JESSA ALEGRE

• Developed standardized operational processes, reporting workflows, onboarding documentation, and scalable operating procedures that improved efficiency, customer experience, and business operations.
• Built scalable operational systems and successfully transitioned daily business operations to full-time property managers and local vendors through standardized documentation, training, and operational playbooks.

• Managed a portfolio of 100+ healthcare and public-sector SaaS customers totaling approximately $5-$6M ARR, driving onboarding, adoption, retention, renewals, expansion, and long-term customer success.
• Partnered with executive stakeholders, Engineering, Product, Sales Engineers, and Delivery teams to analyze operational performance, develop Customer Success Plans, conduct Executive Business Reviews, and implement strategies that improved customer outcomes and system adoption.
• Conducted Executive Business Reviews and strategic planning sessions to review customer health, business objectives, adoption trends, and long-term success strategies.
• Leveraged Salesforce and ChurnZero analytics to monitor KPIs, analyze customer health trends, identify root causes of
adoption challenges, and proactively reduce churn across a portfolio of 100+ enterprise customers.
• Led onboarding, customer training, webinars, and ongoing account reviews that accelerated adoption, increased engagement, and strengthened long-term customer loyalty.

• Managed a mid-market and enterprise SaaS portfolio through onboarding, adoption, customer health monitoring, renewals, expansion, and advocacy while serving as the primary customer contract.
• Built trusted advisor relationships with executive stakeholders by understanding business priorities, recommending strategic workflow improvements, and driving long-term value realization across enterprise accounts.
• Reduced customer churn by 5% while maintaining 98% customer satisfaction through proactive relationship management and consultative customer success strategies.
• Owned renewal planning alongside Account Executives, supported pricing discussions, identified expansion opportunities, and partnered with customers to maximize long-term account value.
• Developed strategic Customer Success Plans aligned with customer business goals, product adoption, and long-term success.
• Analyzed customer health metrics, product usage, and stakeholder feedback to identify operational trends, improve adoption, prioritize corrective actions, and strengthen long-term customer success.

• Built ChiroTouch’s first Customer Retention Department, creating scalable customer success playbooks, retention programs, health monitoring processes, and customer communications that reduced churn by 23% and increased multi-year renewals by 20%.
• Leveraged Salesforce reporting, customer health metrics, and account trends to proactively identify at-risk customers,
improve renewals, and strengthen customer retention.
• Established KPIs, monitored operational performance metrics, analyzed customer success data, and implemented continuous improvement initiatives that strengthened service quality and operational consistency.
• Analyzed customer health metrics, Salesforce reporting, customer sentiment, and engagement trends to proactively identify at-risk customers and improve retention outcomes.
• Collaborated with Product, Sales, Professional Services, Technical Support, Finance, and Engineering to resolve escalations, improve customer experience, and serve as the Voice of the Customer.
• Developed customer onboarding resources, webinar content, customer communications, lifecycle campaigns, and self-service documentation that improved adoption, engagement, and customer satisfaction.
• Leveraged Salesforce reporting and customer health analytics to forecast retention risk communicate trends, improve renewal outcomes, and support executive decision-making.

• Owned end-to-end software implementations from kickoff through go-live, managing customer onboarding, discovery
sessions, workflow configuration, implementation planning, customer training, adoption, and post-launch optimization.
• Guided customer implementations through onboarding, workflow optimization, administrator training, product education, and change management to ensure successful long-term adoption.
• Managed enterprise software implementations while partnering with Product, Technical Support, Engineering, Account Management, and customers to optimize workflows, resolve implementation risks, and ensure successful system adoption.
• Proactively identified implementation risks, resolved customer challenges, removed onboarding barriers, and maintained project momentum through successful go-live.

• Managed day-to-day operations for a high-volume healthcare practice, partnering with providers, staff, and patients to improve workflows, technology adoption, scheduling efficiency, and the overall patient experience.
• Analyzed five years of business performance data to establish quarterly growth goals, contributing to the clinic achieving its first $1M+ in annual revenue within my first year.
• Developed standardized operation procedures (SOPs), managed project coordination across staff and providers, hired and trained employees, and improved workflow consistency to support long-term operational scalability.
• Evaluated and implemented new technology solutions that improved customer access, operational efficiency, and overall client experience.

• Organized health registration drives and delivered educational presentations on public health topics, contributing to community outreach.
• Supported data digitalization efforts, achieving a 100% transition to electronic records for the Oakland Unified School District.

• Emphasis in Community-Based Public Health
• Member of HESA (Health Education Student Association)
• Member of PACE (Philippine American Collegiate Endeavor)