Jessica Mendoza Tan

Managed $10M ARR enterprise portfolio with direct ownership of account health, renewal strategy, and executive stakeholder relationships; drove retention and renewal outcomes through proactive value articulation, risk mitigation, and strategic account planning. Developed adoption content and facilitated training for new product features; drove feature adoption and reduced support escalations. Served as Voice of the Customer to R&D, translating client feedback into prioritized product requirements and roadmap items. Improved internal processes and content governance to enhance employee efficiency and client experience. Mentored Client Success teams to enhance customer industry and product knowledge.

Owned post-sale lifecycle for 40+ accounts worth $1.7M ARR, driving adoption, identifying expansion opportunities, and supporting renewal execution through consultative engagement. Conducted discovery to align product strategy with client business goals, organizational structure, and success metrics. Facilitated consultative trainings to highlight client goals and enhance product adoption. Synthesized VOC insights to influence product roadmap and reduce friction points across onboarding and support. Led recurring calls and quarterly business reviews, assessing program metrics to support operations and orchestrate ROI. Streamlined processes to close operational gaps and improve delivery efficiency.

Managed 21 mid-market accounts ($2.2M ARR) with a 90% renewal rate, proactively identifying churn risk, executing recovery strategies, and leading renewal negotiations. Served as product and process SME, leading continuous process improvement efforts to upskill team performance and enhance client experience. Monitored team KPIs and SLAs to ensure operational compliance and execution of projects. Architected 15 SOPs to improve team efficiency. Established proactive outreach programs that increased client engagement by 200% from Q1 2021 to Q2 2021 and reduced churn by 3%. Advised clients on industry best practices and trends to help achieve faster product ROIs. Improved new-hire onboarding by launching a 12-week program. Orchestrated weekly office hours to provide expanded mentorship to CSMs. Partnered with Product Management, Order Management, Finance, Support, and Sales to align on processes, communications, internal training, and client experience.