Jessa Pauline Alegre

Work History

Brightly, A Siemens Company

06.2023 - Current

Manage a portfolio of 100+ accounts, contributing to $5 million in Annual Recurring Revenue.
Conduct comprehensive Account Reviews and Quarterly Business Reviews with both product users and decision-makers.
Lead the development and execution of Success Plans, ensuring clear responsibility assignment and follow-through across multiple user roles.
Facilitate client training sessions, optimizing software platform utilization and significantly enhancing overall client engagement.
Act as a liaison between clients and the product team, presenting enhancement requests to inform strategic roadmap decisions.
Collaborate seamlessly with Implementation and Sales teams, ensuring a smooth transition from Implementation to post go-live support.

Fastpath

02.2022 - 06.2023

Managed a portfolio of 200+ enterprise-level accounts with a focus on ensuring customer satisfaction, retention, and growth
Collaborated with sales, product, and support teams to develop and implement customer success plans and strategies that align with customer business goals
Proactively engaged with customers to understand their needs, identify opportunities for growth, and provide guidance on best practices for product usage
Analyzed customer data to identify trends and insights, and use this information to drive strategic decisions and improve the customer experience
Achieved a 98% customer satisfaction rating and a 50% reduction in churn my first year as a CSM with Fastpath
Conducted quarterly cadence business meetings with existing clients and gaining a deep understanding of customer goals by building trust and creating meaningful relationships among key stakeholders and Executives
Managed successful negotiation of long-term contract renewals and successfully moving more than 50% of my clients from annual renewal to multi-year renewals
Prepared renewal quotes and negotiating any commercial and legal terms with clients, such as sending most recent company SSA and DPA, assist in negotiating redlines, as well as assist in completing client vendor questionnaires
Managed and tracked the status of requirements and assigned tasks throughout a client's project lifecycle by emphasizing on meeting target dates and informing clients on setbacks and updated goals during QBRs.

ChiroTouch - Integrated Practice Solutions

10.2019 - 01.2022

Developed and implement retention strategies to improve customer lifetime value and reduce churn
Analyzed customer data to identify trends and create targeted campaigns to increase customer engagement and loyalty, with the help of Salesforce and Tableau system
Collaborated with cross-functional teams, including marketing, sales, and technical support, to ensure a seamless customer experience
Served as the primary point of contact for customers at risk of churn, proactively reaching out to address issues and provide solutions
Achieved a 23% reduction in customer churn and a 20% increase in customer lifetime value
Managed an innovative department focused on handling 200-250 ChiroTouch accounts/client monthly escalations
Developed and implemented retention campaigns, including email, phone, and direct mail, to improve engagement and loyalty.

ChiroTouch - Integrated Practice Solutions

10.2017 - 10.2020

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns to meet customer satisfaction
Assisted in transitioning from old billing software to the new billing software, Zuora, by attending meetings with Zuora Billing professionals and internally helping with electronic account transfers through Zuora and Salesforce
Managed account inquiries for the ChiroTouch-IPS Account, with inquiries ranging from subscription line item breakdown, invoice/statement requests, communicating and negotiation renewals, and amending subscriptions and services/products from Salesforce and Zuora Billing Software
Managed client inquiries and acted as the liaison between internal departments for answering and responding to a wide array of questions regarding contractual subscription; billing, account, and contractual disputes/inquiries; and sales related inquiries.

ChiroTouch - Integrated Practice Solutions

10.2018 - 10.2019

Curated the onboarding process for new clients, implementing ChiroTouch products and services by following a detailed onboarding map
Assisted Account Executives with strengthening relationships with customers and prospects by providing solutions and recommendations in the various implementation phases such as installation, data conversion, and training
Collaborated with I.T., Data Department, and Software Support to familiarize on company's products, computer hardware, software, and networking.

Integral Chiropractic

11.2015 - 10.2017

Managed office operations during and after hours using ChiroTouch EHR Software to coordinate patient and provider schedule, plan events, manage in house claims, track inventory, and provide highest quality patient satisfaction
Maintained books and records for a million dollar business by my first year, helping to ensure accurate reporting, regulatory compliance, and a keen understanding of financial performance (overall financial reporting improved by 100% due to new operating standards I created for the the practice)
Optimized office schedule to balance team workloads, group productivity and financial targets to meet our quarterly target of 15% increase every quarter
Cold called and networked with local bay area and Foster City organizations to help with bringing health awareness and our Practice to present lunch and learns to company events.

La Clinica De La Raza - Youth Heart Health Center

08.2014 - 12.2014

Planned registration drives in collaboration with The Oakland Unified School District's Health Practitioners, students, and The Bay Area Community to bring health awareness to the communities
Gave public and community based presentations on importance of health education and specific disease prevention and treatment strategies in regards to mental health, HIV AIDS awareness, and nutrition
Helped programs improve outreach efforts and results with fresh designs for educational materials and visual aids
Assisted with transitioning patient data from manual documentation to electronic data and attained individual patient reports for multiple unified school district departments to one-hundred percent electronic records by year end of 2014.