Jennifer Beckman Butler

At WorkTango, I am here to architect the next evolution of our Customer Success engine — bringing together people, process, data, and vision to create a world-class customer journey from onboarding through renewal and expansion. I lead a cross-functional organization spanning Customer Accounts, Support, Implementation, and Professional Services, with a mandate to: - Refine and execute our end-to-end customer success strategy in alignment with company growth objectives - Foster a culture of “customer first” - Formalize scalable programs that drive activation, adoption, retention, and executive engagement - Coach and develop leaders to become leaders of leaders as we scale

Led the partner success organization for Birdeye’s channel reseller segment, driving retention and growth across agency and marketing reseller partnerships (VAR model). Focused on empowering partners in key verticals like medical, dental, and home services through structured QBRs, white-space analysis, and solution mapping. Achieved success in gross revenue retention and net revenue retention by focusing the team on improving reseller license utilization, end customer adoption, and aligning success motions to usage metrics and partner expansion opportunities. Doubled quarterly business reviews and improved the partner discovery process and renewal motion, contributing to a lift in the upsell pipeline. Streamlined renewal processes and worked with the team to enhance and build repeatable motion playbooks for partner enablement. After building the next stage of Birdeye’s channel success foundation, I have transitioned to a new role outside of the company.

While serving at this position, I developed and implemented a strategic approach for a customer success team exceeding 30 members, aimed at improving customer experiences and driving revenue growth within the adtech sector. Spearheading product adoption initiatives led to an increase in programmatic ad revenue. Additionally, I forged collaborative cross-functional strategies by engaging with sales, commercial leadership, product, and engineering teams, ensuring the integrity of the customer's voice in decision-making processes. Furthermore, I enhanced team performance through effective coaching and development programs.

As a Senior Director of Customer Success, I directed account management and support teams to propel revenue growth through strategic upselling and cross-selling, resulting in a significant annual net revenue increase. I coached and mentored frontline managers to cultivate a culture of customer-centricity, prioritizing actionable in-market feedback through quarterly summits. Additionally, I championed the implementation of customer-focused strategies to enhance satisfaction and foster loyalty. Following are my most significant contributions: • Generated over $5M in additional annual revenue through targeted upsell initiatives. • Integrated customer success operations post-acquisition to maintain continuity and service excellence for three companies.

Throughout this tenure, I established new benchmarks for customer journey and performance metrics, which included implementing quarterly bonus compensation plans and revenue targets. I coordinated with cross-functional teams to influence the product roadmap and ensure alignment with customer needs. Additionally, I developed comprehensive strategies for relationship management and process optimization within the team. Here are my noteworthy accomplishments: • Introduced updated quarterly business reviews, by conducting consistent strategic analysis of over 100 top accounts. • Expanded account management team from 4-13 members to optimize advertising exchange SSP and affiliate marketing services.

Working with key channel partners in the ever-changing digital media and technology space, as well as working with our media strategy team to constantly improve account and campaign performance.

I led strategic initiatives for a team overseeing over 500 automotive clients, enhancing the precision of budget tracking, campaign performance analysis, and KPI reporting. Collaborating closely with product and sales teams, I helped craft compelling RFP responses, secured major contracts with industry leaders, and facilitated the onboarding process for key clients. Furthermore, I fostered and maintained robust partner relationships with top-tier channel partners, including Google, Facebook, and Microsoft Ads. My contributions at this position are: • Developed and implemented best practices, playbooks, and training programs to enhance customer retention and media investment growth by 20% annually. • Steered dynamic client services team of 30 to oversee operations at digital marketing agency with automotive SaaS platform. • Helped win significant contracts with Ford and FCA for agency's market expansion. • Contributed to streamlined onboarding for clients, including Penske, Ford, and FCA.

Developed a standard, consistent online sales process across all Lupient Automotive Dealerships. Managed the lead handling process to maximize sales and to ensure we provide an excellent customer experience across all digital channels.

Managed a team of experienced media professionals with a focus on key local and national accounts. Recommended strategy around full portfolio of Star Tribune advertising solutions including digital display, search, mobile, tablet, email, digital network, preprint distribution, print display and direct mail.

Managed and enhanced customer relationships with key major accounts. Recommended media and creative strategy in print, web, and mobile product portfolio. Maintained advertiser and industry expertise. Account Experience: Macy’s, Kohl’s, Best Buy, Nordstrom, Bloomingdales, Dick’s Sporting Goods, Sports Authority, MN Twins, MN Opera, Ordway Center

Maximized and grew online media engagement and investment of current and prospective Star Tribune advertisers. Collaborated with and coached core product sales team to incorporate digital media into their sales proposals and sell digital campaigns to their accounts.

Managed marketing, advertising and promotional efforts for Mercedes-Benz, Nissan and smart car operations. Management launch team for smart car product and dealership launch in MN.

Managed advertiser relationships with Twin Cities auto dealers and real estate companies and agents. Recommended annual and monthly advertising campaigns with focus on account relationship building.

Managed client relationships for innovative branding and design firm. Networking and direct sales to build client base and to increase projects with current client roster.

Graduated with Honors, Magna Cum Laude