Jana Farrill Morrelli
About Jana Farrill Morrelli
Jana Farrill Morrelli serves as the Vice President of Customer Success at SeekOut, where she has led initiatives that increased employee satisfaction and customer satisfaction rates. With extensive experience in customer success roles across various companies, she has a strong background in strategy development and team leadership.
Work at SeekOut
Jana Farrill Morrelli serves as the Vice President of Customer Success at SeekOut, a position she has held since 2022. In this role, she leads initiatives to enhance customer satisfaction and success. Her leadership focuses on developing strategies that improve customer engagement and retention. Under her guidance, the customer success team aims to create scalable systems that support the company's growth and customer needs.
Previous Experience at Smartsheet
Before joining SeekOut, Jana held multiple roles at Smartsheet. She worked as the Senior Director of Customer Success & Scale for 11 months in 2021-2022, where she implemented ChurnZero to monitor customer health. This initiative contributed to a customer satisfaction rate exceeding 95%. Additionally, she served as the Senior Director of Commercial Customer Success for 4 months in 2022 and held various positions including Director of Customer Success for the West/APAC region and Senior Manager of Customer Success.
Education and Expertise
Jana earned her MBA in Entrepreneurship from the University of Washington - Michael G. Foster School of Business, completing her studies from 2011 to 2014. Prior to that, she obtained a Bachelor of Arts in Marketing from Tarleton State University, where she studied from 2000 to 2004. Her educational background supports her expertise in customer success and business development.
Achievements in Customer Success
Jana has demonstrated significant achievements in customer success throughout her career. She led a team of 40 in Enterprise and Tech Touch Customer Success, focusing on professionalizing early-stage customer success teams. Her 'Understanding Success First' approach has driven customer lifetime value, resulting in a consistent customer satisfaction rate above 95%. Additionally, she achieved a 7% increase in employee satisfaction year-over-year, even amid economic challenges.
Career Background
Jana's career includes diverse roles in customer success and business development across various companies. She worked as a Business Development Consultant in early-stage biotech from 2013 to 2014 and served as Director of Sales Operations at Tango Card, Inc. from 2014 to 2016. Her experience also includes a role as Strategic Account Executive at UnitedHealthcare from 2004 to 2005. This varied background has equipped her with a comprehensive understanding of customer needs and business dynamics.