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EDI Employee Spotlight: Jenna Riffer, Director, Customer Care

Jenna Riffer, Director, Customer Care

Jenna Riffer joined EDI in May 2017. As Director of Customer Care, Jenna enjoys working with technical and functional resources to deliver solutions to customers and resolve customer issues. Jenna is organized and strives to overcommunicate, working to balance customer satisfaction with keeping projects on budget and driving revenue.

1. How did you come to do what you do?

My degree in journalism led me to start out working with technology for the media industry, which led me to software services, which led me to EDI. I started at EDI managing support customers and renewals and in the past 18 months have added the services team and project delivery to my role.

2. Was this a lifelong goal?

Not specifically, but creating and executing plans is a part of who I am, so I think an operations management job has always been the path for me.

3. What do you enjoy most about your job?

I am involved in many aspects of the business, including support, services, managing a team, and can be heard and influence decisions and processes.

4. What motivates you every day?

Whether it be at home or work, I am motivated by maintaining order, checking things off the list, and moving everyone and everything forward.

5. What are your favorite types of projects to work on?

I did not come to EDI with a background in Maximo, so I enjoy working on eSAM projects that bring the best practices of our solution to the table and allow us to deliver a consistent product. Having a customer with engaged project stakeholders also makes the entire process more enjoyable.

6. What are your future career goals?

I always want to work in an organization that I believe I can make better with my contributions. I look forward to growing the team as our business grows, especially having the opportunity to develop leaders within the team and expanding my own skill set from a business management perspective.

7. What is the best career lesson you’ve learned so far?

Focus on the challenges within your control or ‘sphere of influence’. Don’t get bogged down in things that don’t immediately affect you or that you can’t change. It only builds frustration.

8. What do you like most about working at EDI?

Starting a job in a new field is a huge change, but four years in it’s the people that have helped me get a better understanding of our customers and the solutions we provide, make the stressful days manageable and bring their best to ensure that we meet our goals.

9. What has been your favorite memory while working at EDI?

I am admittedly a homebody, but I really enjoy the occasional work trip where you are able to interact with the customer team face-to-face and spend some time in a more social setting with colleagues. The best memories are quite possibly made over dinner or crammed into a rental car with your entire project team, trying not to spill your coffee on each other.

10. Outside of work, what do you like to do for fun?

There is nothing better than a pool day with my daughters, a good book and a nap.