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As Director of Customer Success I led multiple cross functional teams through defining work processes and pain points to streamline workflows and allow our team to expand our managed base from 20 to 100 enterprise SaaS customers without adding any members to the team while maintaining a 100% renewal rate.Other responsibilities included leading all customer support groups including Sales Support/Order entry, the scheduling of third party technicians, Customer Success for transaction and enterprise level customers as well as managing inbound/outbound Technical Support center.

HATCH is a leading provider of early childhood solutions (the birth to five market) throughout the United States. In the 8 years I worked at HATCH; I progressed through the following positions:Customer Service Liaison - Supervised one co-worker, managed traffic and assisted Customer Service Managers with scheduling on-site service. - 8 MonthsTechnical Support Manager - Managed 6 person Call Center, ensuring calls were answered in a timely manner and that all customers received the best possible assistance and solution to their issues - 4 MonthsAssistant to Vice President - In this capacity I fulfilled the daily requests and needs of the EVP of Sales and Marketing while also assisting her in the management of the 13 person telemarketing team. During this period I continued to manage the 6 person Call Center, a 3 person Sales Support Team and the Customer Service Liaison - 4 yearsDirector of Customer Service - In this capacity I was responsible for all service to our customers and our internal co-workers. Through a field staff of 27, a 6 person Call Center, and a 3 person support staff; I ensured that our customers received unparalleled service. During my final year in this position I took on the role of IT Director, managing the internal support of our technology infrastructure - 3 years