Q&A with Jamie Shelbourn, Director of Client Success, Mobility Software at Ineo
Our Director of Client Success and Mobility Software shares how advances in technology have transformed the global mobility industry and the rewards of strong client relationships.
About Jamie Shelbourn
Jamie earned her certificate in e-commerce technology from the University of Colorado and has been a key member of the Ineo team for more than 19 years. After several years as an IT analyst for a global relocation management company, she joined Ineo to apply her project management, relocation, and systems implementation expertise to the technology side of the mobility industry. Now, with more than 25 years of mobility experience in both operations and IT, Jamie has been – and continues to be – influential in the design and enhancement of MoveTrack.
In addition to her role in technology, Jamie manages client implementations and training programs for Ineo. Among the many ways she supports our clients’ efforts is by sharing her expert knowledge of homesale and destination services – and accounting processes – through consulting, training, and effective system implementation.
Her depth of experience in operations and technology is a critical element of her success, but Jamie will be the first to say that the customer experience and personalized relationships are key. “When clients call Ineo, it should be nothing like a “call center” experience!” These are also the elements of her job that make her excited to come to work each morning.
How has the landscape of the mobility industry evolved since you began your career?
I’ve worked in the industry for almost 26 years, and I believe the most significant changes I’ve witnessed have been around globalization and technology. Because of advancements in technology, I’m able to interact with clients worldwide in aspects I wasn’t able to two decades ago. For example, I finished a call with clients in England and then led a demo for a business in France yesterday. The global scope of our industry is continually expanding, and connecting with people worldwide through evolving technology has made my job more exciting and fun.
How does technology play a role in global mobility?
I work directly with clients during implementation, so I see firsthand how significant technology is for streamlining processes.. We work with large companies that were utilizing manual processes before partnering with us. Seeing how our system improves and speeds along operations for clients really illuminates how beneficial technology can be.
Managing client implementation means I’ve been very hands-on learning clients’ current systems and processes. For example, data conversion requires me to assess and move client data while being mindful of gaps between their existing system and ours. Once we perform a gap analysis, we can build on MoveTrack to meet their needs. There’s so much we can achieve between those processes thanks to technology.
How do you approach developing long-term customer relationships?
Because I’m involved with product demos, sales, and implementation, I have the opportunity to start building client relationships right from the start. As a result, I’m able to really get to know our clients, and I love that. During implementation, we typically have weekly calls that may last a few hours, especially during data mapping processes, so these relationships may sometimes evolve to feel more like friendships. Some of my favorite clients are ones I was initially involved with implementing, but I still keep in touch with them years after.
We’ve had clients whose relationships with Ineo date back over two decades, and I think that continued involvement is key to those long-term client relationships – and that’s what sets us apart.
What strengths and expertise do you bring to the Ineo team?
Before Ineo, I worked in operations for an RMC in Denver and have a background in information technology. I’ve been with Ineo for almost 20 years. When I started, there were only a handful of us, and we all wore a lot of hats. For example, I helped build out our homesale program and assisted with support and sales for MoveTrack. I’ve also worked side by side with our developers.
I feel that gaining experience in many areas allowed me to understand our processes from start to finish intimately and, in turn, interpret them for our clients. One of my strengths is discerning what clients want and need and communicating with my teammates to ensure the client is satisfied.
What aspects of your job do you find the most rewarding?
I think the most rewarding aspect is our client relationships. As I mentioned, clients can sometimes become friends, and that’s important to me. Finding friendships in unexpected places is always great.
What’s your proudest accomplishment outside of your career?
I completed the Nike Women’s Half Marathon in San Francisco, where I raised about $8,500 for the Leukemia and Lymphoma Society’s Team in Training. I ran in honor of my mom, who is a Lymphoma survivor and for a good friend I lost to Leukemia when we were just 24 years old. I’m definitely not a runner and I don’t think I’d ever do it again, but I’m glad I did!
How do you enjoy spending your free time when you’re off the clock?
I have two young boys, ages seven and nine, so I enjoy spending time with them and my husband. I’m also a huge basketball fan; going to a North Carolina vs. Duke game at Cameron Indoor Stadium is on my bucket list. My boys are also into basketball and love shooting hoops with my nephew, who competed in March Madness during college. I think our appreciation of basketball runs in the family.
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