Jessica Jurmann Email & Phone Number

La Vergne, Tennessee, Us

Results-Driven Leader | Cross-Functional Team LeadershipLeading a high-performance, cross-functional team to drive sales growth, enhance customer retention, and execute strategic initiatives that deliver measurable business outcomes. Focused on operational efficiency and aligning team efforts with broader organizational goals.Strategic Vision for CoreSource | Client Experience ExcellenceDriving the strategic vision for CoreSource, Ingram Content Group’s digital distribution platform, with a laser focus on delivering an outstanding client experience in the publishing sector. Spearheading initiatives that span the client journey—from seamless onboarding to long-term engagement—resulting in 100% Net Revenue Retention (NRR) and 74% Customer Satisfaction (CSAT).

Chicago, Il, Us

Led a High-Performing Team: Managed a team of 10 Customer Success Managers responsible for overseeing $17 million in Annual Recurring Revenue (ARR) for Mid-Market customers.Department Growth & Optimization: Expanded the Customer Success department from 4 to 10 CSMs, optimizing onboarding processes for remote team members and reducing time to productivity by 50%.Standardized Best Practices: Developed and implemented comprehensive playbooks across the customer lifecycle to standardize best practices and enhance scalability.Continuous Learning & Development: Conducted ongoing enablement and coaching sessions to elevate team proficiency in delivering effective pitches, product knowledge, industry trends, and essential best practices.Operational Efficiency & Communication: Streamlined operations by driving the adoption of tools such as Slack, Rattle, Gong, Crossbeam, and AI technologies, resulting in a 15% reduction in weekly time spent by CSMs.

Chicago, Il, Us

I led a team of high-performing CSMs by implementing KPIs to help us reach company goals, revamped the customer journey to define excellence, and ensured customers had a seamless onboard experience from sales to post sales that increased customer satisfaction and reduced churn by creating more advocates, which led to higher NPS, references and case studies. I'm also proud of fostering a close team that helped each other improve because they genuinely cared about the success of other team members, our customers, and the organization.

Chicago, Il, Us

I led a team of five Customer Success Managers (CSMs) and achieved the highest gross retention among all the Customer Success teams in FY19. As a result, I won the CS Leader of the Year award. I also helped manage customers moving to a new SaaS platform we had recently built. During this process, I worked closely with multiple teams to identify gaps in the product transition. Then, I collaborated with our product team to address these issues and help prioritize them on our roadmap. Moreover, I played a crucial role in planning regional client summits. I also partnered with an external consulting firm to identify areas where we could improve and reduce churn while increasing client satisfaction.

Chicago, Il, Us

I maintained strong relationships with enterprise clients, achieving a 100% retention rate and offering training on user-generated content and new products/services. Responsibilities include defining ROI metrics, identifying upsell opportunities, liaising between clients and Product Management, onboarding and training new team members, and communicating team ideas internally.

Chicago, Il, Us

PowerReviews delivers a leading Consumer Engagement Engine that helps companies engage with consumers everywhere at the moment of purchase to drive sales, improve the customer experience, and create actionable insights. A true Software-as-a-Service that is easy to implement and customize, PowerReviews delivers proven customer reviews and Q&A capabilities, content origination and promotion, analytics, and services that help more than 1,000 active brands and retailers engage consumers.

Chicago, Illinois, Us

seoClarity provides limitless scale to tackle the most complex SEO challenges while providing the full functionality to scale your efforts – whether you’re looking to track and report on your SEO or a solution for link building and content generation – seoClarity is the only complete SEO platform.I was responsible for overseeing client relationships by employing strategic planning and training methods. This included providing SEO training within a SaaS platform, addressing critical client data issues through analysis, and serving as a liaison between clients and the engineering team to implement technological innovations. The role also involves collaborating with the development team to resolve technical issues, partnering with the sales team for client onboarding and account growth, and working with the marketing and sales teams on new product launches.

Chicago, Illinois, Us

I managed a customer book and was responsible for onboarding, training, upselling, and proving the ROI of our SaaS platform. I achieved high customer retention, built strong customer relationships, and personally visited my customers. I excelled at customer communication, managed data integration, and contributed to developing SEO strategies.

Chicago, Il, Us

I was responsible for tracking and reporting sales metrics, training clients on a SaaS Ad creator tool, managing social media profiles, coordinating email promotions, analyzing sales tracking data using Excel, assisting the sales department with RFPs and research materials, and posting job listings on various sites while conducting initial interviews.

Education record

Bachelor Of Science, Business Administration; Marketing

Education record

A.A. Entrepreneurship Certificate, Business