Jill Puccia
Manchester,NJ
Summary
Results driven professional with 25 years of experience in B2B, Payments, and Fraud sectors. Proven track record in networking, prospecting, and business development, consistently driving revenue growth and exceeding performance goals. Expert in managing high-demand accounts with a strategic, organized approach and persuasive communication skills. Known for building strong, lasting client relationships and delivering value in complex business environments.
Overview
25
25
years of professional experience
Work History
Enterprise Account Manager
Bottomline Technologies
06.2024 - 03.2025
- Company Overview: A global leader in business payments and online cash management and transaction banking solutions
- Managed portfolio of up to 19 clients with an annual book of business of ~ $10.5 M+
- Managed B2B clients to drive revenue growth, while enriching their customer experience throughout the client’s lifecycle
- Focused on driving account expansion through consultative and proactive engagement strategies
- Developed trusted advisor relationship with C-Level executives within the client organizations to enhance the overall relationship, client stickiness and account expansion
- Responsible for managing the overall client relationship while monitoring and driving adoption and revenue growth for my client base
- Executed monthly and Quarterly business reviews, including identifying status of value realization, identifying areas of opportunity and resolving open issues and challenges
- Collaborated closely with sales to drive new business within existing Clients by providing insights into goals, pain points and key initiatives
- Presented product roadmap highlights to Clients, articulating how the investments and innovations translated to business value
- Identified and worked to mitigate churn
- Acted as effective Client advocate for product direction by communicating client’s needs, requirements and expected impact while working with product and facilitating beta enrollment
- Provided recurring communications across the organization as to the pulse of the client to key stakeholders and CEO
Customer Success Manager
Radial Logistics
08.2023 - 01.2024
- Company Overview: Radial specializes in the integration of eCommerce fulfillment solutions tailored, for mid-market and enterprise brands to ensure seamless transitions from cart to customer with our comprehensive strategies
- Managed portfolio of up to 4 clients with a book of business of ~ $3.5M+
- Owned overall relationship with clients, managers and executive sponsors and played a crucial role in ensuring customer satisfaction and fostering long-term relationships with clients
- Identified opportunities for upselling additional services that would benefit the client; Introduced clients to new features or offerings that aligned with their business objectives
- Increased customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary
- Single point of contact and escalation between the client and Radial organizations
- Worked with internal teams to address challenges and ensure that contractual commitments were met
- Executed, in person, Quarterly Business Reviews and Operational review sessions
Account Manager
Minitab
01.2022 - 08.2022
- Company Overview: A suite of software products and data analytics used to help businesses understand their data and make better decisions by performing various statistical analytics to drive quality improvement
- Managed a book of business that totaled ~10 clients which generated ~ $3 to $4M of revenue; clients such as Ford, Johnson and Johnson, 3M and Whirlpool
- Played a crucial role in ensuring customer satisfaction and fostering long-term relationships
- Educated clients on new functionalities and improvements to enhance their overall experience
- Collaborated with cross-functional teams to ensure a cohesive and successful implementation process
Customer Success, Merchant Retail
ACI WORLDWIDE INC
03.2015 - 01.2021
- Company Overview: ACI Merchant Payment solution offers merchants a secure omni-channel payments platform with the flexibility to support in-store (contact and contactless), eCommerce, eCommerce Fraud and mobile solutions to drive sales and payments, across all geographies and business units
- Primary focal point for post-sales operational services, escalation management, orchestration across verticals, and operational governance Identified and mitigated business impact of service incidents while tracking against Service Level Agreements
- Acted as strategic internal customer advocate focusing on the facilitation of solution delivery and coordinating internal resources for completion
- Collaborated with the Sales team and clients on new opportunities for customer growth, participating in strategic sales calls and executive reviews
- Provided client support for our company’s fraud based and payments solutions
- Mentored junior team members, fostering a culture of continuous improvement and professional growth
Customer Support Manager, Fraud and Risk Management
ACI WORLDWIDE INC
09.2000 - 03.2015
- Company Overview: ACI Merchant Payment solution offers merchants a secure omni-channel payments platform with the flexibility to support in-store (contact and contactless), eCommerce, eCommerce Fraud and mobile solutions to drive sales and payments, across all geographies and business units
- Managed projects across multiple client engagements from small to large (avg size >$70K, largest $1.5M) for customers who were implementing our fraud based solution
- Managed a team of customer service representatives responsible for 24 / 7 support of Ecommerce organizations that utilized the Retail Decisions Fraud and Risk portfolio of products; managed client configuration setups and coordinated overall implementations
- Collaborated with Engineering and Operations to troubleshoot client issues Managed client notification of maintenance windows and generated root cause analysis related to production outages
- Played a key role in establishing internal procedures and creating client-facing documentation to support customers use of our client portal
Education
Rider University
Lawrenceville, NJSkills
- Client relationship management
- Engaging client presentations
- Effective problem resolution
- Skilled at managing multiple tasks
- Strong organizational abilities
- Strong interpersonal skills
- Strategic decision-making
- Project oversight
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Enterprise Account Manager
Bottomline Technologies
06.2024 - 03.2025
Customer Success Manager
Radial Logistics
08.2023 - 01.2024
Account Manager
Minitab
01.2022 - 08.2022
Customer Success, Merchant Retail
ACI WORLDWIDE INC
03.2015 - 01.2021
Customer Support Manager, Fraud and Risk Management
ACI WORLDWIDE INC
09.2000 - 03.2015
Rider University
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