Fractional COO and Customer Success Consulting for Seed to Series B B2B SaaS companiesHave completed 8+ Customer Journey “audits” that include: - Creation of a current and suggested customer journey map - Creation of a current and revised organizational chart - List of strategies, processes, and enablement resources to implement or change - Prioritized action planHave accomplished 4+ CRM build outs – in Salesforce, Hubspot, Google Workspace, and NotionHave developed 6+ Customer Success or Sales PlaybooksHave converted 8 out of 10 clients into multi-month recurring engagementsProvide ad hoc Chief of Staff services

Member of the management team and financial boardCompleted ad-hoc strategic projectsBuilt and maintained our 12 month financial projections in ExcelBuilt and maintained a system for allocating team members hours on consulting projects in ExcelAttended new sales “closing calls” to assist in the smooth transition from prospect to customerCompleted successful engineering, design, and product management team recruiting effortsDeveloped and optimized processes for onboarding and offboarding employees, contractors, and customersSuccessfully managed 12+ customer relationshipsRan payroll for employees and contractorsBuilt and maintained a policies and procedures document

Successfully managed 12+ customer relationshipsContributed to business developmentClosed 5+ projectsManaged multiple sales and operations interns

Created and scaled departmental and cross-functional processes throughout Liongard’s growth from 10 to 150 employees, 40 to 1500 customers, and three rounds of fundingLed the creation of a customer-driven community content sharing libraryInterfaced with designers, product managers, and developers to create impactful product featuresExecuted customer feedback/research rounds including concept validation and UATConsistently achieved and exceeded time sensitive goals based on Agile sprint milestones

Top-performing AM in monthly recurring revenue upsells on a monthly, quarterly, and annual basisManaged 250 customer relationships, over 25% of which were upsoldCreated internal process documentation to standardize account management activityMentored other sales team members on how to use and sell Liongard software

Defined customer success KPIs around platform usage to ensure retentionContributed to the creation and continued iteration of Liongard’s first onboarding process (included webinars, check-in emails, and multiple 1:1 calls)Created and delivered custom “white-glove onboarding” plans for our enterprise customersCreated external-facing technical product documentationOnboarded 100s of customers varying in size (1 - 400+ employees)

Maintained four active social media accounts

Primary customer-facing resource for a community of startup founders, mentors, and investorsBuilt and maintained third party vendor relationshipsAssisted with the coordination, setup, running, and teardown of events with up to 200 attendeesInitiated onboarding/offboarding process improvements and training documentation

Overnight summer campResponsible for articulating and enforcing rules and regulations for activitiesAdminister first aid, rescues, and CPR according to American Red Cross standardsAchieved cohesive groups of campers every two week sessionLead and co-lead group activities that develop leadership and teamworkOrganized and lead a spelunking trip of up to 30 people

Started a private lessons business with two co-foundersWon multiple pitch competitions while fundraising for capitalHired instructors through an extensive interview and reference system

Examine injured persons and administer first aid or CPR if necessaryPatrol and monitor recreational areasCustomer Service

Designed flyers to attract customers and promote salesPriced merchandiseOrganized and stocked display cases, racks, shelves, and aislesChecked customers out using point-of-sale technologyPromoted the sales process of merchandise by advising customers