Jessica Parker
Rowlett,Texas
Summary
Proven leader in Customer Success Operations at ESO, adept in operations management and cross-functional teamwork. Spearheaded the creation of success cycles, significantly enhancing customer engagement and collaboration across sales, product, and support teams. Excelled in strategic planning and team leadership, driving process improvements and fostering customer-centric initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager of Customer Success Operations
ESO
07.2022 - Current
- Established and led the Success Operations team, driving key initiatives and fostering a culture of operational excellence.
- Onboarded and led a team of 5, providing guidance and support to ensure successful integration and performance.
- Designed and implemented streamlined processes for critical functions, including renewal management, escalation protocols, and pricing realization strategies.
- Created and executed Customer Success Cycles tailored to the Fire, EMS, and Hospitality sectors, focusing on adoption and value realization.
- Enhanced cross-functional collaboration by coordinating efforts between Success, Sales, Product, Support, Marketing, and Onboarding teams.
- Contributed to major end-of-life and upgrade projects, such as Emergency Reporting Upgrades and Fire House transitions, developing processes and enablement strategies to support customer-facing teams through these transitions.
Customer Success Manager
ESO
07.2021 - 07.2022
- Spearheaded the development of processes, plays, and the initial setup for the Customer Success team at ESO, ensuring a robust foundation for customer engagement and support.
- Managed a portfolio of over 75 large and extra-large Fire and EMS accounts, delivering tailored solutions to meet their complex needs.
- Collaborated with internal teams to advocate for customer interests across functions, enhancing overall satisfaction and alignment with organizational goals.
- Delivered comprehensive training and enablement programs for customers on existing products as well as new features and offerings, driving product adoption and value realization.
- Developed and implemented metrics to effectively track and evaluate the success of customer engagements, providing actionable insights for continuous improvement.
Fire Support Team Lead
ESO
04.2019 - 07.2021
- Managed a team of three supporting over 800 Scheduling customers
- Onboarded new team members by providing comprehensive training on company procedures and safety protocols, ensuring adherence to best practices.
- Designed and implemented processes to enhance the efficiency of escalation management and tracking of enhancement requests.
- Developed and delivered product-specific training programs to cross-functional teams, enhancing their understanding and effectiveness.
- Created and maintained knowledge base articles for both internal teams and external resources, ensuring up-to-date and accessible information.
Customer Success Manager
Ecore Software
10.2018 - 04.2019
- Oversaw a portfolio of over 75 Scheduling customers, ensuring seamless transition from sales handoff to successful realization and implementation.
- Actively contributed to the development of customer health metrics, enhancing the ability to monitor and improve customer satisfaction and success.
Account Manager
Inteplast Engineering Films
10.2014 - 10.2018
- Achieved upsell and cross-sell goals by actively expanding customer product lines and delivering detailed quotes and specifications.
- Maintained a high client retention rate through exceptional customer service and proactive anticipation of client needs.
- Managed a diverse portfolio of over 200 accounts, ensuring prompt communication and effective resolution of issues.
- Successfully addressed and resolved escalated issues, preserving valuable client relationships and preventing potential losses.
Education
Bachelor of Arts - Political Science
University of York
York, UK2003
Associate of Arts - A'Level History And A'Level Social Policy
Wootton Bassett College
Royal Wootton Bassett, UK2000
Skills
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Strategic Planning
- Project Management
- Cross-Functional Teamwork
- Policy Implementation
- Teamwork and Collaboration
- Customer Service
- Effective Communication
- Training and Development
Certification
- Certified Customer Success Manager, SuccessCoaching - 2021
- Pendo Essential - Pendo Academy - Spring 2024
Timeline
Manager of Customer Success Operations
ESO
07.2022 - Current
Customer Success Manager
ESO
07.2021 - 07.2022
Fire Support Team Lead
ESO
04.2019 - 07.2021
Customer Success Manager
Ecore Software
10.2018 - 04.2019
Account Manager
Inteplast Engineering Films
10.2014 - 10.2018
Bachelor of Arts - Political Science
University of York
Associate of Arts - A'Level History And A'Level Social Policy
Wootton Bassett College
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