Jessie Cross Email & Phone Number

St. Louis, Mo, Us

➣ Train and mentor junior customer success representatives to ensure they are providing excellent customer service and meeting customer needs➣ Contribute to the Customer Success Team on the development and management of customer portfolios, including analysis to gauge overall customer health and potential opportunities➣ Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones➣ Manage legal… Show more ➣ Train and mentor junior customer success representatives to ensure they are providing excellent customer service and meeting customer needs➣ Contribute to the Customer Success Team on the development and management of customer portfolios, including analysis to gauge overall customer health and potential opportunities➣ Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones➣ Manage legal contract reviews to confirm documentation meets compliance for both InRule and end customers➣ Oversee customer implementations, with a focus on ensuring customer value and limiting customer risk ➣ Build, maintain and leverage strong relationships with Customer Stakeholders and Project leads, acting as a knowledgeable and trusted advisor for current and future expansion opportunities➣ Partner with InRule’s cross-functional teams to ensure progress and alignment with customer goals and strategy➣ Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth➣ Escalate and address critical customer issues and ensure escalation ownership with internal resources➣ Manage onboarding process for all new customers and ensure project timelines and goals are met as we reach go-live and throughout customer journey➣ Assist in the measurement and visibility of key performance indicators for the Customer Success Department➣ Manage the renewal process for existing customers, ensuring that contracts are renewed on time and that customers are satisfied with the software and services provided. This includes working directly with finance team to confirm invoices are paid in timely manner. ➣ Improve internal department processes to increase efficiency including managing CS team SharePoint collaboration site➣ Develop and implement strategies that help customers achieve their goals and objectives Show less

➣ Contribute to the Customer Success Team on the development and management of customer portfolios, including analysis to gauge overall customer health and potential opportunities➣ Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones➣ Oversee customer implementations, with a focus on ensuring customer value and limiting customer risk ➣ Build, maintain and leverage strong… Show more ➣ Contribute to the Customer Success Team on the development and management of customer portfolios, including analysis to gauge overall customer health and potential opportunities➣ Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones➣ Oversee customer implementations, with a focus on ensuring customer value and limiting customer risk ➣ Build, maintain and leverage strong relationships with Customer Stakeholders and Project leads, acting as a knowledgeable and trusted advisor for current and future expansion opportunities➣ Partner with InRule’s cross-functional teams to ensure progress and alignment with customer goals and strategy➣ Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth➣ Escalate critical customer issues and ensure escalation ownership with internal resources➣ Participate in onboarding new customers and drive onboarding to follow up internally and with the customer➣ Assist in the measurement and visibility of key performance indicators for the Customer Success Department➣ Manage customer information in CRM➣ Learn the InRule solution and educate our customers on the overall capabilities and flexibility of the software➣ Develop and implement strategies that help customers achieve their goals and objectives Show less

➣ Assisted in support, training, implementation, and upgrade of applications to ensure maximum return on investment➣ Responsible for troubleshooting system, application, and hardware issues.➣ Recommended and implemented security processes to protect data and assign proper roles and permissions based on least-privileged access➣ Developed and documented end-user requirements for system updates and enhancements➣ Provided support for all end users via remote access, desk-side… Show more ➣ Assisted in support, training, implementation, and upgrade of applications to ensure maximum return on investment➣ Responsible for troubleshooting system, application, and hardware issues.➣ Recommended and implemented security processes to protect data and assign proper roles and permissions based on least-privileged access➣ Developed and documented end-user requirements for system updates and enhancements➣ Provided support for all end users via remote access, desk-side support, phone calls,emails, self-service, and walk-ups.➣ Assisted in performing routine system maintenance.➣ Installed/configured desktop hardware and software.➣ Managed workstation refreshes firm wide➣ Managed the tracking of assets and maintained electronic asset tracking system➣ Administration of SharePoint sites, including development of firm wide Intranet homepage➣ Assisted with Accounts Payable duties to allow invoices and contracts to bemanaged and paid in a timely manner➣ Served as project manager responsible for the timely completion of tasks, resolution of issues, and implementation of assigned projects➣ Delivered the best tools available through extensive research of modern technology best practices and find innovative ways to streamline and optimize productivity Show less

St. Charles, Mo

➙ Tier-2 Applications support – ERP Systems, SharePoint, OnBase Document Management➙ Tier-3 Software Development Life Cycle SupportServed as point of contact on incoming tickets for applications team and business transformation/SAP team. Routed incidents to appropriate team member, work, or offered self-resolution. Converted information into project format, gathered information and collaborated with teammates. ➣ Managed tickets from service desk and applied tier 1 support;… Show more ➙ Tier-2 Applications support – ERP Systems, SharePoint, OnBase Document Management➙ Tier-3 Software Development Life Cycle SupportServed as point of contact on incoming tickets for applications team and business transformation/SAP team. Routed incidents to appropriate team member, work, or offered self-resolution. Converted information into project format, gathered information and collaborated with teammates. ➣ Managed tickets from service desk and applied tier 1 support; routed tickets to tier 2 or tier 3. Coordinated up to 15 tickets on a daily basis.Provided assistance to 5 teams within IT department; provided guidance and completed support tickets to office through the United States. Tracked issues in ticketing system; maintained continuity.➣ Exceeded company goals by keeping team tickets >30 issues. Upon returning from short hiatus the department IT complications increased to 90 tickets. Decreased ticket issues by 38% in 7 days; received constant recognition at team meetings.Served in 6-month role as Program Manager. Coordinated completion of small projects; collaborated with business and IT teams to ensure completion on schedule and within budget.➣ Authored policy regarding NON-US Person requesting access to company network and SharePoint sites. Partnered with compliance team to confirm information on policy was accurate.➣ Obtained previous document formats from our technical writers and followed protocol with policy writing; that resulted in HR and management approval for publish that is still in use.Managed coordination at a local and international level companies to maintain business operations.➣ Worked closely with companies in Mexico, Belgium, and India. Overcame time zone schedules, language barriers, and interpretation of work. Provided connection to ticketing system without breaching policy of NON-US person access to corporate network.➣ Developed SharePoint sites for quality departments to hold documents and audit information. Show less

St. Charles, Mo

Provided technical assistance and support for incoming issues related to computer and network systems, software, and hardware, through the phone, email or walk-ups.➣ Partnered with 6 IT teams routed or resolved tickets. Served as the only internal service desk to coordinated with 15+ offices in the United States and tracked tickets to completion.➣ Exceed corporate goals of working and closing tickets, including an understaffed time-frame with 130 tickets in personal queue that were… Show more Provided technical assistance and support for incoming issues related to computer and network systems, software, and hardware, through the phone, email or walk-ups.➣ Partnered with 6 IT teams routed or resolved tickets. Served as the only internal service desk to coordinated with 15+ offices in the United States and tracked tickets to completion.➣ Exceed corporate goals of working and closing tickets, including an understaffed time-frame with 130 tickets in personal queue that were resolved within established timeframe.➣ Triaged trouble tickets to extend with external companies for assistance and additional monitoring.Remotely troubleshoot software and hardware issues using Remote Control, Remote Desktop, WebEx and Application sharing software.➣ Resolved most tickets at the service desk level for 15+ offices of employees. ➣ Coordinated and documented troubleshooting efforts performed for end user; decreased resolution and downtime for productivity.➞ Administered network and data access; vetted and verified access requests with appropriate approving authorities ➞ Created and managed Active Directory and Microsoft Exchange mailboxes ➞ Documented user permissions to ensure proper compliance ➞ Created procedural documentation for current and future employees➞ Selected as Administrator of Client Supplier Portals access and contract maintenance Show less

O'Fallon, Mo

➙ Verified the accuracy of demographic data received from client ASCs daily➣ Ensured patient information was correct, insurance information was properly entered, surgery paperwork was included, and all patients listed on the schedule for surgery reflected on spreadsheets with 100% accuracy➙ Created tickets for technical problems that could not be resolved at Tier 1 by escalating to information technology managers➣ Designated as employee to contact IT company and… Show more ➙ Verified the accuracy of demographic data received from client ASCs daily➣ Ensured patient information was correct, insurance information was properly entered, surgery paperwork was included, and all patients listed on the schedule for surgery reflected on spreadsheets with 100% accuracy➙ Created tickets for technical problems that could not be resolved at Tier 1 by escalating to information technology managers➣ Designated as employee to contact IT company and provide independent collaboration➙ Maintained high level of professionalism, customer service, and open communication with all clients from 8 different surgery centers across the country➙ Communicated daily with employees as well as additional assistance at monthly billing cycle➣ Accessed client servers by RemoteApp access to pull up to 120 pertinent medical documents➣ Followed continuous HIPPA and software education within coursework Show less