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Oct 2023 - May 2024 - moozoom - Director of Customer Success & Support

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Oct 2023 - May 2024 - moozoom - Director of Customer Success & Support

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Hired as moozoom’s first Director Customer Success and Customer Support and tasked with structuring and building both teams to ensure optimal customer usage & renewal goals

Segmented moozoom’s 1,500+ accounts and established CSM KPIs

Designed and led team training on customer talking points & calls best practices

Designed, built and launched all CS customer auto comms

Established health scores & strategic accounts reviews to monitor account progress & trends

Hired and onboarded 5 new team members

Led all implementation & renewal efforts

Increased & improved data collection & tracking procedures

Helped train the French Canadian sales team on US education trends and best practices

Designed and developed extensive customer-facing and internal CS resources

Worked with the Marketing, Content & Software teams to streamline the customer experience

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Please click on the image above to enlarge for the full post. The following is a portion of the CEO's recommendation:

"We hired Jessica to join Literal as our Director of Customer Success at a critical time in the launch of the business. As a key hire - one of our most important - we needed an immediate contributor that brought perspective, experience, autonomy, drive, passion, and leadership to the earliest stages of building a structured, robust customer success practice. We found that person in Jessica. In spades...."

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Sample of my work with the Renaissance marketing team

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Sample of my work with the Renaissance marketing team

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I wrote and designed the content linked in pages 3 and 4 of this Winter Reading Resources Kit - the Family Activities and Reading Bingo portions.

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JEDI Teacher's Letter of Recommendation 

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JEDI Teacher's Letter of Recommendation 

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iForward Parent Letter of Recommendation 

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iForward Parent Letter of Recommendation 

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Customer Success resources created for Literal

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Customer Success resources created for Literal

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Feb 2023 to July 2023 - Literal - Director of Customer Success

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Feb 2023 to July 2023 - Literal - Director of Customer Success

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Hired to launch the Customer Success department of Literal, a ed tech start-up with a unique reading platform designed to create a new generation of engaged readers

Responsibilities:

Designed & implemented all customer success resources, including onboarding materials, training videos, and customer support resources

Led all client accounts, serving as the primary point of contact for customer needs & inquiries

Collaborated with cross-functional teams to align customer success initiatives with company goals

Co-designed & led the 2023 internal Back to School week sessions and learning activities

Wrote & designed all customer success auto comms for each customer type & customer journey stage

Built & managed all customer success auto comms in both Outplay & HighLevel

Attended the 2023 ERDI conference & participated in a presentation to several Texas superintendents

Organized and led the bi-weekly Strategic Account Sync with the co-owners and sales team; tracked and reported on all account Zoho Analytics data

Laid off with all U.S. employees in July 2023

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Literal | Enjoy reading a fun chat format

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Literal makes reading books fun and engaging by putting it in a fun Chat-fiction format. Try it out in your classroom or get a personal account for unlimited reading.

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Oct 2024 to Present - Literal - Manager of Customer Experience

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Oct 2024 to Present - Literal - Manager of Customer Experience

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After Literal's CEO was able to raise additional funds, he asked me to come back on a contract basis as the Manager of Customer Experience.

Responsible for customers’ overall experience & updating customer resources

Orchestrate strategic cross-departmental thought partnerships

Develop and execute comprehensive customer experience strategies aligned with company goals

Define and track KPIs related to customer experience

Lead all customer onboarding, resulting in 3x increase in student & staff access

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Literal | Enjoy reading a fun chat format

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Literal makes reading books fun and engaging by putting it in a fun Chat-fiction format. Try it out in your classroom or get a personal account for unlimited reading.

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Pictured here is another seated small group, working in front of a projector together during the Customer Success presentation

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Photo taken from an Oct 2022 presentation I designed and led for Newsela' Customer Success department. Pictured is a semi circle group of diverse participants 

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Newsela CS Seminar Session I led in New Orleans

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Newsela CS Seminar Session I led in New Orleans

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Photo of me and my (now teenage but then 2 year-old) daughter on my lap, both sitting behind my teacher desk, positioned in front of the chalkboard

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Feb 2022 to Nov 2022 - Newsela  - Customer Success Strategy Onboarding Manager

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Feb 2022 to Nov 2022 - Newsela  - Customer Success Strategy Onboarding Manager

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Hired as the first Onboarding Manager & updated all onboarding support materials while redesigning the internal stakeholder onboarding process for a seamless customer experience

Wrote and edited all onboarding auto communication cadences in Gainsight & Salesloft

Designed & successfully pitched a four-quarter plan to update the internal onboarding process, strengthen AE & CSM partnerships, and increase onboarding data collection to improve proactive planning & customer satisfaction

Led the Onboarding Customer Journey Working Group composed of 14 members from six departments

Co-designed and ran a New Customer Calls Bootcamp for CSMs new to stakeholder calls

Designed & updated all New Customer Toolkits and suggested talking points resources

Laid off in Nov 2022 along with 18% of Newsela’s staff

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It's time to improve literacy skills during social studies instruction and ensure that readers of all abilities have what they need to access grade-level social studies concepts.

Join us on Thursday, December 7 for a look at scaffolded materials that provide extra literacy support while building key social studies concepts and skills.

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Newsela | Content and assessment platform

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Content Aligned To National & State Standard, Flexible To Support Relevant Curriculum. Find the Perfect Piece Of Content For Lessons. Go beyond the book.

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Mother of three

Former foster parent

Host a table at the quarterly Ed Tech Job Fair to support educators transitioning out of the classroom

Currently live in Los Angeles but originally from Michigan & Wisconsin

Love to travel - favorite cities are Istanbul and Athens

Lived in multiple states and Australia

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2021 to 2022 - Renaissance - Community Success Project Manager

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2021 to 2022 - Renaissance - Community Success Project Manager

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Served as Community Success Project Manager, successfully leading the nation's second largest school district through Back to School season with a partial team while remaining ahead of target on renewal metrics & district target goals

Primary duties included supporting Los Angeles Area Unified School District with their $4.8 million myON & Accelerated Reader implementations

Oversaw myON digital library implementation and reached 75% district usage in under three months, the highest in the company

Analyzed & delivered district data; shared weekly reports to LAUSD stakeholders

Organized & oversaw LAUSD's PD, quarterly reporting, and project plans

Worked closely with marketing, designing product materials & resources

Partnered with the sales team on renewals & goals

Met with district stakeholders twice weekly to share data & gather priority needs

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Our interconnected solutions help you to clearly see every learner's strengths and needs-so you can provide the right instruction at the right time for success.

See our story

At Renaissance, we believe the right technology can unlock a more effective learning experience: one in which every student grows to their full potential and teachers are freed up to do what they do best-teach. It's amazing what we can achieve when the right technology helps us see what each student needs and chart their path to success.

Our instructional ecosystem gives teachers and administrators a clear view of their students every step of the way. Simple, accurate assessment tools show teachers exactly where students are and what they're ready to learn next. Engaging and flexible instructional tools personalize learning to each student's unique needs, while insights and data solutions provide administrators with x-ray vision into what's happening in their schools.

Accurate
Assessment

Engaging
Practice &
Instruction

Actionable
Insights

Engaging
Practice &
Instruction

Discover why Monroe County, Florida, and thousands of other districts rely on Renaissance solutions to drive greater student growth.

Watch video (2:58)

Continually innovating with bold connected products

Renaissance's interconnected solutions accurately assess learning and growth, provide insight-driven instruction and practice, and take a whole-child approach to data-informed decisions.

Open, connected, & easy

Students learn better when we all work together. That's why our products work together to provide the kind of assessment-driven instruction your students need to grow.

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Educators trust Renaissance software solutions for K‒12 assessment and reading and math practice to increase student growth and mastery.

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2009 to 2017 - Freelance - Instructional Design 

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2009 to 2017 - Freelance - Instructional Design 

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During this time period I also freelanced as an Instructional Designer, creating courses and/or assessments for the following:

JEDI Virtual School

iForward Virtual School

The Army (Army regulation testing & assessments)

Various corporations - Employee development & training content

SAT testing questions

WACTY - Gifted & Talented middle school program

Hawkes Learning

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Student Features

Driven by student-centered innovation, we've developed a user-friendly interface that engages students throughout the entire lesson. This approach uses three simple modes to mastery: Learn, Practice, and Certify.

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Driven by student-centered innovation, we've developed a user-friendly interface that engages students throughout the entire lesson. This approach uses three simple modes to mastery: Learn, Practice, and Certify.

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Letter of Rec from the Antelope Valley HS District Curriculum Director

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Letter of Rec from the Antelope Valley HS District Curriculum Director

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2006 to 2011 - Lake Mills High School - English 10 and 11 Teacher

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2006 to 2011 - Lake Mills High School - English 10 and 11 Teacher

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After 3 months of student teaching in this district's middle & high schools, I had the privilege of being invited to interview for a full time teaching position.

Primary responsibilities included:

Teaching all English 10 sections for the high school

Teaching several American Literature sections

Supervising freshman study hall

Leading the senior class & co-organizing the annual senior picnic & graduation

Other notable accomplishments include:

Restructured district's English 10 curriculum

Incorporated female, LGBTQ+, and authors of color in the district's American Lit course for the first time

Served on multiple committees

Helped run the high school football scoreboard

Coached the high school dance team

Supervised the annual Homecoming dance

Participated in the high school ELA department's curriculum review and selection process

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LMHS Learning Options: Face-to-Face/Blended/Virtual

It is our responsibility to know who is in our building at all times.

Students will have the same 4 classes every day second quarter (Day 2 classes).

Students will be covering a semester's worth of material in one quarter.

Students are expected to be in the building during the regular school day and follow all expectations of in-person learning.

Students are required to wear masks at all times when in the building. If you are not comfortable with this, you must choose the full time virtual option.

If you have a JEDI singleton course in your schedule, you are able to complete it in the Learning Center or off campus. This is for face-to-face only.

Students will have the same 4 classes every day second quarter (Day 2 classes).

Students will be covering a semester's worth of material in one quarter.

Students have the option of taking up to 3 classes virtually each quarter.

Please click here to let us know which classes you'd like to take virtually 2nd quarter.

Students will receive virtual instruction from all LMHS teachers.

Students are expected to complete their virtual and JEDI classes off campus and are not allowed into the building during school hours.

Students are required to wear masks at all times when in the building. If you are not comfortable with this, you must choose the full time virtual option.

Students may need to be logged into their class during their scheduled class period. Teachers will communicate this information to virtual students as to when they would like them to be logged in.

Students will have the same 4 classes every day second quarter (Day 2 classes).

Students will be covering a semester's worth of material in one quarter.

Students will receive virtual instruction from LMHS teachers.

Students are expected to complete all classes off campus and are not allowed into the building during school hours.

Students may need to be logged into their class during their scheduled class period. Teachers will communicate this information to virtual students as to when they would like students to be logged in.

Technology

For students who are full time virtual or blended, it is expected that they have a device (a cell phone does not count for a device). If you need technology provided from the school for your instruction, please fill out this form.

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Lake Mills Area School District - #LCatPride

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LMHS Learning Options: Face-to-Face/Blended/Virtual It is our responsibility to know who is in our building at all times. Students will have the same 4 classes every day second quarter (Day 2 classes). Students will be covering a semester's worth of material in one quarter.

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2018 to 2020 - Houghton Mifflin Harcourt - Education Project Manager

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2018 to 2020 - Houghton Mifflin Harcourt - Education Project Manager

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Worked in the Literary Solutions Services branch & supported 10 So Cal districts' teachers who worked in literacy intervention classrooms for grades 3-12

Responsible for high-risks accounts who had invested at least $5 million & saw all accounts renew successfully with upselling included

Worked directly with district leadership to ensure equitable learning & teacher training for all Read180 & System 44 classrooms

Scheduled & tracked evolving PD calendars for these districts, each averaging 40-50 teachers signed up for monthly support & 500+ needing annual PD support

Saw a 50% increase in student Lexile growth and decreased teacher turnover in one multi-million dollar account

Primary duties included:

Leading PD training in person & online

Observing & supporting teachers

Attending mid & end of year data meetings

Overseeing district support schedules

Attending district implementation meetings

Upselling of company products

Ensuring school success

Led several So Cal districts through the COVID crisis without losing any professional development days, while supporting districts transfer of in-person support to on-line learning settings

Maintained 94% customer approval rating, one of the company's highest for that year

Earned an international "Shout Out" from the CEO for my exemplary webinar teacher support during the initial COVID 19 school campus closures

Laid off, along with 22% of the services staff in Oct 2020 due to COVID restructuring

Included below are three years' of educator feedback on my training and support sessions as well as two letters of reference

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Two Years of Growth in One Year

Developed using the latest cognitive neuroscience, Read 180 can help students in Grades 3-12 gain up to two years average growth in one year.

Maximum Support, in One Solution

Read 180 integrates the most effective reading intervention strategies for Tier II and Tier III into one solution, supporting core and intervention teachers of students in Grades 3-12 who are reading below grade level.

Actionable Data to Inform Instruction

Our literacy continuum formula is research-based and developmentally appropriate. The combination of adaptive learning technology that provides actionable data, along with blended professional learning, can help teachers foster independent readers.

A Reading Success Story

See how Read 180 put Jamaica, a former student in Clovis, California, on a path to a bright future.

Read 180 Flex: Tier 2 and 3 Intervention for Core Classrooms

Our new offering, Read 180 Flex, is streamlined to fit into the core classroom, and it comes at a lower price.
Includes:

Student Application from Phonics to Fluency to Comprehension

Independent Reading

NWEA MAP Growth & Reporting Suite

Teacher Success Pathway

Tier 2 and 3 Intervention for Dedicated Classrooms

Read 180 's full program balances teacher-led instruction with personalized practice, allowing teachers to do what they do best.
Includes:

Student Application from Phonics to Fluency to Comprehension

Independent Reading & ReaL Books

Language Launch (Newcomers)

NWEAMAP Growth & Reporting Suite

Getting Started & Teacher Success Pathway

Focus on Fluency

The ReaL Book: Code's foundational literacy instruction is systematic, explicit, and multisensory, guiding students to "crack the code" of 44 sounds and 26 letters and join the community of readers.

To Proficiency and Beyond

Read 180 includes a suite of teacher-created resources designed to meet students' individual needs and help them grow as readers. Built on the pillars of reading, these resources help students fully engage with text.

Enhanced Decisions, Superior Outcomes

NWEA MAP Growth-included in the Read 180 subscription-helps determine students' eligibility for Tier 2 or 3 intervention and allows teachers to automatically place students into personalized pathways. MAP Growth scores seamlessly integrate into Read 180, ensuring that students start at their correct Segment or Workshop within the student application.

HMH ELA K-12 Connected Curriculum: Best Suite of Connected/Integrated Solutions

Council of Administrators of Special Education (CASE) Endorsement

Read 180 is endorsed as an effective reading intervention program.

Read 180 and System 44 Research Overview

This document provides an overview of the strong levels of evidence that show Read 180 and System 44's effectiveness in increasing students' literacy growth.

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HMH Read 180 | 3-12 Reading Intervention Curriculum | Houghton Mifflin Harcourt

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HMH Read 180 for grades 3-12 is an adaptive reading intervention program that helps striving students to achieve grade-level proficiency.

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Education - Masters Degree in Educational Leadership (2017)

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Education - Masters Degree in Educational Leadership (2017)

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Please, see my attached transcripts, which show a 4.0 grade average.

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2009 to 2017 - Additional Online Teaching Experience

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2009 to 2017 - Additional Online Teaching Experience

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*During my administrative years, it was important that I kept the responsibilities and needs of teachers close, so I continued teaching for other online schools part time:

iForward Virtual School - 2009 to 2016

iSucceed Virtual School - 2010 to 2011

K12 Virtual Schools - 2011 to 2012

WCATY (Gifted & Talented blended learning program) - 2011 to 2013

ALAW (Advanced Learning Acad of WI) - 2013 to 2017

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2008 to 2018 - JEDI Virtual School - Lead Student Services Coordinator

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2008 to 2018 - JEDI Virtual School - Lead Student Services Coordinator

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JEDI Virtual School is an online, nonprofit consortium that partners with public school districts to provide PreK - 12th online course options to district students in Wisconsin

2008 - Began as an online English teacher

Updated the core English 9 course

Created several entirely new courses for the school as well

2010 - Promoted from teacher to Student Services team

Restructured several key aspects of the school &  dramatically increased student overall enrollment & retainment

Updated all internal training materials & programs, leading an 80% increase in teacher effectiveness

Restructured the student support program, new student onboarding & overall course options resulting in triple enrollment numbers within 2 school years

Created part time positions that were cost effective while streamlining manual enrollment and data entry tasks

Designed a course for new students to complete as part of the onboarding process leading to a 65% increase in student retention & passing rates

2012 - Promoted to Lead Student Services Admin, working directly under the Director

Primary responsibilities included:

Leading district enrollment meetings

Attending board meetings

Primary point of contact for the teaching & learning coach staff

Leading & presenting internal PD sessions

Supporting school marketing & curriculum purchasing decisions

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