Cassandra Elias

About Cassandra Elias

Manager, Professional Services | SaaS | HR Software

Experience

1. Manager, Professional Services

   NEOGOV

   Feb 2025 — Present

   Tasked with establishing and managing a newly formed Professional Services team within Operations from the ground up.• Identify and define service offerings to customers, enabling them to further recognize their Neogov product suite value and improve product adoption.• Act as the primary liaison with Operations and Sales leaders for customer churn reduction, process improvement, and pricing of the offered services.• Manage a team of Professional Service Consultants, ensuring their success in the role via effective onboarding, training, and support.• Ensure team KPI measurements and reporting are kept up to date and monitored.• Scope and assign Professional Services to consultant(s).• Trend and analyze processes for improvements consistently.• Delegate the creation of documentation and training materials.• Lead and resolve customer escalations to ensure proper satisfaction rating and reduce churn.• Define and implement process automation using technology and tools like Salesforce, Gainsight, and more.

Education

• Carthage College

  Elementary Education and Teaching

  2007 — 2009

• ITT Technical Institute

  Associate of Applied Science, Information Technology, Computer Network Systems

  2009 — 2010

Skills

• Operating Systems
• Visio
• Software Installation
• Citrix
• Databases
• Microsoft Exchange
• Network Administration
• Blackberry
• Printers
• Windows Xp
• Networking
• Windows
• Windows 7
• System Administration
• Retail Banking
• Vpn
• Customer Service
• Os X
• Vmware
• Tcp/Ip
• Software Documentation
• Microsoft Office
• Access
• Active Directory
• Windows Server
• Troubleshooting
• Servers