Jana Feanny

Lead strategic Customer Experience initiatives for a Dental SaaS Company that delivers industry leading solutions to dental professionals. Steer the planning and development of a top performing CX department from ground up, leading customer service, customer onboarding, and customer success teams with 10+ direct reports along with oversight of up to $20MM in Annual Recurring Revenue (ARR). ✦ Drove 20% improvement in customer satisfaction ratings YoY by developing Customer Journeys and customer experience strategy to create a single point of contact for customers. ✦ Grew net customer retention by 30% YoY by implementing high-touch and tech-touch models for customer service and implementing a voice of the customer program encompassing NPS and CSAT surveying. ✦ Played a key role in the new product launch of an e-commerce supplies shop, establishing SOPs for the customer journey, and driving adoption and revenue via platform, driving over $100K of revenue in the first 60 days post-launch. ✦ Actively involved in business strategy for the entire organization while serving as a change agent during acquisitions of departments, transitioning customers, and driving a culture of positivity throughout the process. ✦ Directed the successful roll-out of Salesforce CRM to improve team productivity and gather data-driven customer insights. ✦ Developed a robust business strategy across products, including customer journey mapping from the marketing, sales, and post-sale stages of the customer journey.