Jess Perry Email & Phone Number

Remote

Helping customers maximize ROI, succeed their KPIs, and achieve OKRs by developing and executing success plans, advocating as the voice of the customer internally, driving adoption and growth to further partnerships between the customer and the company. Managing portfolio of accounts from small business to enterprise level executives.

Santa Barbara, California, United States

• Creation, on-boarding, and configuration of new Enterprise customers.• Creating customer tenants for IAM needs using Ping products. • Technical role in the architecture, successful installation, integration, and deployment of IAM and CIAM services.• Provided top tier customer and technical support on new Enterprise customer issues.• Consulting in Enterprise customer IAM and CIAM needs to build the best solution based on their needs, business use cases, and any technical inquiries or issues.• Create Docker containers to deploy Ping products for Enterprise customers using Ping cloud offerings.• Create and maintain internal documentation for Ping partners. • Evaluate client business, process, systems, and technology requirements and advise clients on best practices to help guide and solidify proposed designs• Consult with clients to assess current problem states, establish desired future states, and make solution recommendations to drive feature development.

Santa Barbara, California Area

Functioned as the technical voice for Enterprise customers. Delivered top tier support to VIP Enterprise customers in various product lines including Boldchat, Rescue, GoToMeeting, GoToWebinar, LastPass, GoToMyPC, LogMeIn Pro, LogMeIn Central.• Delivered customer and technical support on escalated Enterprise customer issues.• Configured IAM (Identity and Access Management) services.• Worked together, cross-functionally with development, product, and engineering teams to resolve VIP Enterprisecustomer issues with heavy visibility.• Provided roadmap and training for Enterprise customersduring quarterly business reviews and upon request.• Headed up, created, and maintained documentation forinternal support agents in internal SalesForce knowledgebases.• Created and lead twice-weekly open office hours for allcustomers covering training and features of products offered.• Drove feature development using Enterprise customer needsand internal development teams and product managers.• Technical consultations with Enterprise customers to helpdrive adoption, usage, and retention.

Santa Maria, California Area

• Took escalated supervisor calls from upset customers on unresolved issues.• Assisted call center agents in answering inbound customer calls and escalated issues. • Worked on personal improvement plans and career advancement plans with call center agents including weekly one on ones and coaching sessions. • Developed and delivered training material for new agents as well as continued training for current agents for both product knowledge as well as soft skills training opportunities.• Created and maintained technical documentation for internal support teams.