Charlene Jackson
About Charlene Jackson
Charlene Jackson serves as the Vice President of Customer Care at Litera, bringing over 10 years of expertise in customer journey management and strategic business process improvement. She has held various roles in customer support and technical management across multiple SaaS models, enhancing her tactical and data-oriented approach to growth.
Work at Litera
Charlene Jackson currently serves as the Vice President of Customer Care at Litera, a position she has held since 2022. In this role, she focuses on enhancing customer experiences and improving service delivery. Her extensive background in customer care and technical support informs her strategic approach to managing customer relationships and operational processes.
Previous Experience in Customer Care
Before joining Litera, Charlene Jackson worked at Acoustic as Vice President of Customer Care from 2021 to 2022. She also held multiple roles at ACTIVE Network, including Associate Director of Technical Support and Knowledge Manager. Her experience spans over a decade, emphasizing her expertise in customer journey management and process improvement.
Education and Expertise
Charlene Jackson studied at the University of Guelph-Humber, where she earned a Bachelor of Arts (BA) with Honors in Communication and Media Studies, as well as a Diploma in Creative Photography. Her educational background supports her analytical skills and creative problem-solving abilities, which are essential in her customer care roles.
Technical Support and Management Roles
Charlene has held various technical support and management positions throughout her career. At ACTIVE Network, she served as Technical Support Manager and Customer Application Specialist, where she developed her skills in identifying and resolving complex business issues. Additionally, she was the Director of Hospitality Support at Lightspeed Commerce, further enhancing her leadership capabilities in customer service.
Skills in Business Process Improvement
Charlene Jackson possesses over 10 years of experience in strategic business process improvement, particularly within the SaaS industry. She excels at coordinating business requirements and utilizing data gathering and process modeling techniques to identify opportunities for efficiency and cost savings. Her tactical, data-oriented mindset contributes to her success in customer care.