Janelia Bailey (She/Her/Hers
Senior Customer Success Manager at UserGems đź’Ž- Claim this Profile
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Bio
LinkedIn User
Janelia Bailey is a force, one that challenges you to optimize your potential, appreciates creativity and outside-the-box thinking, and embraces a growth mindset. I had the opportunity to work with Janelia in a capacity where her forward thinking and customer first mentality reinforced the two traits I believe are crucial in a customer facing role - empathy and communication. I recall an initial call with a potential customer where the individual was eager to discuss next steps because Janelia had asked all the right questions, listened intently, repeated back the customer’s comments, and guided the conversation that led the prospect feeling comfortable, encouraged, and eager to learn more. When I had the chance to work with Janelia, her openness and personality stood out the most. She reveled in constructive feedback because she always wants to be the best in house. Feedback is hard to hear sometimes, to absorb, to digest, and to implement. Janelia, again, demonstrated incredible growth by being receptive and open to the feedback that would aid in her career development. That much is already visible in her current capacity. Effective communication is not just a sales tactic, it’s imperative across teams and within internal departments. I call this out because Janelia has always ensured that all and every pertinent information is visible and addressed by all parties. Her emphasis on cross functional collaboration and keeping customers’ expectations top of mind has led Janelia to build a base of professionals who look to her for advisement and continual development. That in itself speaks volumes of Janelia’s impact. Over the course of the last few years, I’ve seen Janelia take on more ownership and initiative in her space, bringing fresh ideas and honing customer relationships. Janelia is here to drive results and she does it with confidence, humility, and a bright smile on her face.
Lisa Lloyd
Janelia is a bright light which oftentimes serves as the North Star for her team. When she makes a commitment to achieving shared goals, she gives 110% with optimism, transparency, and consideration for all members involved. Janelia leads by example by staying organized, pivoting when necessary, being creative with her approach and flexible with her methods. She is by far one of the best colleagues I have ever worked with who tirelessly advocates for customers. You never get tired of seeing a notification from her and when you see that you're assigned to an account/project with her, you're immediately excited. She is the type of colleague who makes the long days fun and honestly, one of the only people who could get anyone to come back to the office. When you see her, there's no doubt that you'll be in awe of her personality and work ethic, and for the things you don't see, I can attest that her work behind the scenes is even greater. Janelia has developed 1:many enablement and adoption solutions as a Customer Success Manager of Scaled Programs, using her previous experience as 1:1 Customer Success Manager to inform her ideas and strategies. She never lets a customer walk away without a solution or an answer and that significantly improves the customer experience as well as team synergy and workflow.
LinkedIn User
Janelia Bailey is a force, one that challenges you to optimize your potential, appreciates creativity and outside-the-box thinking, and embraces a growth mindset. I had the opportunity to work with Janelia in a capacity where her forward thinking and customer first mentality reinforced the two traits I believe are crucial in a customer facing role - empathy and communication. I recall an initial call with a potential customer where the individual was eager to discuss next steps because Janelia had asked all the right questions, listened intently, repeated back the customer’s comments, and guided the conversation that led the prospect feeling comfortable, encouraged, and eager to learn more. When I had the chance to work with Janelia, her openness and personality stood out the most. She reveled in constructive feedback because she always wants to be the best in house. Feedback is hard to hear sometimes, to absorb, to digest, and to implement. Janelia, again, demonstrated incredible growth by being receptive and open to the feedback that would aid in her career development. That much is already visible in her current capacity. Effective communication is not just a sales tactic, it’s imperative across teams and within internal departments. I call this out because Janelia has always ensured that all and every pertinent information is visible and addressed by all parties. Her emphasis on cross functional collaboration and keeping customers’ expectations top of mind has led Janelia to build a base of professionals who look to her for advisement and continual development. That in itself speaks volumes of Janelia’s impact. Over the course of the last few years, I’ve seen Janelia take on more ownership and initiative in her space, bringing fresh ideas and honing customer relationships. Janelia is here to drive results and she does it with confidence, humility, and a bright smile on her face.
Lisa Lloyd
Janelia is a bright light which oftentimes serves as the North Star for her team. When she makes a commitment to achieving shared goals, she gives 110% with optimism, transparency, and consideration for all members involved. Janelia leads by example by staying organized, pivoting when necessary, being creative with her approach and flexible with her methods. She is by far one of the best colleagues I have ever worked with who tirelessly advocates for customers. You never get tired of seeing a notification from her and when you see that you're assigned to an account/project with her, you're immediately excited. She is the type of colleague who makes the long days fun and honestly, one of the only people who could get anyone to come back to the office. When you see her, there's no doubt that you'll be in awe of her personality and work ethic, and for the things you don't see, I can attest that her work behind the scenes is even greater. Janelia has developed 1:many enablement and adoption solutions as a Customer Success Manager of Scaled Programs, using her previous experience as 1:1 Customer Success Manager to inform her ideas and strategies. She never lets a customer walk away without a solution or an answer and that significantly improves the customer experience as well as team synergy and workflow.
LinkedIn User
Janelia Bailey is a force, one that challenges you to optimize your potential, appreciates creativity and outside-the-box thinking, and embraces a growth mindset. I had the opportunity to work with Janelia in a capacity where her forward thinking and customer first mentality reinforced the two traits I believe are crucial in a customer facing role - empathy and communication. I recall an initial call with a potential customer where the individual was eager to discuss next steps because Janelia had asked all the right questions, listened intently, repeated back the customer’s comments, and guided the conversation that led the prospect feeling comfortable, encouraged, and eager to learn more. When I had the chance to work with Janelia, her openness and personality stood out the most. She reveled in constructive feedback because she always wants to be the best in house. Feedback is hard to hear sometimes, to absorb, to digest, and to implement. Janelia, again, demonstrated incredible growth by being receptive and open to the feedback that would aid in her career development. That much is already visible in her current capacity. Effective communication is not just a sales tactic, it’s imperative across teams and within internal departments. I call this out because Janelia has always ensured that all and every pertinent information is visible and addressed by all parties. Her emphasis on cross functional collaboration and keeping customers’ expectations top of mind has led Janelia to build a base of professionals who look to her for advisement and continual development. That in itself speaks volumes of Janelia’s impact. Over the course of the last few years, I’ve seen Janelia take on more ownership and initiative in her space, bringing fresh ideas and honing customer relationships. Janelia is here to drive results and she does it with confidence, humility, and a bright smile on her face.
Lisa Lloyd
Janelia is a bright light which oftentimes serves as the North Star for her team. When she makes a commitment to achieving shared goals, she gives 110% with optimism, transparency, and consideration for all members involved. Janelia leads by example by staying organized, pivoting when necessary, being creative with her approach and flexible with her methods. She is by far one of the best colleagues I have ever worked with who tirelessly advocates for customers. You never get tired of seeing a notification from her and when you see that you're assigned to an account/project with her, you're immediately excited. She is the type of colleague who makes the long days fun and honestly, one of the only people who could get anyone to come back to the office. When you see her, there's no doubt that you'll be in awe of her personality and work ethic, and for the things you don't see, I can attest that her work behind the scenes is even greater. Janelia has developed 1:many enablement and adoption solutions as a Customer Success Manager of Scaled Programs, using her previous experience as 1:1 Customer Success Manager to inform her ideas and strategies. She never lets a customer walk away without a solution or an answer and that significantly improves the customer experience as well as team synergy and workflow.
LinkedIn User
Janelia Bailey is a force, one that challenges you to optimize your potential, appreciates creativity and outside-the-box thinking, and embraces a growth mindset. I had the opportunity to work with Janelia in a capacity where her forward thinking and customer first mentality reinforced the two traits I believe are crucial in a customer facing role - empathy and communication. I recall an initial call with a potential customer where the individual was eager to discuss next steps because Janelia had asked all the right questions, listened intently, repeated back the customer’s comments, and guided the conversation that led the prospect feeling comfortable, encouraged, and eager to learn more. When I had the chance to work with Janelia, her openness and personality stood out the most. She reveled in constructive feedback because she always wants to be the best in house. Feedback is hard to hear sometimes, to absorb, to digest, and to implement. Janelia, again, demonstrated incredible growth by being receptive and open to the feedback that would aid in her career development. That much is already visible in her current capacity. Effective communication is not just a sales tactic, it’s imperative across teams and within internal departments. I call this out because Janelia has always ensured that all and every pertinent information is visible and addressed by all parties. Her emphasis on cross functional collaboration and keeping customers’ expectations top of mind has led Janelia to build a base of professionals who look to her for advisement and continual development. That in itself speaks volumes of Janelia’s impact. Over the course of the last few years, I’ve seen Janelia take on more ownership and initiative in her space, bringing fresh ideas and honing customer relationships. Janelia is here to drive results and she does it with confidence, humility, and a bright smile on her face.
Lisa Lloyd
Janelia is a bright light which oftentimes serves as the North Star for her team. When she makes a commitment to achieving shared goals, she gives 110% with optimism, transparency, and consideration for all members involved. Janelia leads by example by staying organized, pivoting when necessary, being creative with her approach and flexible with her methods. She is by far one of the best colleagues I have ever worked with who tirelessly advocates for customers. You never get tired of seeing a notification from her and when you see that you're assigned to an account/project with her, you're immediately excited. She is the type of colleague who makes the long days fun and honestly, one of the only people who could get anyone to come back to the office. When you see her, there's no doubt that you'll be in awe of her personality and work ethic, and for the things you don't see, I can attest that her work behind the scenes is even greater. Janelia has developed 1:many enablement and adoption solutions as a Customer Success Manager of Scaled Programs, using her previous experience as 1:1 Customer Success Manager to inform her ideas and strategies. She never lets a customer walk away without a solution or an answer and that significantly improves the customer experience as well as team synergy and workflow.
Experience
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UserGems đź’Ž
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United States
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Software Development
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1 - 100 Employee
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Senior Customer Success Manager
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May 2023 - Oct 2023
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Gong
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United States
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Software Development
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700 & Above Employee
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Customer Success Manager
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Apr 2021 - Feb 2023
• Provides professional maintenance of over 130 customer accounts ($2.8 million ARR) and manages a rotating portfolio of new clients to ensure a successful implementation and application of the software. • Executes the implementation, running, and management of successful customer onboarding, promoting customer service and customer retention. • Manages customer renewals and retention, which enhances the growth of the company’s sales. • Promotes efficient delivery of customer… Show more • Provides professional maintenance of over 130 customer accounts ($2.8 million ARR) and manages a rotating portfolio of new clients to ensure a successful implementation and application of the software. • Executes the implementation, running, and management of successful customer onboarding, promoting customer service and customer retention. • Manages customer renewals and retention, which enhances the growth of the company’s sales. • Promotes efficient delivery of customer service activities that meet and exceed customer retention and expansion quotas (exceeds growth KPI by 17% Q2 of this year) • Provides strategic guidance and enablement to ensure customers are leveraging on the company’s services and achieving success that aligns with their business priorities and objectives. • Ensures the adequate monitoring and identification of trends in order to drive customer adoption and utilization and provide guidance to customers as part of the Annual Business Review. • Collaborates with senior executives to uncover business pain and strategic mapping of value, which enhances the growth of the company. Show less • Provides professional maintenance of over 130 customer accounts ($2.8 million ARR) and manages a rotating portfolio of new clients to ensure a successful implementation and application of the software. • Executes the implementation, running, and management of successful customer onboarding, promoting customer service and customer retention. • Manages customer renewals and retention, which enhances the growth of the company’s sales. • Promotes efficient delivery of customer… Show more • Provides professional maintenance of over 130 customer accounts ($2.8 million ARR) and manages a rotating portfolio of new clients to ensure a successful implementation and application of the software. • Executes the implementation, running, and management of successful customer onboarding, promoting customer service and customer retention. • Manages customer renewals and retention, which enhances the growth of the company’s sales. • Promotes efficient delivery of customer service activities that meet and exceed customer retention and expansion quotas (exceeds growth KPI by 17% Q2 of this year) • Provides strategic guidance and enablement to ensure customers are leveraging on the company’s services and achieving success that aligns with their business priorities and objectives. • Ensures the adequate monitoring and identification of trends in order to drive customer adoption and utilization and provide guidance to customers as part of the Annual Business Review. • Collaborates with senior executives to uncover business pain and strategic mapping of value, which enhances the growth of the company. Show less
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UserTesting
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United States
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Software Development
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700 & Above Employee
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Customer Success Manager, Scaled Programs
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Oct 2020 - Apr 2021
​Oct. 2020 – Mar. 2021 UserTesting, Atlanta, GA • Ensured adequate management of the overall health of the customers spending up to $30K, and delivered effective engagement programs. • Utilized well-analyzed data to manage the end-to-end customer experience from platform adoption to engagement and retention, which promoted customer service of the company. • Spearheaded the identification of trends and opportunities within the customer base and executed plans to resolve those… Show more ​Oct. 2020 – Mar. 2021 UserTesting, Atlanta, GA • Ensured adequate management of the overall health of the customers spending up to $30K, and delivered effective engagement programs. • Utilized well-analyzed data to manage the end-to-end customer experience from platform adoption to engagement and retention, which promoted customer service of the company. • Spearheaded the identification of trends and opportunities within the customer base and executed plans to resolve those challenges that may arise from the identification. • Ensured management and prioritization of customer escalations from beginning to close, enhancing customer service of the company. • Provided enlightening discussion and empowerment to customers to be more self-sufficient to promote their satisfaction. • Collaborated closely with the Customer Education Program Manager to develop and execute success plans that deliver results to the company and the customers. • Liaised with the aligned sales team to manage account base strategy and renewal managers team to ensure customer base growth and retention. • Designed and delivered adoption-focused live webinars via UserTesting University.
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Customer Success Manager
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Apr 2020 - Oct 2020
• Spearheaded the management of a book of business of 40 brands in the SMB client segment in the US-Pacific Northwest region. • Conducted quarterly partnership reviews for key stakeholders to evaluate business impact throughout each subscription. • Provided coaching, training, education, and strategic recommendations to improve client adoption of UserTesting products and features. • Collaborated efficiently with the internal Account team and customer to develop a Success Plan… Show more • Spearheaded the management of a book of business of 40 brands in the SMB client segment in the US-Pacific Northwest region. • Conducted quarterly partnership reviews for key stakeholders to evaluate business impact throughout each subscription. • Provided coaching, training, education, and strategic recommendations to improve client adoption of UserTesting products and features. • Collaborated efficiently with the internal Account team and customer to develop a Success Plan outlining how UserTesting addresses their immediate/future needs (including metrics for success). • Ensured the monitoring of customer health to reach out to customers before risks escalated and identified remediation options. • Collaborated with the Account Team (Renewal Managers and Account Executives) to collaboratively ensure customer satisfaction and retention
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Business Development Representative
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Oct 2018 - Apr 2020
UserTesting enables every organization to deliver the best customer experience powered by human insights. With UserTesting’s on-demand human insights platform, make accurate customer-centric decisions across your entire organization, at the speed your business demands.
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UPS
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United States
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Truck Transportation
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700 & Above Employee
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Account Manager
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Oct 2017 - Sep 2018
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Victoria's Secret
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United States
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Retail
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700 & Above Employee
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Lead Cashier
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Sep 2014 - Jan 2017
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Education
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University of Tennessee, Knoxville
Bachelor's degree, Communication Studies
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