Julie Jenkins

Background

About Julie Jenkins

I’m an accomplished, client-focused customer experience executive who specializes in transforming and steering CX functions for multinational, multimillion-dollar companies in the software industry. Driven by performance, I offer proven success in shaping strategies, revamping processes/best practices, and restructuring teams to optimize user experiences, improve customer retention, increase brand loyalty, and drive profitable growth.Throughout my career, I’ve been trusted to pilot major turnaround initiatives, including aligning effective tools, systems, and procedures to enhance the customer journey while ensuring efficient operations. I also excel at building, leading, and retaining top-tier teams, both on-site and remote, as well as equipping staff with the proper resources to meet customer needs. I believe in instilling cohesive, engaged cultures to achieve success, even amid challenging environments, and I enjoy partnering across all business functions to advance goals.**HIGHLIGHTS** Transformed CallRail’s CX function and achieved a 75-point NPS improvement after overhauling processes, introducing systems, and rebuilding a team, realizing less than 10% staff attrition. Piloted the restructure in six months, without customer disruption, and positioned the team for continued excellence. Played an integral role in positioning Ipswitch for acquisition after bolstering customer retention and revenues by executing a strategic business plan. Redefined product upgrade practices to better highlight the software line’s value, generating 50% of company revenue. Improved Ipswitch’s NPS 20% across product and support teams within six months and achieved an annual NPS of 65 across all software products after identifying product challenges and areas of weakness within the customer journey. Developed solutions for improvement, resulting in the release of new software versions focused on top usability issues. Enabled Cbeyond’s operational scalability after increasing the size of network operations and billing groups, developing major account teams, and establishing escalation management (a 200-person call center across two locations).**EXPERTISE**Strategic Planning & Execution, Customer/User Experience (CX/UX), Customer Success, Turnarounds, Continuous Process Improvement, Data Insights & Analytics, Change Management, Customer Retention, Team Building & Leadership, Project Management & Delivery, Forecasting, Budgeting, P&L, Alliance Building, Voice-of-the-Customer (VOC), Performance Management, Staff & Leadership Development, Negotiations