Jessica Palmer

About Jessica Palmer

With 20 years of experience in customer success and operations leadership, I am passionate about driving excellence in customer success management at the executive level. My career has been marked by a commitment to enhancing customer satisfaction, retention, and growth through strategic leadership, cross-functional collaboration, and a deep understanding of the customer journey.Over the past four years, I have focused on leading operations, honing my ability to streamline processes, and creating scalable frameworks that align with business objectives. Key Strengths: Customer Success Strategy & Leadership Customer Satisfaction & Retention Operations Leadership & Modeling Change Management & Transformation Team Development & Mentorship Strategic Planning & Execution Gainsight, Salesforce, & Certinia Proficiency Customer Journey Mapping & Optimization Voice of the Customer (NPS/CSAT/Escalations)I have consistently worked with internal teams to establish KPIs, develop service models, and implement delivery frameworks that promote end-to-end customer success. My strategic approach has been instrumental in creating best practices that align with organizational goals, drive customer-centric outcomes, and ensure long-term value.What I Bring to the Table: ↳ Expertise in driving customer success strategies that support growth, retention, and expansion.↳ Proven ability to develop and implement best practices that align with business objectives.↳ Experience in introducing KPIs and service models that enhance efficiency and accelerate impact.↳ A track record of successful cross-functional collaboration with technical, sales, finance, marketing, and enablement teams.↳ Deep expertise in project and change management, creating solid foundations for people, process, and system transformations.My leadership experience includes managing client portfolios, post-sales account segmentation, and driving Net Revenue Retention (NRR). I am dedicated to fostering a culture of continuous improvement, where Customer Success Managers and Professional Services teams can thrive and deliver best-in-class results. My analytical mindset, combined with a focus on the company\'s vision and mission, drives me to achieve excellence in every aspect of customer success management.

Experience

1. Director, Implementation Support

   Onbe

   Nov 2024 — Present · Conshohocken, PA, US

   Leading Quality Assurance, Creative Design, and Post-Implementation Maintenance teams to be best-in-class through seamless collaboration and meticulous attention to detail. Focused on meeting business objectives and delivering measurable value to the organization.

Education

• University of Phoenix

  Bachelor's degree Information Technology, Information Technology

  2003 — 2005

Skills

• Debit Cards
• Program Management
• Business Analysis
• Payment Card Processing
• Product Management
• Relationship Management
• Sdlc
• Payments
• Financial Services
• Project Management
• Strategy
• Mobile Payments
• Payment Systems
• Business Development
• Account Management
• Ada Compliance
• Credit Cards
• Process Improvement
• Electronic Payments
• Customer Relationship Management (Crm)
• Vendor Management
• Leadership
• Management
• Team Leadership
• Telecommunications
• Analysis
• Contract Negotiation
• Start-Ups