Rachel Jugai

Rachel Jugai

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Head of North America Customer Success
San Diego, California, United States

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Résumé

Jobs verified_user 0% verified
  • Mitek Systems
    Head of North America Customer Success
    Mitek Systems
    Oct 2020 - Current (6 years 1 month)
  • Mitek Systems
    Sr Customer Success Manager
    Mitek Systems
    Sep 2018 - Dec 2020 (2 years 4 months)
  • Tealium
    Customer Success Manager
    Tealium
    Sep 2016 - Sep 2018 (2 years 1 month)
  • ensighten
    Customer Success Manager
    ensighten
    Apr 2014 - Sep 2016 (2 years 6 months)
    Tracks and manages client and Ensighten's deliverables. Maintains a timely delivery schedule for all implementation team members. Conducts initial account (connectors,datasets etc) configuration & documentation for support. Conducts advanced account setup and basic user training & report building. Acts as primary liaison with the Engineering department to maintain project progress.Contributes to the internal documentation efforts for imp processes and client best practices. Reports weekly on the status of client engagements, and transitions the completed clients to the support team.Maintains the outstanding list of issues for assigned clients, and ensure that the delivery schedule is met. Successfully managing and renewing all APAC accounts
  • HealthLine Systems Inc
    Client Training Specialist
    HealthLine Systems Inc
    Aug 2012 - Apr 2014 (1 year 9 months)
    Works with end users to troubleshoot and resolve software issues. Conducts training in training facilities, at customer sites, or via the Internet. Analyzes training needs, develops training objectives, and selects appropriate instructional techniques and methodologies for the delivery of training. Develops new product training workbooks and materials and periodically updates existing ones.
  • Point Loma Nazarene University
    Helpdesk Manager
    Point Loma Nazarene University
    May 2011 - Aug 2012 (1 year 4 months)
    Effectively coached a team of 50 technicians to resolve 400 tickets per week; each with an hourly deadline. Utilized various knowledge bases, wikis, and tribal knowledge to successfully diagnose and resolve 75 tickets per week. Collaborated with Management to engineer Key Performance Indicators in order to benchmark and improve upon Help Desk effectiveness. This resulted in a 20% improvement in Tier 1 first-contact-resolution.
  • Point Loma Nazarene University
    Student Tech and Repair
    Point Loma Nazarene University
    May 2010 - May 2011 (1 year 1 month)
Education verified_user 0% verified
  • Point Loma Nazarene University
    Bachelor of Arts, Journalism
    Point Loma Nazarene University
    Jan 2008 - Jan 2011 (3 years 1 month)
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