Company: Jobvite, San Mateo, CA
Entry Submitted By: Launchsquad
Company Description: Jobvite is the leading recruiting platform for the social web. Today's fastest-growing companies use applicant tracking, recruiter CRM and social recruiting software solutions from Jobvite to target the right talent and build the best teams. Jobvite is a complete, modular Software-as-a-Service (SaaS) platform that can optimize the speed, cost-effectiveness and ease of recruiting for any company.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Jennifer Fray, Customer Success Manager

Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

When Jennifer Fray joined Jobvite in November 2013 as Senior Director of Customer Success, she faced daunting challenges. Jobvite was experiencing significant company growth. Between July 2013 and July 2014, Jobvite’s customer base experienced double-digit growth, and since July 2013, the team has worked on over 30,000 individual cases. In the fifteen months since she arrived at Jobvite, Jennifer has become an instrumental part of company growth by taking customer support to the next level while ensuring her customers and team members feel happy and appreciated.

Jennifer brings more than 18 years of customer support experience and a customer-centric philosophy to the job. She believes in five core tenets and ensures every team member does, too: be 100% human with customers; be genuinely interested and listen carefully; bring your personality to the job; be reliable and keep your promises; and overcommunicate to minimize miscommunication. This philosophy has resulted in concrete results and increased enthusiasm and loyalty in her team and customers.

Jennifer believes customers need to feel appreciated and heard, so another big initiative was the Customer Survey Feedback Program. Feedback gives her team the data needed to quickly solve problems and develop a more precise understanding of customer needs. Jobvite has received over 1,900 surveys in 2014, and nearly 40% of the surveys have received a perfect score of 100%. Customers have responded enthusiastically to the new program: "Great to see Jobvite's commitment to service... it's a huge reason why we’re still with y'all," one customer wrote.

One of Jennifer’s biggest achievements was doubling the size of Jobvite’s customer support team in 2014 from eight to 20 employees. Jennifer and her team utilized her core philosophy throughout the process, taking time during interviews to make sure every new hire was driven, motivated, empathetic, and customer focused.

In addition, Jennifer spearheaded new initiatives to make support easier and more accessible for customers. In 2014, her team introduced new 24x5 support hours, increasingly availability from 6pm on Sundays to 6pm on Fridays. Since Jennifer joined the team, average phone wait time for customers was decreased from 2 minutes to less than 26 seconds. Jennifer also revamped the customer training system, organizing guides, best practices documents, ebooks, blogs and videos so customers can pick and choose based their level of interest. These innovative initiatives have resulted in a more user friendly, efficient system that has received rave reviews from customers.

Customer support is demanding; listening to issues and solving problems all day takes its toll on any staff. Jennifer understands this, and has instituted a number of employee satisfaction initiatives to make her team feel happy and appreciated. In 2014, she created a library collection of business and motivational books for her team. She also has hosted two book clubs where employees read and have lively conversations around business-themed books. Employees now attend weekly TED Talk discussions - a popular program that has resulted in increased motivation throughout the week. Jennifer also started a Birthday Program to recognize and celebrate employees.

Jennifer’s success is not only demonstrated by the results she has achieved, but also by the admiration her leadership has evoked. “Jennifer has created this culture of positivity. She sends emails praising our efforts, and appreciates the work we do. She makes us aspire to be like her,” one account manager said. In a letter, a former customer wrote, “Like most executives, I have a number of Client Engagement Managers, but I can say unequivocally that Jennifer is the best one. She cuts red tape, always picks up the phone, never misses a deadline and most important, makes me feel like I am the only client she has.” Jennifer’s passion, empathy, and approachability has made her a great manager beloved by both customers and team members.

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