Jackie Douthie

• Managed day-to-day business operations as the primary Genesys support resource, ensuring smooth and efficient operations.
• Cultivated strong relationships with business stakeholders to design and deliver a comprehensive Genesys Cloud roadmap aligned with business objectives.
• Oversee vendor and partner management to drive continuous improvement across the technology stack, including QPC, Customer Science, LivePro, Operative Intelligence, and Mindful.
• Redesigned key business units to enhance Genesys architecture, focusing on optimizing the member experience.
• Documented and tracked key change activities to mitigate single points of failure and improve operational resilience.

(Acquired by Nexon Asia Pacific)

• Managed a portfolio of key accounts, ensuring customer satisfaction, renewal, and business growth. Achieved 1.5 million in organic growth within 12 months by identifying improvement opportunities and aligning customers' CX strategies with Genesys solutions.
• Developed and executed Customer Success Plans (CSPs) to align customer KPIs and success criteria with product adoption and business outcomes.
• Led Executive Business Reviews (EBRs), providing strategic insights and tracking progress towards customers’ stated objectives.
• Partnered with internal teams (Onboarding, Professional Services, Sales) to ensure smooth customer onboarding, implementation, and adoption of Genesys technology solutions.
• Drove cross-sell and up-sell strategies by identifying new opportunities based on customers’ evolving needs, resulting in increased revenue growth.
• Led customer-facing workshops, developed training materials, and provided ongoing support to ensure effective use of Genesys platforms.
• Contributed to strategic initiatives to improve internal processes, customer satisfaction, and long-term customer advocacy.

• Managed relationships with 11 key clients, driving technology adoption and identifying opportunities for operational improvements.
• Facilitated monthly service management meetings to address client needs, resolve challenges, and ensure the successful implementation of products.
• Led Voice of the Customer (VoC) programs, analyzing feedback to enhance the customer experience and improve key performance metrics such as NPS, First Call Resolution, and Agent Quality.
• Collaborated with clients to implement best practices in call center management, including outbound strategies, workforce optimization, and IVR design.
• Delivered presales presentations, product demonstrations, and pricing proposals, guiding customers through the entire journey from acquisition to post-sales support.
• Successfully managed the Genesys Partner Accreditations program, overseeing budgeting, training initiatives, and resource management to ensure continued certification and performance excellence

• Managed 12 campaigns with a team of 150+ employees, focusing on people management, financial oversight, and client relationships.
• Delivered results on performance goals and financial metrics, working directly with clients to improve operational efficiency and reduce costs.
• Led the development and implementation of IT systems for campaign builds, reporting, and scheduling.