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Home - Jessica's World
Jessica Dozier

Director of Customer Success and Advocacy

Customer Journey Mapping & Lifecycle Management Expert

Team Leadership and Coaching

Data-Driven Insights & Reporting

Cross-functional Enablement & Internal Alignment

Jessica Dozier

Director of Customer Success and Advocacy

Customer Journey Mapping & Lifecycle Management Expert

Team Leadership and Coaching

Data-Driven Insights & Reporting

Cross-functional Enablement & Internal Alignment

My Strengths
Customer Success Strategy

Partner with organizations to design and implement scalable customer success frameworks that increase retention and long-term value.

Client Relationship Management

Support companies in building strong, trust-based client relationships that drive loyalty, growth, and advocacy.

Organizational Leadership Coaching

Work with new and emerging leaders to improve team dynamics, communication, and goal alignment.

Process Optimization

Analyze and improve internal workflows for greater efficiency, collaboration, and measurable results.

Change Management Leader

Guide teams through change, from system transitions to leadership shifts, with a focus on communication and adoption.

Team Development & Enablement

Design and deliver strategies for upskilling, retaining, and empowering high-performing teams.

About Me

With over a decade of experience in account management and a strong track record of leadership in customer-facing roles, I bring a unique blend of client advocacy, strategic thinking, and team development to every opportunity I lead.

  • Current Role: Director of Customer Success, 1 EDI Source
  • Experience: 10+ Years in Client Management
  • Industry Focus: B2B SaaS, EDI Technology, HR Operations
  • Leadership Style: People-Centric | Strategic | Data-Informed
  • Key Strengths: Relationship Management, Team Development, Client Advocacy
Testimonials
Fun Facts
Mom of 5
3 Awards Won
Me and My Husband Love coffee!
In My spare time I like photograpy
Resume
Experience
Director of Customer Success
2019 - Present
Director of Customer Success
Epicor/1edisource

Core Responsibilities Beyond Growth and Retention

1. Customer Advocacy & Voice of Customer (VoC) Programs

  • Act as the internal voice of the customer, ensuring product, marketing, and support teams understand customer needs.

  • Drive advocacy programs like case studies, testimonials, reference programs, user groups, and customer advisory boards.

  • Use feedback loops (surveys, interviews, NPS, CSAT) to inform product roadmap and service improvements.

2. Customer Journey Mapping & Lifecycle Management

  • Develop detailed customer journey maps to identify touchpoints that influence loyalty and satisfaction.

  • Align onboarding, training, support, and expansion efforts across the lifecycle—from pre-sale to renewal and expansion.

3. Cross-functional Enablement & Internal Alignment

  • Collaborate closely with:

    • Product teams to advocate for customer features.

    • Sales teams to support expansion/upsell opportunities.

    • Support/Engineering to escalate and resolve high-impact technical issues.

  • Ensure a closed-loop feedback process from customer issues to resolution and product change.

4. Team Leadership and Coaching

  • Build and manage a team of Customer Success Managers (CSMs) and advocacy professionals.

  • Define performance metrics like health scores, retention rates, and adoption benchmarks.

  • Coach CSMs on consultative engagement, conflict resolution, and strategic value delivery.

5. Technology and Tooling Strategy

  • Own the tech stack that supports customer success (e.g., Gainsight, Totango, HubSpot, Salesforce).

  • Implement tools for health scoring, segmentation, churn prediction, and success playbooks.

6. Data-Driven Insights & Reporting

  • Analyze product usage data, support patterns, and customer feedback to predict risks and opportunities.

  • Develop dashboards and present reports to the C-suite on KPIs like churn, CLTV, retention, and NRR (Net Revenue Retention).

HR BP
2016 - 2019
HR BP
Swagelok

HR Business Partner (HRBP) – Temporary Workforce, Manufacturing

Role Summary

The HR Business Partner (HRBP) for the temporary workforce serves as a strategic and operational liaison between manufacturing leadership, staffing vendors, and temporary employees. This role ensures alignment between labor needs and business objectives, while fostering a compliant, productive, and safe environment for contingent workers.


Key Responsibilities

🔹 Workforce Planning & Vendor Coordination

  • Collaborate with operations and production managers to forecast labor needs based on seasonal demands, production targets, and staffing gaps.

  • Manage relationships with staffing agencies to ensure fulfillment of workforce requirements, including quality of hires, response times, and service-level agreements (SLAs).

  • Monitor daily headcount, attendance, and fill rates to ensure production lines are adequately staffed.

🔹 Onboarding & Offboarding

  • Oversee the onboarding process for all temporary workers, ensuring consistency in safety training, facility orientation, and company policy communication.

  • Coordinate offboarding processes, including feedback collection, badge retrieval, and exit documentation.

  • Work closely with safety and compliance teams to ensure all new hires meet training and regulatory standards before hitting the floor.

🔹 Employee Relations & Engagement

  • Serve as a point of contact for temporary employees regarding workplace concerns, attendance, performance, or policy-related issues.

  • Promote a positive work culture by implementing engagement strategies for temp staff, including recognition programs, inclusion initiatives, and feedback loops.

  • Conduct conflict resolution and investigate workplace incidents as needed, involving agency partners when appropriate.

🔹 Compliance & Risk Management

  • Ensure temporary workforce practices align with federal, state, and company labor laws, including FLSA, OSHA, EEO, and immigration verification (I-9).

  • Audit agency compliance on background checks, drug screening, and employment eligibility documentation.

  • Maintain accurate records for audits and reporting, including headcount, turnover, and performance trends.

🔹 Data Analysis & Reporting

  • Track and report key metrics such as fill rates, turnover, absenteeism, and conversion-to-full-time ratios.

  • Partner with finance and operations to support labor cost tracking and budgeting for temporary staffing.

  • Provide insights to leadership on opportunities for efficiency, retention, or workforce stability.

🔹 Continuous Improvement

  • Lead or support initiatives to optimize onboarding, training, and retention processes for the temp workforce.

  • Identify and implement automation or system improvements for workforce tracking and engagement.

  • Partner with EHS and production teams to ensure that feedback from temporary workers contributes to overall workplace improvements.

Skills
Overall
  • Customer Success & Retention
  • Leadership & People Development
  • Process Optimization
  • Client Relationship Management
Checklist
  • Customer Success & Retention
    92%
  • Conflict Resolution
    97%
  • Strategic Planning
    82%
  • Stakeholder Management
    87%
Knowledge
  • Creative thinking
  • Workflow/process documentation
  • Problem-solving
  • Strategic onboarding & enablement
  • Stakeholder alignment
  • Client lifecycle management
  • Retention strategy design
  • Practical thinking
  • Performance coaching & mentoring
  • Teamwork
  • Leadership development

I'll be sharing a few project template files (non-proprietary resources) that may be useful for others working in similar roles!

Check back soon!

Blogs Coming Soon!

Get in Touch
  • Residence Ohio, USA
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