Jennifer Cargill Email & Phone Number

Seattle, Wa, Us

Austin, Texas, United States

Chicago, Il

Responsible for working with the U.S. Customer Experience team with primary functions of implementation services, customer success and sales pipeline growth. Core KPIs includes revenue delivery, time to Value regional growth, adoption, retention, NPS, productivity and quality. Work cross functionally with all levels of the organizational hierarchy to ensure customer success, product readiness and on time project delivery.

Austin, Texas Area

Senior customer success and pre-sales professional focused on client retention and upsells via regular customer meetings and strategic account reviews. The CSM team is tasked with being the voice of the client within the organization and partners with dev, support, product and ELT to represent customer needs to further retention & expansion.

• Interviewed new clients to gather requirements and plan/scope out the custom implementation (3-12 months) of one or more enterprise software applications• Served as both the business process consultant and project manager on project teams of 2 or 3 • Carried 20-25 project simultaneously; 8-10 scheduled to deploy in a given quarter• Consistently delivered ~$700,000 in annual services revenue• Averaged 9.4 (out of 10) customer satisfaction score after implementation• Partnered with sales team as an online/onsite subject matter expert on sales calls and demos and when scoping for additional projects for existing clients• Traveled with the sales team to at-risk clients to develop solutions to maintain satisfaction with the product and the partnership and drive contract renewals• Provided consulting and custom onsite training projects as fee-based professional services• Served as the long-term, onsite consultant, implementation project manager, and trainer for strategic faculty implementations (e.g., Harvard University, George Washington, University of Chicago, DePaul University) • Conducted onsite consulting visits to gather requirements for customer implementations, demonstrate software products to key stakeholders, and gain executive buy-in.• Managed the development and delivery of customized training videos, tutorials, and user guides tailored to client-specific implementations• Developed and delivered bi-weekly online courses on clients’ Microsoft Access-based reporting database• Analyzed customer implementations to gather data to help clients maximize the value of the product and demonstrate ROI to their executives• Delivered, presented, and tested client enhancement requests to the development team in advance of product updates (releases) • Regularly presented at the annual client conference

• Implemented over 700 projects and supported them through go-live (deployment)• Served as primary client contact for more than 300 implementations • Trained 5,000 plus individuals onsite and online• Consulted with and trained university and government employees on the use of online talent management software• Developed and customized role-based training materials using commercial-off-the-shelf software to improve client maintainability• Managed implementation projects of varying sizes and scopes, working with cross-functional teams to deploy enterprise talent management software applications University faculty and staff users• Customized client database implementations using SQL, Microsoft Access, and HTML • Established strong rapport with clients to ensure active participation, honest feedback, and a quality long-term relationships• Tracked all projects and related client data in Salesforce.com• Trained/mentored all new implementation specialists• Developed online training site for internal and external users (Camtasia, Adobe Captivate)

Validate incoming data for production using IPRO, Summation or Opticon cross reference file OCR single page tiff's to extract image to text for import into databaseAnswer all support calls related to client searching in: Concordance, Summation, Litigator's Notebook, iCONECT and Syngenceweb database management applications.Create Concordance, Summation, Ringtail, Introspect and iCONECT databases from processed data and deliver to customer via FTPCustomize database output for clients (Ringtail, Introspect)Track cases, project and deliverables in Salesfore.comTroubleshoot and assist all database import issues with the client's Litigation support dept.Assist client in keyterm or keyname searches in Concordance and SummationCreate and train clients in iCONECT database for online Litigation searching

IT department for the Chicago office of Greenberg Traurig Law Firm: Plan and implemented building move, addition of new floors. Manage hardware/software inventory, vendor accounts (cabling, printer maintenance and supplies), annual budget and the addition of IT employeesTrain new hires, conduct lunch training and refresh courses on all law firm/MS software applicationsMaintain all peripherals (Blackberry 950, 957, Nextel and T-Mobile models) in configuration, training and new user set up. Troubleshoot and provide loaners while maintenance is performed on unitsResponsible for all client and attorney FTP needsCreate and maintain all Chicago user login accounts in Windows 2000 Active DirectoryOrder and roll out all network printers, scanners, plasma screens and network switchesUpgrade server from Compaq to Dell, add new switches on additional floors, order and maintain all Right Fax account with creation and number assignments

Provide on-going training to end users, including: MS Word (basic, advanced, styles, tables, footnotes/endnotes, mail merge, TOC), Docs Open version 3.7.8, Outlook 98 (basic & advanced), Web based Outlook & Cyberdocs, Macrosuite, CompareRite, Excel (basic); Provide computing design, configuration and support regarding all workstations and laptopsWork with help desk tracking application; maintain a local queue of problem issues and solutionsService and replace all hubs, switches and routersMaintain inventory of all hardware and software licensing requirementsAccountable for all defective/damaged equipment with vendor; track repair and returnInstall and support PC based hardware/software on Windows 95, Windows NT, and Windows 2000

Train new attorneys, paralegals, and support staff to maximize latest software applicationsTroubleshoot and resolve hardware/software problems, such as: document recovery, document corruption/compatibility, redlining issues and printer driver compatibilityTest and implement all new MS Word templatesProduce intra-office publications for technical support and training

Resolve user problems with hardware, telecom, and printingRecord calls in Help Desk software (HEAT)Train new employees in Windows 95Configure, install and maintained MS Office products

A+ And N+ Certification

Theater