Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jessica Parker

Rowlett,USA

Summary

Senior Manager of Customer Success Operations at ESO, achieved $3.1M in ARR through strategic planning and effective cross-functional collaboration. Specializes in operations management and team leadership, leveraging automation and AI to improve customer engagement and satisfaction. Developed impactful training programs that significantly enhance product adoption and value realization.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Manager of Customer Success Operations

ESO
Rowlett, TX
07.2022 - Current
  • Established and led Success Operations team, driving operational excellence initiatives.
  • Collaborated with product teams to deliver user experience insights.
  • Designed and implemented streamlined processes for renewal management, escalation protocols, and pricing strategies.
  • Automated processes for Customer Success and Sales teams using AI technologies.
  • Executed tailored Customer Success Cycles for Fire, EMS, and Hospital sectors, focusing on adoption and value realization.
  • Coordinated cross-functional collaboration among Success, Sales, Product, Support, Marketing, and Onboarding teams.
  • Contributed to end-of-life and upgrade projects, developing enablement strategies for customer-facing teams.
  • Led Price Realization efforts that generated an additional $3.1M in ARR.

Customer Success Manager

ESO
Rowlett, TX
07.2021 - 07.2022
  • Spearheaded development of processes and success plays for Customer Success team at ESO.
  • Managed portfolio of over 75 large and extra-large Fire and EMS accounts with tailored solutions.
  • Collaborated with internal teams to advocate for customer interests, ensuring alignment with goals.
  • Delivered comprehensive training programs on existing products and new features to drive adoption.

Fire Support Team Lead

ESO
Rowlett, TX
04.2019 - 07.2021
  • Managed team supporting over 800 scheduling customers and 5,000 Fire RMS customers.
  • Onboarded new team members with comprehensive training on procedures and safety protocols.
  • Designed processes to improve efficiency in escalation management and enhancement request tracking.
  • Developed product-specific training programs for cross-functional teams to enhance effectiveness.
  • Participated in Sprint planning, prioritizing enhancement requests based on business needs.
  • Created and maintained knowledge base articles for internal and external user accessibility.

Customer Success Manager

eCore Software
Rowlett, TX
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
Garland, TX
10.2014 - 10.2018
  • Expanded customer product lines to achieve upsell and cross-sell targets through detailed quotes and specifications.
  • Maintained high client retention rate by delivering exceptional customer service and anticipating needs.
  • Managed diverse portfolio of over 200 accounts, ensuring prompt communication and effective issue resolution.
  • Resolved escalated issues to preserve client relationships and mitigate potential losses.

Education

A Level’s - History And Social Policy

Wootton Bassett College
Royal Wootton Bassett, UK

Skills

  • Team leadership
  • Effective communication
  • Complex problem-solving
  • Operations management
  • Strategic planning
  • Project management
  • Cross-functional collaboration
  • Policy implementation
  • Customer service
  • Training and development
  • Microsoft 365 suite
  • CoPilot and Gainsight
  • Salesforce and Zendesk
  • Atlassian tools
  • Pendo and Power BI
  • AS400 system
  • Magnify and Gong

Certification

  • Certified Customer Success Manager, SuccessCoaching - 2021
  • Pendo Essential - Pendo Academy - Spring 2024

Timeline

Senior 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

A Level’s - History And Social Policy

Wootton Bassett College

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