Achieved 114% of quota prospecting to Fortune 500 companies

Full responsibility for all post-sales, customer-facing activities (implementation, success, and support). People manager of a team of 5 people spread across implementation managers, support representatives, and customer success managers.

Selected by Pavilion to own a cohort of their Small Council program designed to help Customer Success professionals create connections in the NYC community.

Directly supervised 2 program managers and 1 program facilitator who worked on:- the ServiceTitan Certified Provider program for certain 3rd party consultants and organizations - customer education and networking programs with ~500 participants- LadyTitans, ServiceTitan's first customer-led diversity charter with 750+ membersAs a one-time initiative, I led logistics and operations for our initiative to send plumbers and equipment to Texas, Oklahoma, and Louisiana in response to the emergency weather situation in February 2021. This included managing content strategy, government outreach, and customer outreach. Additionally, I led budget and strategic planning for FY22 and FY23 for the Customer Relations org.

Indirectly supervised team of 40+ trainers, CSMs, and project managers to create and deliver 45+ unique educational sessions for our annual user conference, Pantheon. Directly supervised 1 program manager and 3 training specialists. I oversaw ServiceTitan's educational events, which included Implementation Bootcamp, Power User Workshop, SparkSessions, and Pantheon. We handled everything from event logistics to curriculum design to expert facilitation. During this time period, I was selected for the inaugural class of Titan Future Leaders. This was an invite-only, year-long executive mentorship program. I also helped lead the charge on our COVID response strategy to help our customers thrive in the pandemic’s uncertainty. Above all, I spent my time helping ServiceTitan “level up” its instructor-led educational programs. I loved helping my team become data-driven and evidence-backed educators.

Served as primary instructional designer and facilitator for commissioned/custom training events for national, multi-location, and franchised accounts.

Program manager and lead instructional designer for instructor-led training events. Education SME (lesson planning, active participation, objective creation). Indirectly supervised team of 3 to create and deliver 2 separate events: Implementation Bootcamp and Power User Training. Managed instructional design and logistics, including: creating 12 classes, budgeting, staffing, scheduling, building access, space rental, printing, gifting, and catering. Work closely with marketing, product marketing, legal, accounting, training, and executive teams to run this program monthly.Most of my time was spent working on ServiceTitan’s user conference, Pantheon. Directly responsible for full project management cycle as it pertains to the creation of 40+ unique hands-on training sessions and a team of 40+ people.

Atlanta “team captain” - aided in hiring, 1:1s, and general mentorship for 3 employees. Managed cross-functional projects related to educational strategy and logistics at large conferences and trade shows.Moved to Atlanta from Los Angeles to open a new office for ServiceTitan. Developed internal processes and enhancements in conjunction with other leaders for team of 8 trainers.In October 2017, led cross-functional team of 13 people to create ServiceTitan University, including PowerPoints, differentiated handouts, facilitator guides, and facilitator training.Mentored 2 new hires who earned NPS scores of 80+ within their first quarter at ServiceTitan.

Managed project plan and creation of ServiceTitan comics, “What’s In It For Me?” videos, a change management webinar, and a Training and Transition Guide.Reduced department new hire ramp-up time by ~50%.Acted as escalation point for training concerns from Customer Success team.Designed and implemented product certification — 42 people across 7 departments voluntarily & successfully completed a product certification I designed.Independently designed and delivered custom training to C-level teams and national clients.

Facilitated 175+ instructor-led live and remote training sessions. Sourced and implemented new technology - co-wrote request for proposal for LMS, and implemented in-app walkthrough software & project management tool.Developed all training team knowledge checks and review activities.

Coached an account portfolio of 100+ SMB and enterprise/VIP customers on industry best practices and increasing their ROI.Crowdsourced and designed new features and improvements for the product team.

Presented original freelance seminars on all things people: leadership, customer service, interpersonal relations, etc. Wrote and edited documents of all types: essays, résumés, persuasive letters, etc. Consulted with businesses to help teams improve communication with internal and external customers.

Developed supplementary curriculum for up to twenty students daily. Organized regular larger events, including a school-wide English Day for over 450 students.Worked as one of two Americans on an otherwise Israeli staff. Selected as 1 of 6 official program representatives to the Prime Minister of Israel. Chosen out of 10,000 participants.Designed and implemented an English club for young adults in Rehovot to better their English. Established effective, profitable business model.Participated in PresenTense social entrepreneurship venture accelerator in Jerusalem.Managed creation of a 50-page orientation and resource manual to ensure continued success next year.

Session Manager: Summer 2013Served as primary, direct supervisor for multinational staff of up to 50.Performed bimonthly evaluations for staff in session. Disciplined staff members as needed.Participated in implementation of camp policy. Ran daily staff meetings.Empowered staff to implement two unit-wide activities per day. Coordinated activities of staff in unit: daytime activities, unit activities, and staff time off.Recruiter: 2012-2013Presented on-location to people interested in URJ Camp Newman.Recruited potential camp families and answered questions.Counselor in Training (CIT) Advisor: Summer 2011Designed curriculum to train rising high school seniors to be camp counselors.Maintained day-to-day schedule as well as planned seminars and events.Supervised over 45 counselors in training in residential and professional settings.Provided daily feedback to counselors.Counselor: Summer 2010Worked as staff for URJ events, including summer sessions at Camp Newman.Ensured health and safety of campers and for leading activities.Designed engaging Jewish learning experiences for campers.

Technician/Trainer (Family Room Specialist): 2012-2013Adhered to strict schedule and took roughly 25 technical support appointments daily. Taught hourly classes to learners of varied abilities on iOS, iLife, iWork, and Mac OSX.Created and implemented “Sunday Night Suppers” which enabled employees from different departments to form bonds. Championed creation of 15-page new hire resource book.Specialist: 2011-2012Helped customers purchase the correct Apple product(s) for their lifestyles.Motivated both internal and external customers to love their products.

Teacher: 2008-2011Implemented hands-on curriculum for groups of 14 children in grades K-6.Taught at least four lessons in addition to supervising three outdoor games per day.Trained Site AssistantsDirectly supervised and trained Leaders in Training.Site Assistant: 2006-2007Assisted teachers, substitute taught as necessary.Leader in Training: 2002-2005Aided in preparing lessons.Led games, critical thinking challenges, and morning rallies.