale faster, work smarter — book a free demo at www.B2BRocket.ai

Senior Community Manager

Collective

Apr 2023 - Jul 2023 (4 months)

Collective 54 is the first mastermind community for boutique professional services firms. We are focused on helping members make more, work less, and sell their firm bigger and faster. This is done through peer-to-peer mentoring, expertise sharing, and our programming specifically for founders and owners of boutique pro serv firms. Don’t go it alone.

Senior Member Success Associate

Collective

Apr 2022 - Apr 2023 (1 year 1 month)

• Curate knowledge resources for our Members-only portal and Collective54.com. This includes producing the weekly Pro Serv Podcast (WordPress, Vimeo) which yielded a significant increase in membership applications since its implementation. • Maintain the operational integrity of our membership database via HubSpot CRM, and train new employees. • Facilitate Member Onboarding calls, Membership Briefing Reviews, and Leadership Boards.

Member Success Associate

Collective

Jun 2021 - Apr 2022 (11 months)

• Onboarded new members and facilitated strategic 1:1 connections and share resources based on research and insights gleaned from member interactions • Maintain the Member Portal and Public Website, which includes the Pro Serv Podcast, Activities Calendar, Resource Center, and Business Exchange • Resolve member queries and requests received via chat and email • Maintain the operational integrity of our membership database by performing regular account maintenance in HubSpot

S

Customer Success Manager

Sales for Life

Mar 2021 - Jun 2021 (4 months)

• Conduct client onboarding calls and stakeholders’ biweekly check-ins • Collaborate with the COO and Global Director of Training to develop and hone our Customer Success Journey • Nurture customer relationships by leveraging tools like Zoom, Google Workspace, Zoho CRM, and our propriety app, The ScalePipeline

Career Consultant

Selfemployed

Feb 2021 - Current (5 years 3 months)

Do you need help crafting or polishing your CV? Would you like to talk to someone in preparation for that big interview? Are you experiencing Imposter Syndrome and need a sounding board? I provide pro bono services for students, first-time job seekers, and experienced professionals aspiring to break into the CS-Tech space. Remember, you are not alone in this journey. Let's connect and exchange ideas on how I can help you reach your goals!

S

Customer Success & Delivery Coordinator

Sales for Life

Feb 2021 - Mar 2021 (2 months)

• Manage internal communications and client onboarding schedules • Partner with our IT team to create UI/UX enhancements in the ScalePipeline App which generated a significant ROI for the firm • Co-produced the Learning Performance Report with our Data Analysts

S

Delivery Operations Coordinator

Sales for Life

Feb 2021

• Created a Customer Dashboard that streamlined the Delivery Team’s internal processes i.e. Client Profile, Survey Reports, Certification Assets, and other pertinent data • Ensure the training materials are up-to-date and error-free • Manage the COO and Global Director of Training's Calendars

Customer Care Professional (L2)

American Express

Oct 2019 - Feb 2021 (1 year 5 months)

Line of business: US Customer Engagement Network • Onboarded AMEX Platinum and Gold card members, delivering personalized recommendations in upgrading and applying for additional cards, credit limit changes, and lowering APRs. • Send daily performance and QA reports to our team with a focus on our Value Generation (Sales), Net Promoter Score, Customer Satisfaction, and First Call Resolution metrics. • Handles level 1 customer escalations, renewals, and retention efforts for the Academy Tier.

Customer Care Professional (L1)

American Express

Apr 2019 - Oct 2019 (7 months)

• Handles customer escalations, account upgrades/downgrades, renewals, and retention efforts • Manage large volumes of calls and tickets in a timely manner

Secondment - Sourcing Specialist

JPMorgan Chase Co

Feb 2018 - Jul 2018 (6 months)

• Implement JPMC Manila's employee engagement plans and referral strategies • Partner with internal stakeholders and third-party vendors for Open House events • Conduct Roadshows and host events communicating the latest training, projects, and mobility programs

Customer Protection Group - Senior Specialist I

JPMorgan Chase Co

Jun 2016 - Mar 2019 (2 years 10 months)

• Onboarded Small Business Owners in compliance with existing Know Your Customer (KYC) and Anti-Money Laundering Guidelines. Utilizing the most innovative financial tools available including LexisNexis, Innovis, Falcon, and credit reporting agencies (Experian, Equifax). • Collaborate with other teams to create actionable reports and resolve fraud trends

Fraud Call Center - Specialist II

JPMorgan Chase Co

Nov 2014 - Jun 2016 (1 year 8 months)

Tenure (Cebu): May 2015 - June 2016 Tenure (Manila): November 2014 - May 2015 • Partner with other SMEs to maintain a detailed team report and fraud trends for Consumer and SMB accounts. • Provide regular coaching sessions to team members congruent with our current metrics and Performance Improvement Plan

Debit Card Fraud Prevention - Specialist I

JPMorgan Chase Co

Dec 2013 - Nov 2014 (1 year)

• Frontline risk management support for Consumer accounts including debit, savings, and current accounts • Complete large volumes of calls and Falcon alerts daily

Supervisor

Teleperformance

Sep 2012 - Jun 2013 (10 months)

Line of business: AT&T Postpaid Mobility • Responsible for the direct supervision and overall team performance of 15-18 agents. • Onboarded new joiners and conducted regular coaching sessions to address performance gaps and advocate for process changes. • Handles Level 2 and 3 escalated calls for AT&T Postpaid clients.

Subject Matter Expert

Teleperformance

Mar 2012 - Sep 2012 (7 months)

• Responsible for the direct supervision and reporting of teams assigned • Assist Supervisors in analyzing, documenting, and implementing action plans to bridge performance gaps • Perform regular coaching sessions and other ad hoc projects

Customer Service Representative

Teleperformance

May 2011 - Mar 2012 (11 months)

• Respond to customer queries about AT&T products and services which includes payments, upgrades, website and device walkthroughs, and troubleshooting • Support customer retention and satisfaction scores by providing outstanding and efficient customer service • Complete large volumes of calls and tickets daily

S

Customer Success Manager

Sales for Life

Jeanie Montebon

About

Detail

Timeline

Résumé