Jessica Lovell

About

As a Senior Customer Success Manager with a background in sales, I’ve spent years understanding customer pain points and advocating for their needs. Now as a Product Designer, I leverage my deep empathy and problem-solving expertise to create seamless, user-centered experiences. My unique perspective bridges user needs, business goals, and collaboration, ensuring products are functional, impactful, and resonate with users.

Experience

• Senior Customer Success Manager II - Mid Market · Muck Rack06-01-2021

  I help customers translate their goals and KPIs into streamlined workflows, improving efficiency and enabling clients to track ROI through data-driven insights. ● Enhance the customer journey by analyzing user behavior and crafting tailored recommendations, transforming insights from usage patterns into personalized solutions that address unique needs and improved user engagement. ● Recognized by leadership for success and asked to mentor new hires and guide team members needing skill development, enhancing team cohesion and setting a high standard for service excellence.

• UX/Product Designer · Freelance2023

  - Designed intuitive, user-friendly experiences for various clients by conducting research, creating wireframes, and building interactive prototypes. - Led user research and testing efforts to identify pain points and refine designs based on real user feedback. - Collaborated with developers and product teams to align design solutions with business goals and technical constraints

• Client Onboarding · Spark Hire, Inc.10-01-2020 – 05-01-2021

  I trained customers to effectively use Spark Hire's features, enhancing their hiring processes through video interviews, collaboration tools, and data-driven insights. ● Design intuitive, user-centered onboarding experiences that ensure smooth transitions and efficient adoption of tools, creating customized workflows and resources that align with client needs and maximize ease of use. ● Collaborate closely with Product, Sales, Customer Success, and Support to ensure a cohesive and user-aligned onboarding experience, aligning team efforts to enhance the customer journey and lay the groundwork for long-term success.

Education

• DePaul UniversityMaster of Science - MS, Human Computer Interaction
• Willamette UniversityBachelor of Arts - BA, English Literature

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