• Drive on-boarding, adoption, retention and overall success of a book of 40 SMB and Mid-market customers • Execute Quarterly Business Reviews to achieve mutual growth objectives • Build and scale the commercial customer success onboarding process by analyzing customer feedback and creating standardized materials including call decks, email templates and talk tracks, while maintaining 90% onboarding satisfaction rating• Identify opportunities for expanded adoption of the HG product portfolio, demo the product to customers, and negotiate product scope and pricing • Act as voice of customer by delivering customer feedback to Engineering and Product teams to enhance product suite • Provide training resources and sessions to customers, educating them on how to use the platform effectively, achieving maximum adoption of the HG product suite • Forecast retention and churn in Salesforce while maintaining accurate account notes and applicable records

• Successfully oversaw the implementation of 400+ customers spanning various segments (SMB, Mid-Market and Enterprise), resulting in a 90% CSAT average during the onboarding process. • Optimized product value and presence, and bolstered engagement by providing strategic consultation to customers during the sales and implementation stages• Boosted candidate click-through rates for customers by setting up API integrations for 20+ different Applicant Tracking Systems. • Analyzed Gong insights to better tailor implementation checkpoints with customers and improve implementation pass rate by 12%• Designed and executed a completely new implementation journey to grow and evolve with the product and business which included; defining the scope, identifying data required to make it successful, building automation within ChurnZero to make it repeatable, and designing dashboards to track success• Drove process improvements by establishing the Revenue Organization's internal implementation knowledge base, which streamlined access to essential information and enhanced operational efficiency• Gathered customer feedback and represented the voice of the customer to drive product enhancements with the Product and Engineering teams• Contributed to the internal company newsletter and served on the ‘Culture Champions’ committee

• Executed simultaneous implementations for various eSignature, eAuthorization and ePayment products, onboarding in excess of 200 clients each year. • Conducted custom virtual training sessions for a suite of products, successfully adapting each session to meet individual client requirements and to drive product adoption • Utilized CRM software to manage customer journeys and document company best practices• Transformed static client contracts and forms into eSignature-compatible documents in Microsoft Word and Adobe Acrobat Pro using custom Sertifi code• Developed and maintained communication templates to standardize the entire client launch lifecycle across the department

• Onboarded and launched multiple clients simultaneously providing communication and support onDwolla legal, compliance, and security requirements• Launched 97 clients while averaging a 90-day launch timeline• Provided API, billing, and general product support for implementing clients by phone, email, and chat• Conducted thorough, initial legal and security reviews of client terms of service, privacy policies, andInfoSec specifications to ensure compliance with contracts and applicable law• Decreased internal SLAs by two business days by collaborating with Dwolla legal to create a formaldocument review process• Maintained Salesforce account records with project details, documents, and touchpoints• Created and revised internal and external knowledge bases for implementation lifecycle to evolve withproduct updates and changing legal requirements• Coordinated and ran cross functional client demos to approve legal and compliance-related functionsof app

• Reviewed sales requests from representatives to ensure information is accurate and audit-worthy prior to processing orders • Generated detailed sales orders and invoices for customers within the company ledger• Processed and apply credit card, check, and ACH payments • Organized invoice list for collections and contact customers who are overdue on payments• Delivered weekly collection reports and updates to Finance team • Transitioned the company to a new general ledger by helping with data entry, providing timeline feedback, and documenting feature implementation suggestions • Answered phone calls and emails from customers needing invoice and billing support

• Provided billing management and support for over 2400 accounts throughout the United States while maintaining an average renewal rate of over 90% • Contacted clients regarding upcoming payment, overdue accounts, and product updates • Applied prorates and discounts to both trial and renewal accounts • Created detailed quotes and invoices per request of sales representatives and clients• Organized and maintained billing tutorials in online company database • Researched and implemented more efficient ways to track and record important client account information to be utilized by the Account Management team • Drafted monthly emails to update the customer service team on best billing and sales practices

• Provided technical, billing, and sales support through phone, email, and chat • Fixed Hudl-related computer issues via remote sessions on customer computers • Tracked stats and trends across customer support department to enable managers to better evaluate their direct reports • Interviewed and evaluated Coach Support Specialist candidates

• Work closely with clients throughout all phases of projects• Write and update website content for clients as well as for Turbine• Develop social media content that meets the needs of clients• Coach clients on how to use various social media outlets• Post social media content on clients' and Turbine's pages. • Create quarterly reports for clients that evaluate website and social media stats

• Developed social media content for clients• Coached clients on how to use various social media tools • Wrote social media analyses about clients’ competitors • Analyzed the effectiveness of clients' social media content • Updated Turbine’s social media pages as needed • Created quarterly reports for clients by using Google Analytics and social media analytics • Wrote and sent out eNewsletters for clients • Developed specialized digital marketing and social media strategies for clients

• Counted cash registers in the store to see if they were positive or negative any money • Handled up to $6,000 at one time while counting registers • Provided feedback to customers regarding prices, products, mail, and Western Union transactions • Assisted customers to locations in the store where products were located • Completed Western Union money transfers and money payouts • Answered telephone calls and direct those calls to other areas within the store • Weighed packages and letters and put correct postage on them before they are shipped out • Printed film and digital photos for customers

• Reported local news as well as regional and national stories • Read weather reports, obituaries, missing animal notices, and agricultural price updates • Managed the daily log by placing commercials, songs, and reporting breaks into the computer system