Jillian Cummins, MBA

With 15+ years of experience in the life sciences/biotech space, 10+ of which in leadership roles with customer-facing teams, I have experience building and executing Customer Support strategic shifts in startups and industry-leading companies. The team structures I have deployed rely heavily on collaboration with other teams by leaning into the intersection of our core objective. Acting in a super user, trainer, and subject matter expert capacity for phone system (Ring Central), CRM (home grown, Right Now - Oracle, SFDC), ERP (SAP, Oracle Cloud, D365, NetSuite), and live chat (Fresh Chat) implementations across multiple companies has awarded me insight into methods of emphasizing the needs of the business during the prioritization and decision-making that occurs during the discovery, testing, and rollout phases of these large scale projects. In education and execution, I am well-versed in the design and administration of customer satisfaction, NPS, and customer effort surveys. I have previously earned an NPS certification through Satmetrix, and stood up a close-the-loop program for NPS and CES survey results within my first 3 months at a previous company. I cherish feedback in all forms, and use it to earn buy-in from internal stakeholders when driving change.