Carlton Cummings
About Carlton Cummings
Carlton Cummings serves as the Senior Customer Success Manager at Jifflenow, where he has worked since 2017. With a background in customer success management and executive assistance, he effectively collaborates with teams to enhance customer experiences.
Work at Jifflenow
Carlton Cummings has been serving as a Senior Customer Success Manager (CSM) at Jifflenow since 2017. In this role, he collaborates with engineering and development teams to configure software platforms according to customer requirements and troubleshoot technical issues. He facilitates seamless customer onboarding processes, ensuring smooth transitions for new clients. Cummings proactively answers customer queries and configures events in both test and live instances of Jifflenow products. He also acts as a trusted advisor by addressing customer complaints and requests through various communication channels, including phone, email, live chats, and video conferencing.
Previous Experience
Before joining Jifflenow, Carlton Cummings worked at Hewlett-Packard as a Customer Success Manager (SaaS) from 2000 to 2009. He spent nine years in this role, where he focused on customer success strategies within the software-as-a-service sector. Following his tenure at Hewlett-Packard, he served as an Executive Assistant to the CEO and Executive Staff at 8minutenergy Renewables, LLC from 2010 to 2015. He then took on a similar role at LifeStorage Management from 2015 to 2016, supporting the executive team, including the CEO, COO, CFO, CIO, and General Counsel.
Education and Expertise
Carlton Cummings studied at MTI College of Business & Technology, where he earned an Associate of Applied Science (AAS) degree in Computer Science from 2000 to 2002. His educational background provides a strong foundation for his work in customer success management, particularly in understanding the technical aspects of software platforms. Cummings leverages his expertise to create and contribute to educational opportunities across his company, focusing on industry knowledge and customer best practices.
Customer Success Strategies
In his role as a Senior Customer Success Manager, Carlton Cummings supports Account Managers with customer renewals by identifying and prioritizing resources based on perceived risk, potential growth, strategic value, and renewal timeframe. He emphasizes proactive communication and problem-solving to enhance customer satisfaction and retention. His approach includes facilitating educational initiatives that improve customer understanding of best practices and industry standards.