Jill Wiser
Idaho Falls,ID
Summary
Professional with 10+ years of experience in managing high-value client relationships and enhancing customer satisfaction. Successfully led a team of account managers to boost customer engagement and drive revenue growth. Developed and implemented customer success strategies that significantly improved engagement, retention, and loyalty, resulting in substantial business contributions.
Overview
18
18
years of professional experience
Work History
Commercial Account Manager
Univar Solutions
Idaho Falls, Idaho
11.2024 - Current
- Manage a portfolio of beauty and personal care contract manufacturers, and brands providing strategic ingredients and specialty chemical solutions.
- Track sales performance, pipeline activity, and quarterly business reviews to drive sustained growth across assigned accounts.
- Year-to-date $1.5million in revenue growth driving significant market expansion with key customers and brand partners.
- Negotiate pricing, contracts, and supply programs to deliver margin growth while maintaining strong customer relationships and service levels.
- Partner with R&D, technical specialists, product management, and operations to recommend technical solutions that align with customers' brand goals and regulatory requirements.
VP of Customer Experience
Elevation Labs
Idaho Falls, Idaho
05.2022 - 08.2024
- Led a team of 4 managers and 24 front-line account managers who managed new projects from ideation to ex-factory, fostering a culture of excellence and continuous improvement with customers and within the organization.
- Collaborated with Business Development to onboard new customers, ensuring seamless transitions.
- Focused on growth potential in the CPG customer base and winning new business.
- Assessed MSA and quality agreements to confirm consistency between company and customer expectations.
- Implemented advanced CRM systems and analytics tools to track and analyze customer interactions, driving actionable insights, and enhancing service delivery.
- Implemented Lean methodologies, resulting in a 30% improvement in team productivity, better customer satisfaction, and transparency.
- Collaborated with cross-functional teams to ensure alignment of customer experience initiatives with overall business goals and objectives.
- Developed and executed training programs to enhance staff capabilities, improve customer service standards, and manage new project timelines.
- Spearheaded the development and execution of a comprehensive customer experience strategy, which included strategically phasing out underperforming client relationships, while growing new and existing accounts well-suited for growth with new and current production capabilities.
- Developed a comprehensive system for S&OP forecasting, enhancing effective capacity planning for key customers across a 12- to 18-month horizon.
Director of Customer Experience
Elevation Labs
Idaho Falls, Idaho
04.2020 - 05.2022
- Managed the customer experience department, overseeing daily operations and strategic projects to improve timeline adherence.
- Led initiatives to streamline customer support processes across divisions, while leading a business continuity project to avoid supply chain disruption for key customers during COVID shutdown.
- Developed and maintained strong relationships with key stakeholders to drive customer-centric strategies and solutions across multiple divisions.
- Developed and implemented customer-centric strategies to improve customer experience.
- Managed a team of project-focused account managers to ensure revenue objectives were met within cost targets.
- Conducted regular training sessions to enhance employees' knowledge on product offerings and services.
- Created reports summarizing key insights into the performance of existing initiatives related to customer experience management.
Account Manager
Elevation Labs
Idaho Falls, Idaho
05.2014 - 04.2020
- Led and managed 20-30 projects simultaneously, ensuring on-time delivery, quality, and cost targets were met for the client.
- Coordinated with cross-functional teams, including R&D, engineering, sales, and operations, to define project scope, objectives, and required customer deliverables.
- Developed and maintained project schedules and customer-facing timelines, tracked progress, and managed risks to mitigate potential project delays.
- Facilitated daily stand-up meetings, and led weekly new project meetings to ensuring team alignment with project goals.
- Delivered 15 high-impact, high-volume projects, contributing to a 25% increase in overall company revenue in 2020.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
Production Lead
Elevation Labs
Idaho Falls, Idaho
05.2013 - 02.2014
- Coordinated production schedules and assigned tasks to employees.
- Monitored the quality of products during production process.
- Ensured safety regulations were followed by all staff members.
- Maintained an accurate inventory of raw materials and supplies.
- Provided guidance and support to subordinates in their daily activities.
- Developed strategies for improving efficiency, productivity, and cost-effectiveness in the production line.
- Resolved conflicts between staff members when necessary.
- Controlled labor costs by ensuring the production teams were working efficiently.
- Collaborated daily with internal departments to ensure smooth operations.
Autism Specialist
Idaho Falls School District 91
Idaho Falls, Idaho
08.2007 - 05.2013
- Developed individualized education plans for students with autism spectrum disorder, based on their strengths and weaknesses.
- Conducted assessments of students' abilities, including cognitive, social and emotional, language development, and academic skills.
- Monitored student progress through data collection and analysis of behavior intervention plans.
- Created an inclusive environment by collaborating with educators from all disciplines within the school system.
Education
Leadership & Management Training
Univar Solutions
Chicago, IL05-2025
PMP Certification
PMI
05-2017
Bachelor of Arts - American Studies
Idaho State University
Pocatello, ID12-2007
Skills
- Counselor, salesperson, and self-determined growth philosophy
- Contribution margin analysis and optimization
- Team leadership and development
- Project Lifecycle Management
- Lean practices and timeline management
- Risk management and mitigation
- Resource allocation and optimization
- Stakeholder communication, engagement, and management
- Budgeting and cost control
- Change control management
- Project Management Tools: Asana, MS Planner, Smartsheet, Basecamp, Product Vision
- Collaboration tools: Sales Force, Slack, Microsoft Teams, Zoom, Google Meets, Sharepoint
- Data analysis: Excel, Tableau
Key Achievements
- Increased sales in the Intermountain west by $1.5 million in one year.
- Held Customer Experience Leadership positions during a period of rapid revenue growth from $20 million to $200 million, including three acquisition transitions and integration of customer experience teams.
- Successfully reduced project delivery times by 25% through the adoption of timeline management and best practices for personal care product launches.
References
References available upon request.
Timeline
Commercial Account Manager
Univar Solutions
11.2024 - Current
VP of Customer Experience
Elevation Labs
05.2022 - 08.2024
Director of Customer Experience
Elevation Labs
04.2020 - 05.2022
Account Manager
Elevation Labs
05.2014 - 04.2020
Production Lead
Elevation Labs
05.2013 - 02.2014
Autism Specialist
Idaho Falls School District 91
08.2007 - 05.2013
Leadership & Management Training
Univar Solutions
PMP Certification
PMI
Bachelor of Arts - American Studies
Idaho State University