As vice president of customer success and renewals, Jane Graham leads a global team of both customer-facing and operations-focused experts at Kronos, overseeing the company’s customer engagement lifecycle and recurring revenue footprint. Her primary mission is to provide an integrated customer service experience by delivering a personal, proactive, and proven experience throughout the customer journey and achieving best-in-class renewal rates across the company’s subscription and maintenance product portfolio. By engaging customers as partners and ensuring customers have a successful and positive experience from initial purchase to renewal, Graham and her team ensure that customers continue to recognize the total value of their investment in Kronos year after year.
Upon joining Kronos in 2017, Graham has instilled a devotion to building and maintaining operationally-sound models for enhancing customer engagement, improving retention, and identifying opportunities to increase usage and adoption of all Kronos software-as-a-service solutions. Under her leadership, the company’s converged customer success and renewals functions offer a comprehensive experience for customers that is centered on building long-lasting and loyal partnerships.
Graham came to Kronos with a strong track record of deploying new service models to bring value to customers and optimizing renewal strategies for technology companies. At Blackbaud, a cloud technology company supplying software and services designed for nonprofit organizations, she was instrumental in building the renewal process, improving rates of customer retention, and was part of the founding team of leaders that organized the company’s inaugural customer success program. In her most recent role as director of customer retention, she consulted on global retention efforts for more than 22,000 clients across business units and managed Blackbaud’s recurring revenue stream of more than $300 million.
Prior to Kronos, Graham held contract- and business-management roles including the management of a multimillion-dollar federal grant at the Institute for Development and Commercialization of Advanced Sensor Technology, where she supported collaborative efforts with the Airforce and other entities in promoting sensor technology innovation.
Graham earned a dual bachelor’s degree in entrepreneurship and international business from the University of Dayton. She also serves as a committee member for the Charleston Animal Society and volunteers regularly at Charleston Waterkeeper and Unchain Charleston, a Pet Helpers affiliate.
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