Jacqueline Chemerys
Lewisville,Texas
Summary
Director, Client Success, implementation Leadership – CRM – Revenue & Profit Growth Client Manager with extensive experience and proven track-record, dedicated to building relationships and maximizing value through strategic multi-platform business partnerships. Knowledgeable Implementation Manager with more 10 years of experience. Researched approach to assessing installation, maintenance and troubleshooting barriers to determine corrective action. Comprehensive resource for managing implementations throughout lifecycle. Extensive oversight for documentation to streamline setup and preservation processes.
Overview
20
20
years of professional experience
Work History
Senior Implementation Manager
Filmtrack
01.2021 - Current
- Lead 10 successful implementations of Filmtrack and RoyaltyZone systems from complete sale to go live for entertainment and consumer goods company.
- Serves as a trusted advisor to clients during and post implementations providing expert guidance and recommendations based on extensive industry experience and knowledge.
- Conducting quality checks and testing of implemented solutions to ensure they meet client requirements and adhere to quality standards, identifying and resolving issues or discrepancies as needed
- Create customized onboarding materials tailored to each client''s unique needs, facilitating smoother transitions to new systems or processes.
- Manage approximately 30 client accounts, to ensure client success and satisfaction by proactively addressing client needs, providing guidance and assistance, and facilitating smooth transitions during implementation phase and afterwards
- Track audit on client usage of system and identifying opportunities of usage or preventing churn.
- Streamlined implementation processes by identifying and resolving bottlenecks, leading to more efficient project timelines.
Director of Client Services
Dependable Solution
01.2016 - 01.2021
- Lead and inspired a team of 6 Client Success Managers in UK and US. Provided guidance, mentorship, and support to ensure engagment with clients and drive success.
- Building and maintaining strong relationships with approxamilty 40 active accounts, understanding their business needs, and serving as a primary advocate for their interests within organization.
- Organized Client Conference yearly, in US and UK, to increase clients relationship, system review and evaluating customer feedback to identify areas for improvement and implemented necessary changes to enhance service quality. Successfully increased attendance by 30%.
- Oversee new client implementations of DRM, change management projects, client training and managing existing client relationships
- Worked closely with other departments to improve processes across company.
- Reduced staff turn-over and safeguarded skills-training ROI.
- Integral part in hiring, training, and managing team of Client Success Managers, including setting performance goals, conducting performance evaluations, and providing ongoing feedback and coaching.
- Developing and executing strategic plans for client success initiatives, aligning them with overall business objectives and revenue targets of organization.
- Utilizing data and analytics to track key performance metrics, identify trends, and derive actionable insights to enhance client experience and drive retention and expansion strategies.
- Boosted client-satisfaction records, impacting company reputation
- Collaborating closely with sales, marketing, product development, and support teams to ensure alignment on client needs, priorities, and goals, and to drive coordinated efforts to address concerns.
- Ability to quickly assess and address client issues or concerns, make informed decisions, and implement effective solutions that drive client satisfaction and loyalty.
- Commitment to continuous learning and improvement, staying abreast of industry trends, best practices, and emerging technologies in client success management, and applying them to enhance client outcomes.
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
- Collaborated closely with cross-functional teams to ensure seamless delivery of products and services to clients.
Senior Client Sucess
Dependable Solution
01.2014 - 01.2016
- Supported and trained a portfolio of approximately 16 global clients using self-authored materials, providing troubleshooting and prompt resolution.
- Implemented software integration data analysis across varied business processes and sectors from product development to legal trademarking.
- Conducted high-level, detailed sales demonstrations and use-case scenarios to investigate and enhance client needs.
- Encouraged inter-departmental communication and collaboration, raising efficiency.
- Raised monthly webinar exposure, attendance by 50%.
- Conducted software Quality Assurance and User Acceptance testing.
- Opened regular client contact and avenue to communicate issues.
- Documented items, prioritized reports, and resolved problems succinctly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Operation Manager
Dillard's
01.2004 - 01.2014
- Controlled departmental expenses within set budget, including payroll, supplies, and general ledger.
- Hired, trained and developed employees and department managers.
- Conducted annual management reviews.
- Provided inventory support and guidance, communicated inventory results, and promoted corporate directives.
- Oversaw HR to ensure administrative policy, procedures, and safety rules compliance.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Fashion & Merchandising -
College LaSalle
Montreal, MO12.1998
Skills
- Brand Development & Implementation
- Customized Business Solutions
- Financial Budgeting, Reporting & Monitoring
- Team Building & Leadership
- Performance Management
- Cross-Functional Leadership
- Customer Relationship Management (CRM) and Key Metrics analysis
- User Support, Troubleshooting
- Project Planning
- Risk Assessment & Management
- Policies, Compliance, & Best Practice
- Relationship Building
- Decision-Making
- Active Listening
Technical Programs And Software
- Dependable Rights Manager software
- RoyaltyZone Software
- Filmtrack Software
- Microsoft Office Suite
- Illustrator
- Salesforce
- Acrobat Professional
- Zendesk
- Atlassian Product Suite
- Oracle
- SAP
Languages
French
Native or Bilingual
Timeline
Senior Implementation Manager
Filmtrack
01.2021 - Current
Director of Client Services
Dependable Solution
01.2016 - 01.2021
Senior Client Sucess
Dependable Solution
01.2014 - 01.2016
Operation Manager
Dillard's
01.2004 - 01.2014
Fashion & Merchandising -
College LaSalle
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