Jennifer Castleman Email & Phone Number

Nashville, Tennessee, United States

• Responsible for managing the onboarding of new and existing construction lending clients, specializing in multiple programs across the Built SaaS product line.• Created and implemented a pre-implementation kick-off survey, with aspects later adopted by Sales earlier in the prospecting phase, in an effort to set proper expectations and achieve a greater level of client satisfaction with the onboarding process and reduce the risk of churn.• Manages a portfolio of up to nine new customers at a time, including large, complex enterprise clients, and serves as the primary point of contact throughout the implementation process.• Conducts extensive discovery of client workflows to properly define success criteria, then designs and configures the platform to meet or exceed that standard.• Creates and maintains the client’s project plan to achieve an expeditious time-to-value realization.• Partners with Built’s Training team to determine client training needs based on tailored workflow using best practices, and frequently steps in as the trainer.• Engages with Sales during the prospecting phase to understand the client’s needs. • Serves as the client’s external change management champion, optimizing satisfaction with their investment.• Represents the voice of the customer in cross-functional collaboration with Sales, Product, and Engineering teams.• Documents best practices, in collaboration with the entire Implementation team, on behalf of the business.• Coaches and mentors junior team members.

Brentwood, Tennessee, United States

• Managed and oversaw a team of Implementation Project Managers, providing overall coordination and management to client product implementations for specific Comdata Corporate Payments product lines.• Collaborated with the sales division to ensure the provision of effective presentation and implementation sales support, as well as timely and well-executed project launch plans. • Acted as project sponsor and primary point of escalation in order to maintain internal Service Level Agreements. • Collaborated with the Implementation Project Management team to identify opportunities for continuous process improvement focused around scalability and automation.• Managed subordinate staff in the day-to-day performance of their jobs and ensured that internal projects, department milestones, and goals were met and adhered to approved budgets. • Coached and mentored team members in the fulfillment of current responsibilities and professional development. • Managed internal projects or initiatives from senior and executive leadership including strategic initiatives.• Actively contributed to meeting departmental, team, and individual goals, including but not limited to, revenue attainment, cost containment, and operational efficacy measures.• Maintained full accountability for team members meeting procedural and performance standards.

Greater Nashville Area, Tn

• Owned and created the most timely, efficient, and positive implementation process for new customers with extensive technical and consultative support.• Identified any efficiency gains to the implementation process to improve time-to-revenue (reduced from an average of 90 days to 58 days), customer satisfaction, and overall success of the project.• Developed robust and comprehensive training plans by listening to new customers’ pain points, thereby ensuring their ongoing success on the platform.• Acted as the main point of contact between LASSO and the customer, and provided a seamless transition from new customer to LASSO Champion.• Advocated for customers by providing the product and technology teams with key product feedback that served to strengthen and improve the platform, while managing customer expectations for new future releases.• Provided customer solutions through creative thinking and a collaborative approach as part of the Customer Success team.• Ensured established project timelines were met or exceeded for both LASSO and the customer.• Provided regular updates to the client on implementation timelines and ensured any adjustments or changes were communicated or acknowledged.

Brentwood, Tn

• Maintained ownership of between 8 to 10 assigned non-profit hospital and healthcare organization accounts at a time, serving as the main point of contact.• Created and managed all direct marketing fundraising project schedules, ensuring accuracy and timely delivery within a set budget.• Served as consultant and company liaison by offering best practices for client questions and program details.• Acted as a liaison between client and Creative Director with extensive input in the creative process.• Handled full production coordination for all client projects including securing mailing permits, creative assignments and approvals, price quotations from vendors, and mailing list recommendations and counts.• Handled management of client mail files for production projects.• Proofread all copy, artwork, and live lasers.• Coordinated approval on all client project components.• Served as primary contact with production vendors.• Personally visited with clients as necessary.• Ensured client project invoicing in a timely fashion.• Provided income/cost analysis reports based on A/B testing, and other written analysis with professional recommendations.• Secured contract renewals, created proposals, and set program outlines for existing assigned clients.• Participated in sales efforts, attended conferences and conventions, and handled other responsibilities as needed.

Brentwood, Tn

• Created, managed and maintained all event marketing schedules.• Secured event accreditation for continuing education needed by attorneys, CPAs, and those involved in corporate governance.• Participated in creation and production of all event marketing materials.• Attended all events to run registration and ensure that attendees’ needs were met.• Ordered event supplies and materials while maintaining a working relationship with vendors.• Served as a back-up for taking registrations.• Proofread all event marketing collateral to ensure accuracy.• Wrote copy for event marketing collateral.

Nashville, Tn

• Coordinated business-to-business direct marketing mailings.• Assisted in the execution of on-site marketing events.• Produced all assigned client invoices.• Proofread work of production department to ensure accuracy of marketing materials.• Collected all materials by a specific deadline from clients including artwork, mailing lists, and letters.• Organized and owned over 100 accounts.• Served as a primary liaison between Athlon and assigned advertisement and business-to-business direct mail clients.• Worked one on one with salesmen in execution of all business-to-business marketing mailings.

Nashville, Tn

• Assisted the Guild Board in coordinating activities and programs to achieve the goals of the Nashville Symphony Guild.• Collected information for the Guild newsletter and coordinated with the Vice President of Marketing and marketing staff.• Coordinated all bulk mailings.• Coordinated all Guild activity in conjunction with development and marketing activities of the Nashville Symphony Association.• Provided support, participated in planning, and assisted in execution all Guild fundraisers, events, membership drives, and other related activities alongside volunteer event chairs.• Wrote media alerts and press releases to gain public exposure for Guild activities and events.

Bachelor Of Science In Communications, Public Relations

Activities and Societies: PRSSA

Education record