Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Dynamic leader passionate about all aspects of customer success and human resources. Proven ability to partner, accelerate sales and ensure program success while maximizing the value customers receive from solutions—a driver of operational efficiency, go-to-market programs, and customer-first collaborative outcomes.

2021 to Current Global Business Operations Program Leader Mastercard | Arlington, VA,
  • Manage corporate transformational projects and teams providing leadership to ensure the delivery of solutions to the most important company initiatives
  • Create the roadmap for program success leading to strategic advantage in the market
  • Facilitate thought alignment through stakeholder's engagement and communication
  • Drive mitigation of significant issues and risks through the development and distribution of contingency plans for critical events
2019 to 2021 Senior Manager, Global Customer Care Equinix, Inc | City, STATE,
  • Accelerate large strategic initiatives for the Equinix Customer Care and Experience organization through problem identification, and solution leadership of strategic initiatives through collaboration across multiple organizations, ensuring cross-functional success.
  • Drive business development of dashboards, strategic initiatives, and new revenue-generating work streams impacting headcount savings, risk mitigation, and customer loyalty.
  • Consultant to senior executive stakeholders, drawing on extensive knowledge of internal and external systems and processes to influence sales and CX business strategy and direction.
  • Lead a matrixed team of regional program managers ensuring continuity and global alignment.
  • Drive global organizational scalability and efficiency through project planning and prioritization to improve processes, systems, and data.
2018 to 2019 Program Manager, Customer Success Operations Equinix, Inc | City, STATE,
  • Managed all aspects of Customer Success Management transformation. Reimagined role resulting in acceleration of go-to-market readiness in four foundational areas focused on driving value with customers.
  • Launched an offshore team that absorbed eleven core responsibilities resulting in savings of 800 hours within three months.
  • Implemented a change management plan resulting in Purchase Order requirement adherence for customers in the Americas and Asia Pacific regions.
  • Created a business plan to support the integration of channel accounts into the existing customer support framework.
  • Uncovered new areas within the business that unlocked performance improvements resulting in untapped efficiencies.
2013 to 2018 Manager, Enterprise Account Services NetApp, Inc | City, STATE,
  • Led and inspired a team of Global Support Account Managers overseeing accounts from grassroots to top global enterprise footprints with an annual run rate of over $100 million in bookings.
  • Strategic management of escalations within major accounts.
  • Managed and mitigated risk and through cross-functional relationships and a customer-centric view.
  • Developed and launched a new function: hired 75 people and demonstrated a 9% increase in utilization globally; achieved cost savings; on target to overachieve a global bookings goal of $50M.
  • Business development specialist with proven results: FY17 AMER growth rate of 8.7% with bookings of $21 million in sales reaching goal.
2011 to 2013 Program Manager, Install Base Operations NetApp, Inc | City, STATE,
  • Established strong relationships with NetApp’s partners and Global Service Account Managers across the globe to educate and communicate the value of the Proactive Product Registration program.
  • Innovated and executed new programs designed to gather critical data resulting in positive and seamless customer service delivery experience.
  • Increased the response rates to an outreach program for newly acquired customers from 40% to 67% through a specialized outbound calling program.
2007 to 2011 Founder, Program Manager SisterAid | City, STATE,


  • Developed and launched a non-profit organization called SisterAid to manufacture and deliver pajamas to pediatric hospital patients.
  • Oversaw all aspects of business development, community relations and marketing strategy.
  • Leveraged available monies for optimal use.
2004 to 2007 Program Manager, Manufacturing Cisco Systems, Inc | City, STATE,
  • Pioneered Cisco’s Reverse Logistics organization into a profit-driven enterprise through the implementation of product reuse.
  • Exceeded goal of $30M in revenue from redistributing products to various internal organizations.
  • Increased team productivity of Global Product Services by consistently removing barriers and implementing new processes. Increased team productivity by 28%.
2001 to 2004 Manager, Business Development Cisco Systems Inc. | City, STATE,
  • Managed a team that drove automation of Sales Tools resulting in increased field sales productivity. Required close coordination with other project teams to avoid duplication of efforts and assurance of tool linkages.
  • Oversaw the Business Intelligence strategy for the Service Business Operations Organization. Strategy involves the automation of reporting to a variety of Customer Advocacy funded projects.
  • Monitored existing Sales Tool satisfaction and constantly drove improvements through bug analysis and resulting enhancements.
  • Account management
  • Strong presentation and leadership skills
  • Proficiency with Asana and Jira
  • Impactful organizational and analytical skills
  • Building partnerships
  • Business operations
  • Change management
  • Continuous improvement
  • Cross-functional team leadership
  • Customer Experience (CX)
  • Effective communication
  • Team management
  • Training and mentoring
  • Professional Services
  • Problem-solving abilities
Education and Training
Expected in B.A | University of Colorado, Boulder, GPA:
Expected in Masters Certificate in Project Management | George Washington University, , GPA:
Activities and Honors

Advocate, Freedom House

Volunteer, Special Olympics

Websites, Portfolios, Profiles

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School Attended

  • University of Colorado
  • George Washington University

Job Titles Held:

  • Global Business Operations Program Leader
  • Senior Manager, Global Customer Care
  • Program Manager, Customer Success Operations
  • Manager, Enterprise Account Services
  • Program Manager, Install Base Operations
  • Founder, Program Manager
  • Program Manager, Manufacturing
  • Manager, Business Development


  • B.A
  • Masters Certificate in Project Management

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