Jessica Thomas
Chico,California
Overview
13
13
years of professional experience
Work History
Director, Professional Services - Program Management
MeridianLink
01.2015 - Current
- Support Professional Services operations through forecasting, utilization management, hiring, revenue tracking, and leadership reporting for implementation and consulting teams.
- Support implementation and consulting teams through staffing, workload planning, performance management, and day-to-day operational support.
- Partner with Product, Sales, Customer Success, and Finance to align service offerings, delivery strategy, and customer outcomes.
- Evolved implementation methodology and delivery practices, contributing to faster onboarding and improved time-to-value for customers.
- Standardized Statements of Work (SOWs), scoping practices, implementation standards, and escalation processes to enhance consistency and elevate customer experience.
- Evolved team structures, career paths, job descriptions, and operating processes to align with growth and maturity of Professional Services organization.
- Built and led high-performing teams that helped improve eNPS from 20 to 67 with no detractors, reflecting a people-first approach to leadership and employee development.
- Enhanced visibility into completed-but-unbilled work, enabling teams to prioritize backlog reduction and streamline billing activities.
- Leveraged Claude AI and Microsoft Copilot to build dashboards, automate reporting, improve forecasting, and streamline strategic planning and documentation.
Member Service Representative
First Tech Federal Credit Union
01.2014 - 01.2015
- Developed trusted relationships with members, addressing everyday banking needs in a fast-paced branch environment.
Education
Bachelor of Arts - Family & Consumer Sciences with a Concentration in Family Studies
California State University, Sacramento
Skills
- Program Management
- Implementation Methodology
- Professional Services Leadership
- SaaS Delivery
- Financial Forecasting
- Revenue Tracking
- Resource & Capacity Planning
- Resource Management
- Change Management
- AI enablement
Tools And Platforms
- Claude AI
- Microsoft Copilot
- Salesforce
- Smartsheet
- Resource Management
- NetSuite
- Confluence
- Jira
- Asana
- Gong
- Lattice
- Microsoft 365
Leadership Highlights
- Contributed to reducing implementation timelines from 9-12 months to 5-6 months.
- Lead teams of up to 30 consulting and implementation professionals, including a manager and individual contributors.
- Support forecasting, utilization, budgeting, and revenue management for a $7 million Professional Services portfolio.
- Support delivery of approximately 250 customer implementations annually.
Timeline
Director, Professional Services - Program Management
MeridianLink
01.2015 - Current
Member Service Representative
First Tech Federal Credit Union
01.2014 - 01.2015
Bachelor of Arts - Family & Consumer Sciences with a Concentration in Family Studies
California State University, Sacramento