Jessica Power
Truro,NS
Summary
As a Client Success Manager I collaborate with global organizations to drive exceptional outcomes through strategic customer relationships. With four years of experience in account Management, I deliver unparalleled value and support to clients across various industries and markets. I specialize in building and nurturing lasting partnerships, understanding the unique needs of each client.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Success Manager
Pega Systems
09.2022 - 10.2023
- Managed and maintained trusted advisor relationships with multiple stakeholders in key accounts, value ranging from $3 million - $15 million dollars, focusing on expanding engagement and collaboration, while developing a metrics framework to measure and realize business value using Pega software, resulting in increased customer satisfaction and increased ACV
- Produced strategic roadmaps for transformation, driving adoption of best practices and enabling clients to achieve faster time to value
- Advocated for clients within Pega, effectively managing escalations and coordinating cross-functional actions to address customer needs
- Utilized customer health metrics to identify areas of risk, provide insights, and proactively address issues, resulting in improved customer outcomes
- Managed all contract renewals, churn assessments and risk mitigation strategies to ensure long-term account scalability
Account Lead, Client Success
Phreesia Inc.
06.2020 - 08.2022
- Managed a book of business with 7 accounts valued between $200k - $3 million dollars per account, leading multiple enterprise size accounts
- My clients were consistently in the top 5 performing accounts in the Health Systems department, reaching number one in utilization and adoption on multiple occasions
- Proactively addresses c-level executives and key business leaders on escalation management, risk mitigation based on product usage, trends, and KPI's
- Lead a team of 7 specializing in implementation, optimization, adoption and retention for large enterprise accounts and conducted 1:1’s focusing in individual career growth, long and short term account strategy and performance management.
Business Development Rep
Black & McDonald
04.2019 - 04.2020
- Created and executed a multi-faceted prospecting plan through calling, email, leveraging personal networks and following up on marketing generated leads while providing regular ad hoc business reports, feedback to the sales team and other senior management
- Participated in weekly sales meetings, which will include sales pipeline forecasting and management to ensure consistent performance each month and closely worked with the sales manager on product pricing and associated standards
- Developed and evolved the strategy for all client relationships internally and externally while managing the lifecycle through acquiring, growing and retaining customers, and obtained new clients through following up on aged Leads per the Director of Business Development to revisit their interest level and provide re-qualified leads to the sales team.
Marketing Consultant
Refugee 613
01.2019 - 04.2019
- Developed a comprehensive Marketing and Communications strategy and implementation process for a multi-million-dollar government project, focused on the smooth integration of refugees into Canadian resettlement programs
- Research for this project was collected through intense research and analysis, while conducting cross Canada focus groups to identify demographic information
- Developed a comprehensive 5-year strategic plan that included areas for growth, opportunities, highest risk factors, and mitigation tactics for potential high-risk scenarios
- Collected, organized and categorized information about marketing and communications from 4 external stakeholders, logged the information and created a data bank in which all information could be accessed freely, and organized efficiently based on content material and relation to each individual organization.
Business Dev Consultant
Spritely Technologies
10.2018 - 01.2019
- Provided advice and guidance to the CEO and other strategists in the development and review of strategic business objectives as well as prepared plans/budgets
- Analyzed high-level market intelligence in an effort to identify new business opportunities and areas for potential expansion, increasing our reach from 2 provinces to 5 within 3 months
- Forecasted and evaluated potential risks, and developed strategic mitigation tactics for the gaps, and risks identified
- Managed event logistics for locations across Canada, conducted all hiring and recruitment for Eastern Canada while also heading the marketing and communications for all social media outlets used by the organization, these channels included, Twitter, Facebook, Instagram, Meetup and Shapr, heading this team, social media presence/followers increase by over 200%
Marketing and Communications Consultant
CUSO International, Myanmar Division –Easy Travel Dawei
11.2017 - 06.2018
- Strategized with clients to determine optimal small business structure and supervised implementation which increased overall information management, organizational structure, and succession planning for personnel
- Created and introduced a customized marketing campaign based on industry targeted advertising across a wide range of social media outlets, partnerships, and in-house advertising
- Developed and refined marketing goals, pricing strategies, promotional activities and branding in consultation with marketing staff and clients
- Defined human resource framework to increase organization size such as establishing interview protocols, job descriptions, training platforms for new personnel, as well as incorporating employment equity practices for females.
Education
Bachelor of Management - Globalization, Economics
Dalhousie University
Halifax, NS01.2017
Skills
- Client Relationship Management
- Project Management
- Data Analytics
- User Feedback
- Revenue Generation
- Status Updates
- Customer Satisfaction
- Report Generation
Certification
PSM1 – Professional Scrum Master Level 1 Certification
Timeline
Client Success Manager
Pega Systems
09.2022 - 10.2023
Account Lead, Client Success
Phreesia Inc.
06.2020 - 08.2022
Business Development Rep
Black & McDonald
04.2019 - 04.2020
Marketing Consultant
Refugee 613
01.2019 - 04.2019
Business Dev Consultant
Spritely Technologies
10.2018 - 01.2019
Marketing and Communications Consultant
CUSO International, Myanmar Division –Easy Travel Dawei
11.2017 - 06.2018
Bachelor of Management - Globalization, Economics
Dalhousie University
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