Jess Markowitz

About Jess Markowitz

Enthusiastic and passionate problem-solver. Advocate for workplace accessibility…

Experience

1. Product Success Lead

   Cedar

   Jun 2024 — Present · New York, NY, US

   Provide dedicated support to high-touch clients, ensuring timely and effective resolution of issues and requests• Investigate, triage, and escalate client concerns to appropriate teams for resolution• Leverage SQL to analyze data and resolve client-facing issues• Rotate leadership of weekly Product Success team meetings, set agendas, and document key takeaways• Collaborate with cross-functional teams to review and analyze client interactions with Cedar\'s AI agent, identifying and categorizing issues and noting opportunities for a smoother client experience• Create and manage detailed bug tickets and feature requests• Lead weekly office hours for Product Success team members to troubleshoot complex cases and mentor team members through knowledge sharing• Drive team development initiatives and contribute to continuous improvement projects• Partner on process optimization efforts to enhance team efficiency and scalabilityTools and Proficiencies:Salesforce, Snowflake, Jira, Confluence, Stripe, Looker, Twilio, Mailgun, GsuiteOKR Initiatives:• Reduce stale cases by 20%• Reduce resolution time for Product Success owned cases by 10%• Reduce inbound case volume by creating and leveraging case submission template within Cedar\'s client support portal

Education

• SUNY Brockport

  Bachelor of Science - BS

• CareerFoundry

  Certificate in UX Design and Frontend Development for Designers

  2022 — 2023

• Eastern Gateway Community College

  AAB