JESSICA LEE
Highlands Ranch,CO
Summary
Results-driven customer success and account management expert with 10+ years in technology-enabled solutions for B2B SaaS and education sectors. Skilled in guiding clients through complex processes and improving customer satisfaction and retention rates. Strong relationship builder with experience in fast-paced environments, collaborating with key stakeholders.
Overview
12
12
years of professional experience
Work History
Customer Success Manager, School Districts
Zum Transportation
06.2024 - Current
- Managed customer relationships and daily service needs for school district clients, serving as primary contact.
- Proactively identified customer needs, resolved escalations, and communicated with stakeholders to enhance satisfaction.
- Coordinated with sales operations, dispatch, and internal teams to resolve issues, ensuring seamless service delivery and stakeholder satisfaction.
- Supported stakeholders in transportation planning and processing service requests, addressing complex account requirements to enhance operational effectiveness.
- Handled high-volume customer requests from inquiry to fulfillment, maintaining accurate account information and documentation.
- Facilitated onboarding and adoption of processes and technology by clarifying workflows and services, improving user understanding and engagement.
- Analyzed customer and operational data in Excel to identify trends and improve reporting accuracy.
- Contributed to process improvements that streamlined quoting, invoicing, communication, and service workflows.
Inside Account Manager SLED/Commercial Sales
Sterling Computers
North Sioux City, SD
07.2022 - 06.2024
- Partnered with customers to understand business needs and recommend solutions aligned with their operational goals both with their client and cloud needs.
- Managed customer relationships and account lifecycle from requirements gathering and quoting to order fulfillment and post-sale support, ensuring seamless service delivery.
- Resolved complex pricing, product availability, order, and vendor issues as primary contact for customers, enhancing customer satisfaction and trust.
- Analyzed client needs (client and Saas) to provide tailored solutions and recommendations.
- Collaborated cross-functionally with vendors, sales teams, operations, and internal stakeholders to ensure successful customer outcomes.
- Maintained accurate account, pricing, and order information while efficiently handling multiple priorities and customer requests.
- Used Excel and operational data to identify trends, improve accuracy, and support customer and business decision-making.
Partner Business Manager
Sterling Computers
North Sioux City, SD
04.2021 - 07.2022
- Managed strategic relationships across 50 partner accounts to enhance alignment between internal teams and external partners.
- Collaborated with executive leadership and marketing to optimize rebate programs for improved profitability.
- Cultivated stakeholder relationships to support pipeline growth and promote long-term account retention.
- Identified process gaps and implemented workflow improvements to enhance team efficiency.
- Monitored performance metrics to ensure adherence to revenue training and partnership requirements.
Specialty Shop Manager
Scheels All Sports
Sioux City, IA
02.2015 - 04.2021
- Drove consistent revenue and profit growth of 40% through customer-focused sales strategies
- Delivered personalized customer experiences that increased repeat business by 25%
- Mentored team of 20 associates, enhancing customer service performance and product knowledge
- Onboarded and trained 100 new hires, improving team development and retention
- Maintained team morale and performance during high-pressure periods, including COVID-19 pandemic
Education
Bachelor of Science - Accounting
University of Nebraska At Omaha
Omaha, NESkills
- Customer Success
- Account Management
- Customer Onboarding
- Customer Retention
- Renewal Readiness
- Implementation Support
- Strategic Account Planning
- Stakeholder Management
- Cross-Functional Collaboration
- Escalation Management
- Process Improvement
- Customer Experience
- Data Analysis and Reporting
- Excel
- CRM and Customer Support Tools
- Executive Communication
Timeline
Customer Success Manager, School Districts
Zum Transportation
06.2024 - Current
Inside Account Manager SLED/Commercial Sales
Sterling Computers
07.2022 - 06.2024
Partner Business Manager
Sterling Computers
04.2021 - 07.2022
Specialty Shop Manager
Scheels All Sports
02.2015 - 04.2021
Bachelor of Science - Accounting
University of Nebraska At Omaha