I seek a role improving SaaS account operations using Salesforce, documentation, and data analysis within a collaborative, process-focused team.
JDLooking for a job
Jenny Dabels
@jennydabels
Customer Success Operations specialist optimizing SaaS account, licensing, and process efficiency.
CanadaWhat I'm looking for
I am a Customer Success Operations specialist with 12+ years managing SaaS customer accounts, licensing, and cross-functional support. I excel in Salesforce administration, license server management, root cause analysis, and creating SOPs and knowledge-base content that reduce friction and improve operational efficiency.
Throughout my career I investigated complex account and access issues using data pattern analysis, documented repeatable troubleshooting procedures, and collaborated with remote teams to implement process improvements. My work has included large-scale audits, policy development, and training materials that scaled consistent account administration practices across organizations.
Experience
Work history, roles, and key accomplishments
CIMaintained customer accounts & licenses across multiple systems, ensuring accurate contract terms and access permissions
Investigated account access issues by analyzing customer data & identifying patterns
Troubleshot licensing errors & account discrepancies, identifying root causes & implementing resolutions
Analyzed customer data to identify trends and issues requiring process improvements
CIManaged customer accounts, licensing configurations and access permissions; authored SOPs and knowledge base articles and performed data audits to maintain account integrity.
ZIManaged SaaS customer accounts and licensing, investigated access eligibility, and created standard operating procedures and troubleshooting guides for license provisioning.
CI
Senior Client Services Specialist
Cogency Global Inc.
Jul 2018 - Apr 2021 (2 years 9 months)
Maintained customer accounts and configurations, analyzed large volumes of account data to identify systemic issues, and created procedural documentation to streamline account workflows.
TC
Client Specialist & Office Manager
Telos Legal Corp.
Nov 2016 - Jul 2018 (1 year 8 months)
Managed customer accounts and office operations, investigated inquiries and applied appropriate account resolutions while maintaining contract and access accuracy.
CSBuilt and managed customer account operations team and produced comprehensive procedure documentation for account maintenance and issue resolution.
Education
Degrees, certifications, and relevant coursework
WUWestern Governors University
Bachelor of Science, Business Management
2018 - 2020
Grade: Pass
Activities and societies: N/A
Completed a Bachelor of Science in Business Management focused on practical business administration and management principles.
BCBryant & Stratton College
Certificate in Accounting, Accounting
2013 - 2013
Grade: 3.84
Activities and societies: N/A
Completed a Certificate in Accounting covering foundational accounting principles and practical bookkeeping skills.
KU
Kaplan University
Associate of Applied Science, Business Administration
2010 - 2012
Grade: 3.91
Activities and societies: N/A
Earned an Associate of Applied Science in Business Administration with coursework in business operations and administrative practices.
Availability
Looking for a job
Location
CanadaAuthorized to work in
United StatesSalary expectations
50k-75k CAD
Social media
Job categories
Skills
Salesforce AdministrationCustom License ServerAccount ManagementUser ProvisioningTechnical TroubleshootingRoot Cause AnalysisProcedural DocumentationSOP DevelopmentKnowledge Base SystemsReporting & ManagementAnomaly DetectionSSODatabase ManagementTicketing SystemsStakeholder ManagementRemote Team ManagementProcess ImprovementGmailRemote TeamRoot CauseSalesforce
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