Jessica Acosta
Austin,TX
Summary
EdTech I SaaS I Customer Success Manager helping school districts drive Student Success!
Motivated individual with known track record for going above and beyond. Skilled in building internal and external relationships. Strong communication and interpersonal skills for providing solutions for customers.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Houghton Mifflin Harcourt Publishing Company
Austin, TX
02.2015 - Current
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Collaborate with sales and product teams to address customer success objectives.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions. Drives Customer Success!
- Analyze customer data to identify trends and develop strategies to improve customer success metrics.
- Monitor customer progress and addressed customer inquiries with timely and accurate updates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Providing leadership with program and platform resources.
Associate Inside Territory Account Manager
Houghton Mifflin Harcourt Publishing Company
Austin, TX
01.2020 - 01.2021
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Answered customers' questions regarding products, prices, and availability.
- Provided program quotes, sent out samples and set up demo accounts.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential. Provided program resources to leadership.
- Managed friendly and professional customer interactions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Sales Support Representative
Houghton Mifflin Harcourt Publishing Company
Austin, TX
02.2015 - 01.2020
- Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
- Created multiple cost proposals for sales opportunities. Send out samples per sales team request.
- Managed customer accounts, responding to inquiries and resolving customer service issues.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Assisted customers with sales needs such as inventory and shipping questions. Tracking orders.
Legal Assistant
Law Office Of G. E. Morris
Austin, TX
02.2014 - 02.2015
- Contacted clients to schedule appointments and discuss progress of cases.
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Organized documents to manage paper and electronic filing systems of clients.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
Education
Crockett High School
Austin, TXSkills
- Account Management
- Post-Sales Support
- Administrative Support
- Schedule/Calendar Management
- Problem-Solver
- Self Motivator/Time Management Skills
- Meeting Note-Taking Skills
- Product and Service Knowledge
- Salesforce Expert
- Gainsight Expert
- Data Entry
- Attention to Detail
- Outreach Management
- Event Planning
Timeline
Associate Inside Territory Account Manager
Houghton Mifflin Harcourt Publishing Company
01.2020 - 01.2021
Customer Success Manager
Houghton Mifflin Harcourt Publishing Company
02.2015 - Current
Sales Support Representative
Houghton Mifflin Harcourt Publishing Company
02.2015 - 01.2020
Legal Assistant
Law Office Of G. E. Morris
02.2014 - 02.2015
Crockett High School
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