JESSICA AMACHER
Albertville,USA
Summary
Versatile and results-driven SaaS professional with a proven history of success at JazzHR, DIRECTV, Inc., and SPUR. Known for driving performance improvements, solving complex technical challenges, and enhancing the customer journey through strategic, data-informed solutions. Skilled in building strong client relationships, optimizing user experiences, and delivering impactful training via learning management systems. Brings a proactive mindset, strong analytical skills, and a friendly, solutions-oriented attitude to every interaction.
Overview
20
20
years of professional experience
Work History
Onboarding Specialist
Boulevard
09.2025 - Current
- Act as the primary point of contact for new clients, guiding them through onboarding via email, SMS, phone, and live video sessions while delivering a high-touch, consultative experience
- Lead end-to-end onboarding projects for SMB and multi-location businesses, ensuring timely and successful go-live aligned with client goals
- Translate business needs into tailored platform configurations, including services, schedules, staff setups, payments, and client communication workflows
- Manage and validate data migrations (client lists, packages, memberships, gift cards), ensuring accuracy and a seamless transition into Boulevard
- Proactively identify onboarding risks and churn signals, implementing strategic solutions to retain and build long-term client confidence
- Partner cross-functionally with Sales, Product, Engineering, and Finance to troubleshoot issues, escalate feedback, and improve the onboarding experience
- Educate clients on best practices and platform capabilities, empowering them to confidently operate and grow their business post-launch
- Contribute to process improvements, documentation, and scalable onboarding strategies to enhance efficiency and customer satisfaction
Customer Success Manager
JazzHR
05.2025 - Current
- Assisted new customers during the onboarding process by providing a thorough introduction to the resources available for support.
- Organized webinars, workshops, or training sessions tailored to specific client requirements.
- Worked closely with technical support teams to ensure swift resolution of complex system-related issues reported by clients.
- Coordinated with product development teams to relay user feedback for future improvements.
- Served as primary point of contact for assigned clients, addressing inquiries and resolving issues promptly.
Technical Support Specialist
JazzHR
06.2024 - 05.2025
- Provide over-the-top, 'white glove' concierge-level service to Employ customers.
- Research technical issues, error codes, and software bugs in a timely manner, following up directly with customers to offer recommendations, action plans, and troubleshooting instructions.
- Optimize user experience within a SaaS environment.
- Monitored live chat support queues while providing real-time assistance to clients.
- Resolved customer issues by troubleshooting software and hardware problems.
- Developed knowledge base articles for common issues faced by customers.
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly.
New Hire Onboarding Specialist/Trainer
Sanmina/SCI
04.2022 - 02.2024
- Delivered New Hire onboarding training.
- Conducted occupational health-related tasks such as Respiratory Fit tests and Vision Exams.
- Obtained my certification for IPC 610 CIT Certified Trainer - Acceptability of Printed Circuit Boards.
Training Instructor
SPUR
12.2017 - 04.2022
- Developed an E-Learning system during COVID-19, leading the creation, writing, and development of multiple training programs, including converting Managing Crisis Safely into an online course.
- Provided support to employees during the onboarding process.
- Planned, coordinated, scheduled, and executed all training sessions to ensure consistent and effective delivery.
Training Instructor
IMG LIVE
07.2014 - 12.2017
- Travel to call centers nationwide to train DIRECTV Sales and Retention Agents.
- Created instructional writing of training scripts and educational videos based on DIRECTV services, Products, sales models, and Premium programming providers such as Showtime, HBO, Cinemax, and Starz.
Customer Service Call Center Supervisor
DIRECTV, INC
12.2009 - 08.2014
Quality Assurance Advisor
DIRECTV, INC
12.2009 - 11.2012
Employee Development Coach
DIRECTV, INC
08.2006 - 12.2008
Technical Support
DIRECTV, INC
08.2006 - 07.2007
Education
High School Diploma -
McGavock
NashvilleSkills
- Product support
- Customer onboarding
- Ticket management
- Problem-solving
- Remote technical support
- Customer training
- Analytical thinking
- Advanced troubleshooting
- CRM software expertise
Timeline
Onboarding Specialist
Boulevard
09.2025 - Current
Customer Success Manager
JazzHR
05.2025 - Current
Technical Support Specialist
JazzHR
06.2024 - 05.2025
New Hire Onboarding Specialist/Trainer
Sanmina/SCI
04.2022 - 02.2024
Training Instructor
SPUR
12.2017 - 04.2022
Training Instructor
IMG LIVE
07.2014 - 12.2017
Customer Service Call Center Supervisor
DIRECTV, INC
12.2009 - 08.2014
Quality Assurance Advisor
DIRECTV, INC
12.2009 - 11.2012
Employee Development Coach
DIRECTV, INC
08.2006 - 12.2008
Technical Support
DIRECTV, INC
08.2006 - 07.2007
High School Diploma -
McGavock