Jessie Floura joined NIH in 2008 as a Customer Relationship Manager (CRM) for the electronic Research Administration (eRA), responsible for overseeing the development and management of electronic systems used for the receipt and referral of grant applications. For the last four years, she served as Team Lead for the Referral and Review Systems, managing a team of analysts, developers and testers and interacting with the staff who use the systems. In her current role as a CRM for the electronic submission of grant applications and the ASSIST module (for preparing and submitting multi-project applications), she is responsible for eRA projects focusing on the applicant experience and enhancing current electronic processes. Prior to joining the CRM branch in 2008, she worked for three years in eRA’s operations branch and as a data analyst. Jessie holds a bachelor’s degree in business administration and mathematics from the University of Toronto, Canada, and a certification in project management.