Jessica McDouall

As Chief Customer Officer at Monetate I lead the Professional Services, Success, Support and Post Sales Operations teams. As a post-sales team we are focused on driving retention and growth across our global customer base to deliver an exceptional experience. We leverage data to derive actionable insights, shaping our engagement methodology.

• Successfully led post sales team through transition and change of ownership to new investment firm.
• Engaged with cross-functional leaders to define corporate strategy, goals, and values, fostering a culture centered on accountability, transparency, and trust.
• Implemented playbooks across post sales resulting in 3% YoY increase in NRR.
• Collaborated with marketing to identify compelling speakers, craft engaging content, and facilitate collaborative working sessions, ensuring success and impact of client summits.

In my role as Vice President of Global Customer Success, I spearheaded the efforts of the customer success and support teams across the US and EMEA for the Kibo Commerce and Personalization Platforms. The success team was instrumental in fostering retention and growth through strategic value-based initiatives. Collaborating closely with key stakeholders, we achieved key performance indicators (KPIs) and advocated for platform enhancements to drive customer advocacy and establish long-term customer relationships. Customers enjoyed a seamless experience while interacting with our support teams, resulting in swift issue resolution. Achieved quarter-over-quarter Customer Satisfaction (CSAT) scores of 96%.

• Revamped the customer engagement framework to optimize interactions with key stakeholders, effectively showcasing the value of the products and services purchased.
• Cultivated executive relationships within the customer base, emphasizing alignment, value, and growth.
• Mentored and developed the team to create a culture of transparency, inclusivity and connectedness.

As General Manager, TADS and HES, I owned P&L and led client implementation and ongoing customer success across multiple subscription and software products serving private and independent K-12 schools.

• Owned the post sales client experience by product line, services revenue expansion, technical support and overall NPS and CSAT.
• Optimized client assignment and capacity, built hiring and training plans based on the seasonality of the business.
• Provided metrics on service KPI's and productivity.

As Vice President of Client Services I owned client implementation and ongoing customer care across multiple software products serving private and independent K-12 schools. The client services teams played a crucial role in revenue growth and retention activities by optimizing processes and procedures, implementing technology to scale and selecting partners to enhance the customer experience.

• Owned the post sales customer experience by product line, services revenue expansion, technical support and overall CSAT.
• Optimized portfolio assignment, built hiring and training plans, established and reported on KPI and productivity metrics.
• Developed process and methods to monetize services to capture market opportunities.

Built and successfully managed first-ever Customer Success Model. Led Support, Customer Training and Education and Customer Success Management functions within the organization. Drove the strategic direction of the Customer Success Management, Internal and Customer facing Training and Education teams, of 33 technical and business professionals. Managed an annual budget of $3.8M. Reported to the Vice President Customer Success.

• - Revamped the Customer Training and Education teams which led to a 10% efficiency gain.
• - Implemented and launched a Learning Management System (SchoolKeep) for customers to access 24x7 with the intent to decrease support contacts, increase CSAT and customer retention.

As Director of Customer Success Management I played an instrumental role in delighting and retaining our customers, while building long-lasting relationships. I was responsible for managing a team of Customer Success Managers, Trainers and Designers. I was also responsible for analyzing customer behavior, delivering strategic business reviews and sustaining net promoter scores.

• Collaborated cross functionally to develop and implement personalized programs, deliver continued value to the customer, ensure contract renewals, and drive long-term customer success.
• Gained a deep knowledge of the customer journey in order to drive meaningful engagements with customers.
• Leveraged CSM tool (Gainsight) and analytics to uncover data insights.
• Made customer data more accessible and relevant across the organization to drive strategic programs.
• Contributed ideas and lead strategic initiatives to improve the customer experience.

As Director of the WebForms Fulfillment Support team, I was responsible for ensuring satisfaction of customers leveraging our Web Fulfillment product. Customer satisfaction was driven by a team of 40 Analysts who were expected to deliver timely resolutions to customer issues. Analysts engaged with customers via phone, email, chat and our on-line support center.

• Reported on how each Manager and their individual team delivered on overall team goals that ultimately drove customer satisfaction.
• Leveraged data to improve training and process to ensure timely issue resolution and consistent customer communications.
• Drove positive change throughout organization and scaled team as customer base grew.

As Manager of the Non-Integrated Services team, I was responsible for ensuring satisfaction of customers leveraging Non-Integrated products (~70k connections). Customer satisfaction was driven by a team of 40 analysts who were expected to deliver timely resolutions to customer issues. Analysts engaged with customers via phone, email, chat and the on-line support center.

• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Rolled out chat capabilities and launched an on-line support center with robust content to drive self service capabilities.
• Cross-trained existing employees to maximize team agility and performance.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.