Jill Pacquing Email & Phone Number

Calgary, Ab, Ca

Working Remotely From Calgary, Ab Canada

In 10 months, I was promoted from Account Manager to IC-Team Lead. This is still a quota-carrying role, with my primary focus still building strong relationships with my customers to foster growth and expansion. - Partnering with customers as their consultant in international pre-hire qualification, country growth, and global expansion. - Managing a book of 25 customers on average per quarter. - Managed over 50 accounts historically, 86% still active today.- Working with Account Executives on streamlined and comprehensive handovers. - Working with Customer Success Managers for a holistic approach to account management and value-based selling to ensure customers' needs are covered across commercial and operational fronts. - Created a comprehensive 2-week Onboarding Program for new Account Managers and Associate Account Managers, which has helped ramp up 10 revenue-generating ICs.- Refined our Customer Reference Program to its 2nd iteration, now with semi-automation, saving time across multiple cross-functions. - Helped create the business case for Associate Account Managers by uncovering growth potential in our long tail accounts. - Implemented Account Handovers on Salesforce to improve New Business to Existing Handovers and centralize documentation in our CRM. - Implemented Churn Risk and Blockers functionality on Salesforce and centralize churn forecasting and tracking for risks and blockers to deals.- Completed MEDDPICC Masterclass Certification in November 2023

Working Remotely From Calgary, Ab Canada

As an Account Manager for the Americas team, I partner with our customers for their international hiring strategy and country expansion goals. During this hyper-growth stage, I wore the hats of both Account Manager and Customer Success Manager while carrying quota and safeguarding existing revenue. Towards the end of this period Customer Success Managers came through.Oyster's mission is to bring great remote jobs and talented people all over the world together by making cross-border hiring easy. Following this, I am my customers' advocate for their success and experience working with the Oyster team and our SaaS platform. I also partner with our Customer Success Managers for their Team Members' experience.- Hired as the 1st Account Manager at Oyster- Helped safeguard Net Dollar Retention across my book of business. - Implemented our first Customer Reference Program which assisted in connecting existing customers with prospects to increase the likelihood of them choosing Oyster. This showed to have had significant impact to net new revenue and overall long-term revenue. - Assisted with attainment tracking across the team and advocated for structure, support, and enablement until our Director of Account Management was hired. - Connected customers with our Products teams to capture the voice of the customer. - Retained and expanded accounts through cross-functional work on process & product improvement.- Expert escalation management: Assisted with 143 early-stage major escalations in 4 months, working with leaders and cross-functional teams like Product, Finance, and Customer Operations towards resolution and de-escalation.- Helped ramp up more junior members of the team and the new Customer Success Managers.

Calgary, Alberta, Canada

In this role I had the pleasure and privilege of getting to know my clients’ organizations, their recognition ambassadors, and their business goals for recognition and engagement. Armed with this knowledge I tailored recommendations and gave insight into how our SaaS product can be leveraged for their initiatives and goals.Facilitated the client journey from onboarding, adoption, renewal, and expansion. I nurtured my portfolio via regular touch-points on successes, pain points, product feedback and advocacy, and provided quarterly and annual insight reporting where I looked at what story the data was telling. - Onboarded over 15 large to enterprise organizations including Fortune 500 businesses with our CES from a strategic standpoint. This included discussions on early product adoption, budget planning, and program planning. - Managed >35 clients, facilitating quarterly and annual business reviews, and ensuring they are equipped for success, which in turn fosters renewal, growth, and expansion. - Created Internal and External Onboarding Score model for 360° onboarding experience insight to help assess highlights and areas for improvement from an experience and process standpoint.- Created an onboarding status and workload tracker to for visibility on the distribution of work across AMs and CES, including post-launch tracking.

Calgary, Alberta, Canada

As a Customer Experience Specialist at Kudos, I had quite a number of hats and undertook many responsibilities that ranged from Rapport-building, Retention & Renewal, Customer Advocate, Support, and Success. - Onboarded over 55 SMB to large organizations, undertaking both strategic and tactical discussions on implementation, adoption, programming, and more.- Looked after 50 SMB accounts for quarterly outreach, collaborative success planning, and revenue retention. - Contributed to the overhaul and refining of the onboarding process and customer journey.- Managed Support channels via calls, Intercom, Drift, and Zendesk and initiated Customer Satisfaction Score tracking. I had an individual 98.5% Happiness Score on Intercom and contributed to stellar Zendesk CSAT scores (100% in 2018 from when tracking started and 99.75% in 2019).- Created a business case for Trial Account Default State Changes that reduced account creation from 90 to 30 minutes.- Decreased overall creation time of custom monthly client reports, saving roughly 60 hours annually per project.- As a product and process knowledge expert, I helped transfer my product and process knowledge to incoming Client Experience Specialists and Customer Support Specialist.

Makati City, Philippines

• Spearheaded the creation of a Customer Success Team in 5 months prior to relocating to Canada. This team primarily focused on the growth of non-key accounts in an effort to get them to agency status within 6 months. • Facilitated partner success through proper expectation-setting, on-boarding, communication, and platform education and mastery. • Supported non-key account partners with materials and tips on how to grow their business faster. This was done by providing the materials needed for the product they needed more help on and further platform education.• Created the Customer Success Journey for the team to follow in order to make sure all non-key accounts are communicated with on a regular basis and kept abreast of the status of their campaigns. This journey also highlighted the required touchpoints to follow up on agency growth and activities to actually check up on where they are at, so we knew how to help them better.

Makati City, Philippines

- Managed the lifecycle of over 100 monthly SEO, Web Development, Content Marketing, PPC and Social Media projects, including regular client calls on updates, reports, and growth tracking.- As a white label digital marketing agency, I provided B2B knowledge process outsourcing to international digital marketing agencies and was responsible for retention, renewal, and growth. - Managed Support channels via calls and Intercom. (95% satisfaction rate out of 1944 conversations participated in across 2 years, on Intercom.- Mentored new and existing project managers on customer support over Intercom as well as ensured a 24/5 coverage window.

Makati

As a Junior Project Manager, I did my best to establish and improve the relationship between the company and our clients by making sure they were happy with the services we provided and that they received all deliverables on time. Aside from client-facing responsibilities, I also did audits myself and delegated other responsibilities to contributors. I also studied the client's business and needs and made sure these needs and how to execute them were disseminated to the contributors, for proper completion of the work required.Worked under the wing of another senior project manager upon receiving my own Key Account Partner (After 6 months into the Jr Project Manager Program)- Managed 100+ projects for a Key Account.- Worked on actual audits and send out monthly reports.- Made sure work was delivered by or before deadlines.- Kept track of underperforming campaigns and revisit if necessary.- Communicated with other departments to get client-specific needs followed to the letter.- Keyword research and recommendations- Curated all reports before sending them out.

Makati

- Implemented On-Page SEO elements across 15+ types of CMS, FTP, and cPanel websites. - Trained 7 other webmasters within this period to transfer the above knowledge and skills.- Completed link building tasks and published fresh content on client blogs.

Makati

- Content Uploading to websites and On-page blog publishing- Minor Site Fixes (WordPress, Joomla)- Product uploads to Magento websites- Search Engine Optimization: On-Page Implementation (WordPress only at this time)- Website Quality Assurance and On-Page Implementation QA

Bachelor Of Science (B.S.), Information And Communications Technology

High School/Secondary Diplomas And Certificates