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Exceptional Customer Success Manager focused on providing value using Microsoft Teams as a platform to support businesses in Healthcare. More than 4 years in project and account management in variety of industries.
Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span across the country. Experienced interpersonal and collaboration skills when working with cross-functioning teams in both; engineering IT, corporate, and senior level leaders. A proactive self-starter skilled at identifying or anticipating problems and providing solutions. Effective in building positive client relationships and communicating at all levels of Microsoft and well versed in programs and internal processes. Mentoring, training and empowering the team to excel in its performance. Motivated and focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.
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Qlik – Dallas, TX,
- Deliver business outcomes with Business Decision Maker (BDM) engagement for Health and Life Sciences providers and private health industry.
- Drive Microsoft Teams to customer, provide an introduction to Microsoft 0365 experience, and develop product depth based on customer experiences to provide engineering roadmap for deployment.
- Provide CSM support and guidance to over 55 Healthcare provider/ payer accounts.
- Manage consumption governance across customer, Microsoft, and partners.
- Create customer value through usage and the conditions for optimal renewal and upsell growth.
- Present Virtual Healthcare solutions for both clinician and Healthcare staff for COVID-19 support applications.
- Provide quality Microsoft support resources to customers in both pre-adoption planning and implementation using Premier, MS partners, MS Store’s for end user training, and accelerated partner led workshops.
- Facilitation and Change Management Skills to lead customer engagements between; Microsoft teams, engineers, partners, and Health and Life Sciences OU.
- Used strategic and tactical approaches to penetrate accounts.
- Drove customer escalations to resolution by engaging directly with clients.
- Planned various product configurations to meet diverse customer needs.
- Developed sales plans to introduce new products to market.
Icon – Bristol, CT,
- Managed two multi-million dollar brands Microsoft back-wall, Starbucks Stores Canada, and Starbucks Kiosk which combine for more than $4M in annual revenue on the Premier XD platform.
- Helped grow Starbucks Kiosk revenue for Premier XD by 20-30% per store.
- Successful management and delivery of over 40 stores in the last year with individual project budgets ranging from 80K-150K.
- Involved in all phases of project development from collecting customer requirements, site visits, scope definition and generation, cost estimation, milestone scheduling, approval of site drawings and construction documents, procurement, shipping and delivery logistics, and installation management of final product.
- Coordinate installation schedule with Starbucks partners; install managers, architects, and GC according to current site schedule and conditions.
- Management of project timeline including coordination with manufacturing, operations, procurement, and engineering teams.
- Identified plans and resources required meeting project goals and objectives by setting realistic timelines and checkpoints.
- Maintain inventory control of long lead items both offshore and domestic for project manufacturing timeline.
- Performed detailed assessments of risks to determine constraints and develop mitigation strategies.
- Analyzed product and process and provided actionable solutions including changes to processes, products or quality standards where warranted.
- Conduct weekly project status reviews with project teams, stakeholders, and executive leadership.
Herc Rentals Inc. – Riverside, CA,
- Successfully Manage a portfolio of 200+ accounts including several key accounts such as; Step 2, Igloo, US Toy Company, Ravensburger, Jelly Belly and oversaw the end-to-end operational needs.
- Implemented solutions to improve vendor performance and increased perfect order rating to 98%.
- Drove sales performance by diagnosing and presenting operational opportunities.
- Strategically identify process and operational inefficiencies with vendor portfolio and offers solutions in alignment with Merch growth initiatives.
- Work cross-functionally with merchandising, finance, fulfillment centers, development and customer service teams in order to drive fulfillment efficiency, process improvements, vendor and customer satisfaction.
- Conduct pre-event planning for high volume and/or high revenue forecasted vendors.
- Served as consultant for training and development team in order to help improve new-hire and ongoing training courses.
- Management responsibilities include strategic planning, inventory forecasting and supply chain management.
- Conduct Weekly Business Reviews with primary points-of-contact and conduct Quarterly Business Reviews with Vendor's executive leadership.
- Deliver timely, accurate and professional operational support to all vendors.
- Serve as the first point of contact for all vendor service requests and escalations.
- Liaise with other internal departments as required to resolve vendor's issues and questions.
San Francisco State University - San Francisco, CA
- https://www.linkedin.com/in/Jessica-Claire/
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Job Titles Held:
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