Jessica Germann Email & Phone Number

London Area, United Kingdom

• Own key operational metrics, such as billable utilization, customer satisfaction, project budget adherence, time-to-value, and financial goals such as services revenue• Lead a global professional services team, managing 4 direct reports and 25 indirect reports across 5 countries and 6 time zones.• Enhance the services operating model and developed new service offerings, including value proposition, scope of services, collateral, and pricing.• Define inter-team engagement strategies and standard operating procedures, coordinating interfaces across Sales, Presales, Customer Success, and Product teams.• Inspire personal development and ensure appropriate balance for consultants’ skills development and other non-chargeable activities• Develop partner engagement model and certification program and build external relationships with partners in the delivery of services

United Kingdom

• Coached a team of highly skilled technical implementation consultants and collaborated closely with the PMO to ensure effective delivery of software implementation projects and services across the EMEA region.• Implemented standards for service delivery to ensure efficiency and consistency as well as integration of customer feedback, while proactively nurturing collaboration with global consultancy leads to enhance team and functional maturity.• Managed customer engagements, incl. requirements scoping, SoW development, services delivery and maintained strong relationships with strategic customer accounts across the EMEA region.

London, United Kingdom

• Led software implementation projects incl. requirements scoping, advised on solution design, configured solutions, dashboards, reports and templates, ensuring timely and effective implementations.• Delivered product training and provided use case advisory to ensure successful customer onboarding and maximized value from the software.• Demonstrated products and solutions to CTOs and CIOs, including tailored 'Proof of Concept' presentations and development of statements of work.

London, United Kingdom

• Rolled out Business Process Mgmt. as new management discipline for the business and implemented the central BPM tool • Consulted on establishing a Project Management Office and guided a successful rollout of PMO processes and standard deliverables

London, United Kingdom

• Established Business Process Mgmt. as a discipline in the customers’ organization and coached team members, also implemented processes for requirements mgmt. and standards for customers’ test mgmt. and approach to user training• Coordinated three work streams with over 20 project members for an ERP implementation project in the industrial service provider sector

Frankfurt Am Main Area, Germany

• Developed test plans and cases for the rollout of an application scanning for vulnerabilities in code for a customer in the finance sector• Led requirements scoping and solution design phase for the implementation of an ERP system for a customer in the steel manufacturing sector

Frankfurt Am Main Area, Germany

Promoted to the Head of Customer Operations I headed multiple teams, including: business process management, workforce management, training, and information management. I directed all aspects of customer service management and prioritised workload based on forecasted contact volumes for call centres.A few key achievements in this tenure include: ~ Led entire business work stream and streamlined processes for installation of new ACD system.~ Directed and coached a team of 10 employees to ensure seamless operations.

Joined Mainova as Business Process Manager and established best quality standards for customer service and call centre management to increase customer satisfaction. I designed and enriched business processes with SAP- ISU and CRM, prioritised change requests depending on nature of business case to focus on strategic goals and current demands given the agile environment.A few key achievements in this tenure include: ~ Project managed the implementation of the SEPA Direct Debit Scheme for the group.

Darmstadt

As Business Process Consultant for Customer Business Solutions GmbH I developed change requests, new processes for customers strategies and solutions, to ensure future state of the art business processes enhancing productivity.A few key achievements in this tenure include: ~ Documented IT-specific concepts to track and analyse the impact of process changes.~ Scoped and designed a new KPI-cockpit for customers services function.

Darmstadt

As Business Process Manager for Entega Vertrieb GmbH & Co. KG, and I developed a comprehensive process handbook with detailed work instructions, analysed processes and customer contacts and complaints to improve overall customer service, specified essential IT requirements in order to deliver best customer service and to increase productivity.A few key achievements in this tenure include: ~ Implemented a new document management and workflow system~ Implemented seceral major legal and regulatory requirements and process changes for the energy sector

Darmstadt, Hesse, Germany