Jenna Gould: Senior customer success manager in San Diego, California

● Manage the experience and brand reputation of key GoFundMe customers including celebrities, professional athletes and associated organizations, government entities, and controversial persons. ● Develop high-level insight reports and quarterly business reviews to communicate customer impact, key metrics, and current challenges to internal executive sponsors and decision makers. ● Manage cross-functional experimental projects from start to finish with Data, Digital Marketing, Corporate Affairs, and Product teams. Ex: profile photo product launch, Better Together 10X planning, Give Help Pilot, and Partner Page development.

● Created and executed on a 6 month acquisition strategy to secure new partnerships and brand ambassadors with the goal of bringing in sourced GDV, new platform use cases, and increased brand trust, and impressions. ● Managed charity product localization projects from initiation to completion. Advocated for partners by summarizing customer insights and sharing feedback with internal teams. ● Conducted local market research to identify non-profit and crowdfunding market trends, customer needs, and product opportunities. ● Collected, visualized, and validated customer data for EOY Giving Report. Ran experiment alongside the Report to test the success (GDV increase) of posting EOY updates on fundraisers that were still active and hadn't met goals..

● Managed the experience and brand reputation of viral, high dollar, crisis, and controversial accounts. ● Ideated and built makeshift solutions for customers with urgent, unique needs. Advocated for customers in post-mortem reviews by summarizing and sharing feedback with internal teams. Ex: legacy Stripe account shutdown.

● Answered escalated inbound customer emails. Exceeded quality and customer satisfaction performance metrics. ● Acted as assistant product manager for Customer Experience. Surfaced user experience issues and opportunities that arose through survey, feedback, and Looker/Zendesk data, aided in prioritization of fixes, and followed through to resolution. ● Led and implemented a complete redesign of the GoFundMe Help Center content and IA. Developed and monitored project plans, schedules, and budgets, consistently meeting project milestones and customer experience targets. ● Acted as main POC for GoFundMe payment processor partner, Adyen. Conducted regular stakeholder meetings and provided transparent project updates to senior management, addressing any concerns and ensuring alignment with collaborative goals.