Justine Rowe Email & Phone Number

Guide districts through the process of converting from one CMS to anotherManage 75-100 projects at a time, ensuring deliverables and timelines are being metManage the entire lifecycle of the project, from client kick off call to launch. This includes supplemental training, bi-weekly checkins and project timeline trackingDeveloped internal documentation and processes for this newly created teamCoordinating with cross-functional teams including designers, front end developers, and data integration specialists.Developed long-lasting relationships with many school districts across the country

Provided Best Practices and feedback to clients during biweekly check insDelivered post-sales product training consisting of 8 hours of online training + biweekly checkin calls up until launchDelivered training for website, mobile app and mass notification productsHandled a workload of roughly 60 active projects at any timeAssisted in the process of developing a new training process for client facing trainings

State College, Pa

Responsible for organizing and overseeing post-sales implementation for community engagement productsProvided reports, status updates, and resolution management to clients as neededSuccessfully completed the implementation of hundreds of school district websites, mobile apps and notification projects while maintaining a high customer satisfaction score and 95% retention rates

Provide outstanding customer supportContribute to a <95% client retention ratesMentors Technical Support Specialist Levels I and IIMonitors and advises on case resolutions for Level I and II specialistsMaintain our teams internal website that serves as an internal product knowledge base as well as a hub for important product updates, release information, and documentation.Created and continues to maintain training guides and assessments for new hires.

State College, Pa

Providing top level 24/7 support for our clients. Contributed to client retention by attaining company set client satisfaction ratings. Contributed to client adoption, as well as to new client acquisition. I am continuing to mentor newer staff as they integrate themselves into their new positions and assisting them with providing outstanding support.

Contributed to <95% customer satisfaction rating. Handled ongoing client technical support issues, provided clients with consulting regarding website setup, data management and best practices. Responsible for handling incoming customer support phone calls, responding to customer inquiries, and entering support cases.

As the support coordinator, my main responsibility was to triage support calls and enter support cases that were submitted by colleagues in other departments. I also ran reports for case submission statistics.