Customer Support Director

JESSICA GREENE

Fort Mill, SC 571-***-**** *************@*****.***

SUMMARY

Strategic, customer-obsessed, and relationship-driven Customer Success and Support Manager with 12+ years of experience in the education sector, specializing in customer relationship management, stakeholder engagement, and technical support. Brings an additional 3+ years of experience as an Executive Assistant and Analyst across the IT service management and professional services industries. Expertise with AI-powered tools and government data collection programs, focused on helping customers realize value and achieve their goals through effective change management, product adoption, and personalized support. Skilled in developing and executing strategies to cultivate relationships, increase product adoption, and maximize customer value.

SKILLS

-Customer Relationship Management

-Customer Health & Revenue Retention

-Team Leadership and Development

-Operational Excellence

-Customer Onboarding and Training

-Problem Solving and Issue Resolution

-Key Performance Indicators (KPIs)

-Weekly and Monthly Reporting

-Strategic Planning and Execution

-Continuous Process Improvement

-Data-Driven Decision Making

-Cross-Functional Collaboration

-Customer Experience and Satisfaction

-Technical and Functional Support

-Stakeholder Relations

Customer Adoption and Engagement

additional information

Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), EnterpriseWizard, JIRA, WebEx

Clearance: ED 5C Public Trust Clearance (Active)

Other: Certified Capability Maturity Model Integration (CMMI) L3 Trained

EXPERIENCE

Applied Engineering Management – (U.S. Department of Education Remote

Customer Success and Support Manager – Education Data Management and Information Technology Services Nov 2021 – Feb 2024

Lead and manage a team of 8 technical support specialists to deliver service to stakeholders on the EDFacts data collection program (centralized data management solution enabling government leaders with policy development, planning, and management capabilities).

Revised and improved internal onboarding process to allow associates an incremental approach to education about collections as they approach in the annual cycle

Conducted quarterly reviews with direct reports related to goal setting and performance

Personally lead internal Change Management Plans for new education data collection software (included but was not limited to creating supporting technical documentation and instructional videos, technical support communication plan including: training timeline for go-live, communication and support plans during collection windows, training internal team members to support stakeholders, create and host training webinars on many topics altering content to target the stakeholders attending specific webinars, creating new avenues for communicating to a broader group of system users compared to prior years, etc); 97% submission rate from State Education Agencies (including outlying territories) for the SY 2023-24 data collection (4,888 data files submitted by due date – 6 data collection windows) while also supporting O&M collections via other data collection systems

Organized cross-team/cross-contract collaboration with the goal of successfully providing technical support to the state education agencies while transitioning to the new data collection system. Stakeholders included system infrastructure teams, Federal Education program offices, Data Management Team and ED-funded technical assistance centers.

Organized weekly and bi-weekly meetings for departments to align strategy which allows the organization to offer unique and customized approaches to technical support.

Continuously analyzed incoming traffic volume on a regular cadence in order to forecast support needs by reviewing prior year’s collection windows and upcoming data collection changes (if applicable) to track success and improvement

Supported contracts cross departmentally by analyzing metrics to plan support needs during surge periods (including recruiting additionally personnel from internal teams and creating calendars for staff supporting more than one contract)

Cultivated strong relationships with key customers by facilitating engagements with U.S. Department of Education liaisons and state education agencies, providing expertise/consultation on data collection functionalities and driving program adoption.

Managed service level agreements (SLAs) which resulted in achieving a 100% customer satisfaction rating as measured by EnterpriseWizard, SurveyMonkey, and stakeholder feedback surveys.

Directed customer outreach efforts during critical data collection periods, offering after hours support and status updates to stakeholders via email, phone, and meetings to drive value and ensure customer success.

Facilitated customer feedback and Joint Application Design (JAD) sessions to gather user input and implement desired features into the data collection system, enhancing the overall user experience and increasing program adoption.

Catalyzed the success of a new data collection system release by assisting customers with features and functionalities as well as collaborating with the data management teams to ensure successful implementation and maximize customer alignment.

Coordinated internally with the System Infrastructure team to address and resolve new system issues, keeping stakeholders informed and maintaining high customer satisfaction levels.

Manage online communities to share resources and updates, supporting users to provide accurate and timely data which improved customer success.

Developed client facing documentation, including: user guides, videos, and policy guidance stored within the online communities, fostering a culture of self-service and reducing support ticket volume.

Applied Engineering Management – (U.S. Department of Education) Herdon, VA

Customer Support Escalation Lead – Education Data Management & IT Services, EdTech Support Services Mar 2015 – Nov 2021

Supported the Customer Success and Support Manager as part of an integrated help desk focused on data submission and reporting, training and documentation, customer service, and issue resolution.

Developed relationships by providing support to government leaders and other stakeholders, including the Office of Elementary and Secondary Education, Office of Special Education Programs, and the Management Support and Information Program.

Managed incoming phone calls and email inquiries, ensuring high-quality submissions and data accuracy by addressing policy and collection inquiries, achieving excellent customer service satisfaction based on metrics and survey results.

Led collaboration efforts with the State Longitudinal Data Systems, participating in ongoing cross-contract and cross-company meetings that resulted in a successful presentation on EDPass products, driving an increase in product adoption rates.

Participated in post-collection lessons learned sessions to evaluate improvements and successes, recommending strategies to enhance future stakeholder support and improve customer experience.

Provided hands-on support and training for EDFacts and Consolidated State Performance Report (CSPR), enabling the Bureau of Indian Education to submit all data files and certify their first complete CSPR.

Managed weekly reports for policy and technical inquiries, including escalated issues, aging tickets, and public data inquiries, ensuring timely and accurate resolution.

Maintained technical assistance documentation, webinars, and 'How To' videos on the EDFacts Community of Practice (CoP) website, conducting annual reviews for compliance and relevancy.

Assisted with onboarding and training new analysts on help desk processes, ticket compliance, and government-specific applications, ensuring they were well-equipped to support users.

Supported the development and execution of the annual STATS-DC Conference, including meeting with EDFacts Coordinators to provide in-person policy and technical guidance.

Capital Boiler Works Springfield, VA

Executive Assistant to the VP of Operations Sep 2014 – Mar 2015

Provided full-spectrum support to the Vice President of Operations and assisted Project Managers by coordinating service requests and new job assignments, ensuring seamless operations.

Scheduled meetings, owned the Vice President’s calendar, and managed phone and email communications on behalf of the VP, ensuring timely responses and effective communication.

Prepared and presented weekly and monthly reports on GPS tracking and gas usage, providing actionable insights for operational efficiency.

Tracked and maintained company vehicles and Department of Motor Vehicles (DMV) records, including developing monthly operations reports and fuel cost/usage reports, and scheduling maintenance to ensure fleet readiness and compliance.

Led initiatives to enhance communication between the operations team and customers, fostering stronger relationships and improving customer retention and satisfaction rates.

Acentia Falls Church, VA

Analyst, Education (U.S. Department of Education) Mar 2012 – Sep 2014

Served as the primary point of contact for 12 State agencies, providing end-to-end support for data submissions, report generation, technical assistance, and policy-related inquiries.

Assisted the U.S. Department of Education (ED), State Education Agencies (SEAs), and Local Education Agencies (LEAs) by using specialized government applications to ensure accurate and timely data submissions.

Delivered high-quality technical and functional support as a Tier III help desk analyst, addressing and resolving complex issues to maintain high levels of customer satisfaction.

Fostered strong relationships with state agency representatives, ensuring clear communication and understanding of data requirements and policy guidelines.

EDUCATION

High School Diploma Woodbridge Senior High School Woodbridge, VA

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