Jacqueline M. Bourassa
Chester,NH
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Expert with 13+ years of SaaS knowledge; both in start up and experienced workplaces. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
13
13
years of professional experience
Work History
Customer Success Manager/Implementation Specialist
TRAILD
02.2024 - 10.2025
- Assisted customers with onboarding and product configuration to foster successful adoption and usage; to 20 at a time between 2 different ERP systems (Acumatica and Syspro) within 6-8 weeks.
- Worked closely with engineering colleagues to master client integrations between the platform and ERP system.
- Delivered monthly health checks with clients to assist with product enhancement and usage of SaaS platform.
- Worked closely with sales group to upsell new Payment feature.
- Constructed in hands on user training for internal stakeholders.
- Championed cross-functional collaboration to resolve customer issues efficiently with product, Software Egineering, and technical teams using JIRA and Asana in a timely manner.
- Analyzed customer feedback to drive product enhancements and service improvements.
- Fostered long-term relationships by understanding client needs and delivering tailored solutions and customized services.
- Achievement: Was one of the first 40 employees on US team, while bringing much success/streamline processes for company and onboarded over 70 clients. Also, I successfully onboarded two clients within two weeks of the start date; this was the end-to-end total implementation.
- Reason for leaving: I’m seeking new challenges that better align with my long-term career goals. While I’ve enjoyed my time and relationships at this company and have gained valuable experience, I’ve reached a point where the opportunities for growth and advancement are limited. I’m excited about this new opportunity because it aligns more closely with my skills, passion, and desire to contribute to a team that fosters innovation and personal development
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Implementation Project Manager
Syndigo
04.2022 - 12.2022
- Delivered high end and customized training to new and existing SMB E-Commerce clients; up to 15 accounts within 8 weeks on CXH platform for contracts over $50k in revenue.
- Executed a multitude of technical and enhanced feature sets sold to clients by working with multiple internal groups, such as IT, Marketing, and Sales.
- Constructed detailed oriented project plans via Smartsheet application.
- Participated in handling new processes and scopes for internal groups to retain workflow.
- Achievement: Collaborated with high end beauty company to output and get live the first Enhanced content product on customer website to showcase, within scope.
- Reason for leaving: Family matters that occurred, enabled me to stay at home with children
Client Onboarding Specialist
Experience.com
05.2021 - 04.2022
- Served as central point of contact for new customers in Mortgage/Real Estate industry and executed integrated onboarding experience to the platform anchored upon sales strategy within scope of contract.
- Utilized tools such as, Monday.com/Salesforce to track and develop onboarding timeline.
- Collaborated with CSM, customer support, and sales teams to align goals and objectives for clients.
- Solutions oriented professional dedicated to working with clients and internals and achieve success.
- Reflect experience with the SaaS and Tech world; both large and small businesses and produce high achieving growth and retention.
- I thrive on being a skilled collaborator and having a high sense of urgency.
- I showcase being a customer success and support professional skilled in the sales process, Implementation, Training, while utilizing many CRM tools such as Salesforce, Smartsheet, Monday.com and Oracle applications.
Client Support Specialist II
Intercontinental Exchange
07.2020 - 04.2021
- Responsible for set-up and management for new and existing client product configurations for data services.
- Escalation point for customers for key issues for resolution with the IT dept., using JIRA ticketing.
- Executed configuration changes to customer entitlements, up to 15 projects at one time.
- Communicated daily to internal stakeholders and update them on progress of onboarding progress via Salesforce application.
- Delivered monthly and quarterly revenue stream and forecasting results within client projects.
- Reason for leaving: Relocated to Tennessee and company did not allow me to continue to work remotely
Team Lead and Project Coordinator
National Energy & Light
11.2019 - 03.2020
- Team lead for 5 National Accounts to oversee project delivery for two project admins.
- Assisted Project Admins with project status and accounts to offer exceptional support and execution.
- Communicated with external technicians to identify and define requirements, scope and objectives.
- Achievement: Created and implemented a streamline process in Smartsheet application for internal project management team and activity for effective process flow.
- Reason for leaving: Covid - Pandemic
SR. Service Ops Specialist & Project Coordinator
Kronos, Inc.
04.2013 - 10.2019
- Supported multiple vertical teams(Healthcare, Retail, S&D) by assisting PM's with project setup and handling billing/customer requests.
- Used qualitative analysis to run reports and resolve billing disputes using EDW/Oracle and coordinated with many cross-functional groups (finance, sales, maintenance) to maintain conformance.
- Created customer and project sites for documentation, using SharePoint.
- Maintained project budget and deadlines for partner-related projects, as well as establishing relationships with partners.
- Assisted with training for all new hires and interns within Professional Services.
- Reason for leaving: Laid off as role was overturned
Education
Bachelor's - Business Administration
University of New Hampshire
Manchester, NH05.2009
Skills
- Client account oversight
- Comprehensive documentation skills
- Strategic project planning
- Skilled in Microsoft Office tools
- Clear communication skills
- Effective analytical skills
- Customer retention
- Proficient in CRM tools
- Client service optimization
- Mentorship development
- Expert in 'wearing many hats'
- Teamwork and collaboration
Timeline
Customer Success Manager/Implementation Specialist
TRAILD
02.2024 - 10.2025
Implementation Project Manager
Syndigo
04.2022 - 12.2022
Client Onboarding Specialist
Experience.com
05.2021 - 04.2022
Client Support Specialist II
Intercontinental Exchange
07.2020 - 04.2021
Team Lead and Project Coordinator
National Energy & Light
11.2019 - 03.2020
SR. Service Ops Specialist & Project Coordinator
Kronos, Inc.
04.2013 - 10.2019
Bachelor's - Business Administration
University of New Hampshire