JACQUELINE M. BOURASSA
Chester,USA
Summary
Dynamic Customer Success & Implementation Specialist with a proven track record at Traild, excelling in client onboarding and SaaS implementation. Skilled in project management and user training, I successfully onboarded over 70 clients, enhancing satisfaction and driving revenue growth through tailored solutions and strong relationship management.
Overview
16
16
years of professional experience
Work History
CUSTOMER SUCCESS & IMPLEMENTATION SPECIALIST
TRAILD
02.2024 - 10.2025
- Collaborated with engineering teams to integrate client platforms with ERP systems.
- Conducted monthly health checks to enhance product usage and performance of SaaS platform.
- Partnered with sales team to promote new payment feature and drive upsells.
- Developed hands-on user training sessions for internal stakeholders.
- Led cross-functional efforts to resolve customer issues alongside product engineering and technical teams using Jira and Asana.
- Evaluated customer feedback to propel product enhancements and service advancements.
- Cultivated long-term relationships through comprehension of client needs and provision of tailored solutions and customized services.
- Assisted in establishing US team as one of the first 40 employees, contributing to company success.
Streamlined processes for enhanced operational efficiency.
Onboarded over 70 clients, ensuring smooth transitions and satisfaction.
Achieved successful onboarding of two clients within two weeks of start date, managing end-to-end implementation. - Fintech- SaaS
IMPLEMENTATION PROJECT MANAGER
Syndigo
04.2022 - 12.2022
- Delivered customized training to up to 15 SMB e-commerce clients within 8 weeks, generating contracts exceeding $50k in revenue.
- Executed technical feature sets through collaboration with IT, marketing, and sales teams to support project goals.
- Developed detail-oriented project plans using Smartsheet application to enhance operational efficiency.
- Engaged with internal stakeholders to align project objectives and timelines across teams.
- Streamlined communication processes across teams to optimize client onboarding and support.
- Facilitated process improvements for internal groups, enhancing workflow effectiveness.
- Collaborated with luxury beauty company to launch first enhanced content product on customer website.
- Implemented new strategies for showcasing products effectively on e-commerce platforms.
CLIENT ONBOARDING SPECIALIST
Experience.com
05.2021 - 04.2022
- Executed integrated onboarding experience for new customers in mortgage/real estate industry, ensuring alignment with sales strategy and enhancing client satisfaction.
- Collaborated with customer support and sales teams to define and align goals and objectives, improving client onboarding effectiveness.
- Served as primary contact for clients, ensuring seamless communication and addressing inquiries throughout the onboarding process.
- Leveraged monday.com and Salesforce to track and develop comprehensive onboarding timelines.
CLIENT SUPPORT SPECIALIST II
Intercontinental Exchange
07.2020 - 04.2021
- Acted as the escalation point for key customer issues and coordinated resolutions with the IT department via Jira.
- Executed configuration changes for customer entitlements across 15 concurrent projects, ensuring alignment with client needs.
- Managed product configurations for data services, ensuring seamless setup for new and existing clients.
- Delivered daily updates to internal stakeholders on onboarding progress through Salesforce application, enhancing communication and transparency.
- Delivered monthly and quarterly revenue forecasts for client projects, enhancing financial visibility.
TEAM LEAD AND PROJECT COORDINATOR
National Energy & Light
Nashua, NH
11.2019 - 03.2020
- Led five national accounts, ensuring seamless project delivery through two project administrators.
- Monitored project status and managed accounts alongside project administrators to ensure successful execution.
- Clarified requirements, scope, and objectives with external technicians to align project goals.
- Developed and implemented streamlined process in Smartsheet to improve internal project management.
SR. SERVICE OPS SPECIALIST & PROJECT COORDINATOR
Kronos, Inc./UKG
04.2010 - 10.2019
- Coordinated cross-functional groups, including finance, sales, and maintenance, ensuring compliance with project requirements.
- Maintained budgets and deadlines for partner-related projects while fostering relationships with partners.
- Assisted project managers with setup and billing/customer requests, facilitating processes for multiple vertical teams.
- Utilized qualitative analysis to generate reports and resolve billing disputes using EDW/Oracle.
- Developed customer and project sites for documentation purposes using SharePoint.
- Facilitated training sessions for new hires and interns within professional services.
- Supported HR and public relations functions in SaaS environment, contributing to improved operational efficiency.
Education
Bachelor's - Business Administration
University of New Hampshire
Manchester, NH05-2009
Skills
- SaaS implementation
- SaaS onboarding
- Client onboarding
- Customer onboarding
- User training
- Project management
- Technical support
- ERP integration
- Customer relationship management
Websites
Timeline
CUSTOMER SUCCESS & 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./UKG
04.2010 - 10.2019
Bachelor's - Business Administration
University of New Hampshire