Jess Mitchell Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Primary point of contact for all Emerging-market APAC customers throughout their Procore life-cycle, as part of a team-based/one-to-many approach to customer onboarding and ongoing customer success and retention.Key Responsibilities:- Leveraging internal & external resources (internal product consultants, webinars, Support documentation & Certification courses) to ensure customers are successfully implemented and set up for success moving forward. - Conducting consultation & training sessions in platform usage, both as part of a standardised implementation process and upon request to address specific customer needs. - Hosting regular implementation (onboarding) training webinars on platform setup, usage and best practices. - Performing regular Business Reviews with customers to review usage, identify areas for optimisation, review company goals and establish plans to execute on these goals. - Responding to customer queries relating to their account, providing best practices and recommendations through various communication methods to encourage usage and foster adoption.Achievements:- As an original member of this new hybrid team, I took initiative to build & maintain internal assets such as a team "playbook" to document procedures & ensure consistency within our growing team, and was involved in onboarding 7 new team members throughout 2021. - In Q4 2021, I received the quarterly Performance Award for the Emerging team, due to consistently high customer engagement.

Sydney, Australia

Delivery of customer onboarding services for new Emerging segment customers in the APAC market. Key Responsibilities:- Conducting consultation calls for new Procore customers, as well as existing customers purchasing - additional product lines.- Advising on best practices & rollout strategies for optimising adoption & time-to-value of their new software platform.- Collaborating & connecting with internal teams to provide recommendations & resources to customers based on their specific requirements.- Ensuring detailed notes of customer’s Implementation experience & requirements are recorded using Salesforce, for consistent tracking and handover to Customer Success.

Sydney, Australia

Serving as the first point of contact for online & telephone support queries from Procore users in all markets worldwide.Key Responsibilities:- Troubleshooting issues and advising a multitude of Procore end user types relating to features and functionality of the Procore platform via multiple channels (Live Chat, phone & email).- Submission & monitoring of internal support tickets with Engineering, working with other internal teams to resolve, update & advise users. - Troubleshooting workarounds or alternative processes to bridge current product gaps and/or maintain processes while resolutions were in progress. - Acting as an internal resource for fellow support representatives and members of the Sydney office.Achievements:- Receiveing consistent CSAT results of above 90%, and an above 80% first-contact resolution (FCR) rate.- Internal recognition via several quarterly team performance awards.

Sydney, Australia

Managing showroom and office operations, as well as local customer orders for bespoke partitioning systems and commercial furniture.Key Responsibilities:- Maintaining office & kitchen supplies, IT equipment procurement and maintenance, showroom sample stock and marketing materials.- Processing customer orders for custom-built partition and furniture projects, liaising with freight forwarders/delivery & install personnel - Assisting in planning of showroom and marketing events.- Management of petty cash expenditure, travel bookings and leave for office staff, expense reconciliation.- Managing onboarding and training of new staff.Acheievements: - As one of the first employees in the Australian office, I was responsible for establishing & documenting all standard processes and procedures for the new office, including assisting in organising temporary office space while our permanent showroom & office was still under construction.

Sydney, Australia

The first point of contact for commercial furniture warranty claims and repair requests from customers, as well as all after-sale enquires & customer service.Key Responsibilities:- Scheduling repair and service jobs with both customers and the internal servicing team, processing order for parts- Maintaining up-to-date records of warranty claims and service requests in an internal database- Surveying customer experience and satisfaction following completion of warranty repair, deliveries and installations.Acheivements:In this newly created role within the Operations team, I was responsible for developing & implementing new processes for after-sales management, and streamlined existing warranty management procedures to improve the customer’s after-sale experience, which were then late rolled out across other APAC offices (Melbourne, Brisbane, Singapore & Hong Kong).

Sydney, Australia

During my three and a half years in the Sales team, I advanced from an administrative sales support role into a sales consultant role.Key Responsibilities:- Presentation of new products and existing range to new and existing clients, both through showroom visits and visits to client offices; determining their requirements and how we could best meet them using our product range.- Preparation of detailed product quotations for customers to meet their requested specifications, budget and lead time, including liaising with the internal Design team to develop custom table and cable management solutions for the client when required, and collating all project and product information once an order was received.- Organising client entertainment & presentations, assisting in product launches & industry events, presenting at internal sales conferences.Achievements:- As a new Project Consultant, a major part of the role involved identifying new business development opportunities; contacting and introducing Wilkhahn to clients in the design industry that Wilkhahn had not worked with before or recently. This resulted in meeting with new design clients in the architecture and design industry, opening the door to multiple sales and opportunities.- Managing the Adelaide market remotely from Sydney during the SA Regional Manager's maternity leave, visiting approximately every 6 weeks to present new products, meet with designers and end clients regarding current projects and provide after sales service to end clients (August 2014 - April 2015).

Sydney, Australia

Key Responsibilities:- Preparation of detailed quotations, presentations and tender submissions for large projects on behalf of Sales staff.- Processing of new orders and after-sales service & repair claims; ensuring all necessary information is correctly communicated to Production, tracking progress of orders and keeping customers updated on status, and keeping files & records up-to-date.- Showroom upkeep and managing database for sample showroom stock; restocking and repairing when necessary. - Assisting with organising showroom events and client entertainment.Achievements:- Effectively supported between 4-5 Sales Consultants in Sydney and Adelaide from approx. January 2013 to June 2014 as the sole Sales Support.- Named "MVP" in Wilkhahn Asia Pacific during 2013 annual sales conference

Sydney, Australia

Greater Sydney Area

Business Administration

Education record