Jessica Duncan
About Jessica Duncan
Jessica Duncan is a Customer Success Manager at Coconut Software, where she has worked since 2022. She has a diverse background in customer success and marketing, with previous roles at Phreesia, Axonify, BMO Financial Group, and BlackBerry.
Current Role at Coconut Software
Jessica Duncan serves as a Customer Success Manager at Coconut Software, a position she has held since 2022. In this role, she focuses on creating advocates and raving fans through effective customer interactions. She proactively engages customers throughout their journey, from the go-live phase to renewal. Jessica collaborates closely with sales, technical support, product, and account management teams to exceed customer expectations. Her work involves leveraging both qualitative and quantitative data points to assess customer health and build repeatable processes that help scale the customer success team.
Previous Experience at Phreesia
Before joining Coconut Software, Jessica worked at Phreesia as a Senior Client Success Associate from 2021 to 2022. During her nine-month tenure, she operated remotely, focusing on client success initiatives. This role contributed to her expertise in customer relations and success management, enhancing her skills in fostering strong client partnerships.
Career Background at Axonify
Jessica Duncan has extensive experience at Axonify, where she held multiple positions. She began as a Marketing Coordinator in 2018 for three months, then transitioned to Customer Experience Coordinator from 2019 to 2020 for one year. Following that, she served as a Customer Experience Analyst from 2020 to 2021 for another year. Her diverse roles at Axonify helped her develop a comprehensive understanding of customer experience and success strategies.
Education and Qualifications
Jessica studied at Wilfrid Laurier University, where she earned an Honours Bachelor of Arts in Economics and Financial Management from 2015 to 2019. She furthered her education at Conestoga College, achieving a Certificate in Business Analysis from 2019 to 2021. Her educational background provides a solid foundation for her roles in customer success and management.
Early Career at BMO Financial Group and Descartes Systems Group
Jessica's early career includes roles at BMO Financial Group and Descartes Systems Group. She worked as a Customer Service Representative at BMO from 2015 to 2017 for two years. At Descartes Systems Group, she held various positions, including Finance Analyst and Internal Audit Analyst, from 2016 to 2019. These experiences contributed to her skills in finance and customer service, shaping her approach to customer success.