DEJEAHN_BROWN

DEJEAHN BROWN
Unionville, CT 06085
[email protected]
860-302-7759
A results-oriented Client Success Manager with SaaS experience in Admissions management solutions
and subscription loyalty. Managing day to day operations and strategic planning for clients with worldwide
customer bases. Working closely with all levels of business from customer service to C-Suite. Passionate
about improving performance, building customer loyalty, and forging partnerships with internal and
external partners. Seeking to expand my career where my experience can be utilized to its potential.
Willing to relocate: Anywhere

Authorized to work in the US for any employer
Work Experience
Associate Client Manager

ebbo-Rocky Hill, CT
March 2023 to May 2024
Developed and fostered relationships with assigned clients. Navigated through operational challenges,
working closely with internal teams such as, marketing, new business development, product
management, and finance to develop and implement marketing strategies on the clients’ behalf.
Responsible for creating and managing budget projections to forecast in a way that supported the
organizations goals and objectives.
Applied analytical skills to current and historical financial marketing models.
Prepared client reporting understanding any issues, concerns, trends, or significant changes, and present
them to the client to work through issue resolution. Identified back end opportunities for improvement
while reviewing reporting that led to over 20% reduction in trial cancels and 45% reduction in bad cards
rates.
Developed business review presentations for clients, outlining products, results, core competencies, and
strategies for future engagement.
Worked with Marketing to manage all marketing materials (scripts, fulfillment materials, banners, and
customized websites).
Prospected new opportunities to continually grow and optimize the client market share.
Client Success Manager

Liaison International-Watertown, MA
September 2018 to September 2022
Led support for assigned Centralized Application Service (CAS and UniCAS) clients developing and
strengthening relationships with participating Associations, Colleges, and Universities. Worked closely
with clients to achieve their growth goals year over year by implementing Liaison products aimed
at increasing applicant pools and improving admissions processes. Managed the entire life cycle of
applications transitioning from onboarding and application launch to strategic engagement and day to
day support.
Provided training to new and current clients on how to utilize admissions products and systems for
application review. Effectively helping schools cut down on time and set up a more streamlined review
process.
Coordinated milestones between clients and internal teams, working closely across all teams to achieve
application launches, closures, and enhancements.
Assisted in creating application resources for applicants and customer service to reference when
completing the application.
Managed fee assistance program and approval process for qualifying applicants.
Customer Support - Team Lead
August 2017 to September 2018
1 of 4 customer support team leads supervising 40 - 60 representatives, with up to 15 direct reports,

that responded to inbound questions and concerns from applicants via phone, email, and chat in a fast-
paced, call center environment. Became an expert resource on applications as representatives answered
contacts for over
50 different Centralized Application Service (CAS) applications. Supported teams by providing day to day
communication and direction ensuring calls, emails, and chats met department SLA and KPI standards.
Interviewed and trained both direct hires and staffing agency hires.
Analyzed calibration calls with representatives to review performance, provide feedback, and identify
opportunities for growth or additional training.
Acted as a point of contact for all escalation requests that required upward communication to
stakeholders and other departments.
Contributed as a member and leader of projects that were important to the development of customer
support like being an expert resource when migrating to new phone system (RingCentral) and launching
chat.
Communicated regularly with stakeholders and internal departments on enhancements for the
applications and instructional resources.
Customer Support Representative

May 2016 to August 2017
Provided high level support to applicants applying for higher education degrees. Responded to inbound
questions and concerns from applicants via phone, email, and chat in a fast-paced, call center
environment for over 50 different applications while meeting SLA and KPI standards set as a department.
Troubleshooted potential problems with web-based applications providing updates on application
completion and application status.
Managed +200 contacts per day via phone, email, and chat.
Acted as an escalation specialist for escalated issues.
Education
Bachelors of Science in Criminal Justice

FISHER COLLEGE - Boston, MA
August 2012 to May 2016
Skills
• Adaptability Customer Centric-Mindset Product Roadmapping
Business Development Conflict Resolution Strategic Planning
Communication/Interpersonal skills Project Management Strong Leadership Qualities
Microsoft Office Suites Data Analysis/Literacy Budget Forecasting (7 years)
• Calibration
• CRM Software
• SaaS
• Process Improvement
Certifications and Licenses
KAMGenius Plus - Certified Key Account Manager

November 2023 to Present
Assessments
Work style: Reliability — Proficient

January 2023
Tendency to be reliable, dependable, and act with integrity at work
Full results: Proficient
Inside sales — Proficient

September 2023
Understanding and responding appropriately in sales scenarios, and performing common sales
calculations
Filing & organization — Proficient

January 2023
Arranging and managing information or materials using a set of rules
Project timeline management — Proficient

June 2024
Prioritizing and allocating time to effectively achieve project deliverables
Project timeline management — Proficient

January 2023
Prioritizing and allocating time to effectively achieve project deliverables
Management & leadership skills: Planning & execution — Proficient

January 2023
Planning and managing resources to accomplish organizational goals
Customer focus & orientation — Proficient

July 2024
Responding to customer situations with sensitivity
Analyzing data — Proficient

January 2023
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data
Management & leadership skills: Impact & influence — Proficient

January 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives
General manager (hospitality) — Proficient

February 2023
Solving group scheduling problems and reading and interpreting P&L statements
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
development in any professional field.

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DEJEAHN BROWN

Willing to relocate: Anywhere

Associate Client Manager

Client Success Manager

1 of 4 customer support team leads supervising 40 - 60 representatives, with up to 15 direct reports,

Customer Support Representative

Bachelors of Science in Criminal Justice

KAMGenius Plus - Certified Key Account Manager

Work style: Reliability — Proficient

Inside sales — Proficient

Filing & organization — Proficient

Project timeline management — Proficient

Project timeline management — Proficient

Management & leadership skills: Planning & execution — Proficient

Customer focus & orientation — Proficient

Analyzing data — Proficient

Management & leadership skills: Impact & influence — Proficient

General manager (hospitality) — Proficient

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