Improver

Jennifer Kline Shernoff

General Management | Product Management | Customer Experience | Wine Entrepreneur

Greater Seattle Area

Customer obsessed, I get excited about solving customer problems by combining the technology, processes, and tools to improve the customer experience across products and services. Customer loyalty is built from the very first interaction, and when companies get that right, they win. My passion is to help companies nurture customers to increase revenue, engagement, and retention.

At LivePerson, I helped strengthen Product Management & Design practices and led product managers, product designers, technical program managers and developers in improving developer and brand facing experiences across the platform. My team worked cross-functionality on some of the hardest problems including self service, localization and prioritization on behalf of our Enterprise brands.

At Avvo, I created and implemented a new marketing strategy and roadmap over 6 months, built momentum to increase the customer base with minimal spend, and designed a thoughtful measurement and test plan to show my team’s progress. At Liberty Mutual, I delivered technology through B2B2B distribution and improved the consumer experience while shaving millions of dollars off the bottom line by moving to e-capabilities.

What I love most is being close to the customer, living and breathing the customer experience and trying to see the brand as if I were in the customers’ shoes. I’m also a tester – I like to jump into new experiences and see what works and what doesn’t and try new things until something succeeds. I thrive when part of a team that values ownership, authenticity, and driving towards business results.

Specialties: General Management | Product Management | Customer Experience | User Experience | Contact Center | Customer Success | Marketing Research | Product Marketing | Operational Excellence | Six Sigma | Content Strategy | Email Marketing | Brand | Customer Retention | Customer Loyalty | Agile Methodology

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Experience:

• VP Product Management (LivePerson)
• Co-Founder - Sound Goods Wine (Sound Goods Wine )
• SVP Product & Design / Head of Product (Ada)
• Vice President Customer Experience (Liberty Mutual Insurance)
• Vice President Marketing (Avvo)

Skills:

• Product Marketing
• Marketing Strategy
• Market Planning
• Business Strategy
• Process Improvement
• Product Management
• Customer Experience
• Account Management
• Business Development
• Budgets
• Financial Services
• Cross-functional Team Leadership
• Analytics
• Vendor Management
• Analysis
• Strategy
• CRM
• User Experience
• Access
• Customer Insight
• B2B
• Web Analytics
• Business Planning
• Market Research
• Business Process Improvement
• Business Analysis
• Direct Marketing
• Insurance
• Customer Relationship Management (CRM)
• Management
• Online Marketing
• Property & Casualty Insurance