• Pioneered BuildBook's retention team, serving as the first member and leading its development• Established and managed a HubSpot pipeline for efficient retention case handling• Developed SOPs to ensure streamlined team processes and pipeline consistency• Created call scripts for uniform communication during customer interactions• Implemented dashboards for tracking and analyzing current cases and trends• Led initiative to design and implement a tracking tool for failed billing, allowing for proactive approach in identifying cases and initiating targeted outreach efforts• Spearheaded billing support, becoming proficient in Stripe and handling all billing related issues• Facilitated successful transition to Salesforce for BuildBook's retention operations, collaborating closely with product managers to optimize pipeline, case layout, and field visibility

• Oversaw failed billing for Housecall Pro, contributing to revenue recovery and client retention• Managed team of three reps, including day-to-day operations, call list setup, weekly coaching sessions, PTO management, and ensuring progress towards sales goals• Re-sold value of using Housecall Pro, working through challenges preventing onboarding to ensure retention and product satisfaction• Effectively communicated client information across teams - sales, tech, customer and product support

• Drove lead conversions for Housecall Pro demos via phone, text, and email• Collaborated with sales teams to boost service professional enrollment, emphasizing Housecall Pro's value•Demonstrated client empathy, fostering trust beyond transactions, and stayed updated on product and tech developments