Served as product expert for Twiage’s prehospital communications platform across iOS, Android, and browser-based software. Operated cross-functionally with Engineering, Customer Success, Sales, and Executive teams to build and maintain a simple, intuitive, and impactful product for healthcare professionals.• Managed product lifecycle for the Twiage platform; collecting and evaluating internal and external user feedback, outlining requirements and specifications, drafting mockups, defining scope and development timelines, and promoting product releases through marketing and user documentation.• Led weekly check-ins with executive leadership to plan the product roadmap, report on KPI metrics, communicate project statuses, and adjust development priorities.• Defined and oversaw processes surrounding QA testing, internal review and education, executive approval, and external marketing surrounding the rollout of new features and workflows. Continually reviewing these processes to improve efficiency and quality.• Partnered with Customer Success and Engineering to diagnose, triage, and resolve bug reports. Documented user-acceptance testing to ensure client needs are met. Monitored progress in daily standups to review project progress in Jira.• Oversaw technical escalations to create solutions for client requests within the capabilities of our platform, identifying and promoting enhancements for future development.• Built and maintained JavaScript library to run reports, audits, and database operations in MongoDB shell. Analyzed these reports on product and feature utilization to determine the impact of releases and strategize future roadmap priorities.

Oversaw product implementation and ongoing relationships with over 35 hospital clients and 150 EMS Agencies across New England and the Midwest, partnering with local leadership in EMS and Hospital Emergency Departments for planning, training, and coordination of support.• Served as Twiage’s primary point of contact for assigned ED and EMS partners, monitoring KPIs as ongoing usage metrics, responding to support requests, and identifying opportunities for Twiage’s product offerings within EMS and ED workflows and across hospital service lines to ensure annual retention over 90%.• Managed transition from Sales to Customer Success, ensuring contractual agreements were met and understanding clients’ motivations for implementing Twiage to guarantee optimal use post-launch.• Coordinated implementation process for new clients, interfacing with ED and EMS leadership across the service area to provide demonstrations, onboarding, and training. Working with leadership contacts, designed processes to fit with existing workflows to ensure seamless transition upon go-live. Additionally coordinated software installation and network optimization with contacts inside the health systems’ IT departments.• Assisted in onboarding new hires to the Customer Success Team, educating in the backend administrative features as well as best practices for operations, data management, and support triage processes.• Developed processes to manage Zendesk ticketing system, as well as create and maintain help articles and videos on Twiage’s customer resource portal.

Respond to 5-10 emergency and non-emergency calls per 12-hour shift within assigned dispatch area, assessing and triaging patients to determine most appropriate field treatments and transport priorities.• Provide patient care on teams consisting of paramedics and fellow EMTs, assisting in procedures within the appropriate scope of practice.• Report to medical staff at hospitals and other healthcare facilities all patient conditions and treatments administered prior to arrival.• Record all patient care rendered in the field via electronic patient care report for inclusion in the patient’s hospital electronic medical record.

Oversaw Implementation process for Mobile Event Apps, reporting to senior management. Managed on average 25 accounts simultaneously at various stages of the sales and implementation cycle. Assisted in sales calls with 6-8 prospective clients per month to assist in product demonstration, upsell addons, and help to close 80% new business and renewal sales.• Developed process documentation, Salesforce reports/metrics, and training materials for internal use.• Designed client-facing PowerPoint presentations, Photoshop graphics templates, and Excel import templates to facilitate software implementation.• Acted as liaison between YourMembership’s Customer Success team and event app licensor, QuickMobile; interfacing with YourMembership’s accounting, design, and development departments.• Trained new members of the Implementation Team on the Mobile Event App software and the implementation process.

Managed project timelines for onboarding new clients onto YourMembership’s association management system. Managed on average 15 accounts simultaneously, launching around 10 clients per month.• Scheduled and led weekly training sessions and product walkthroughs with clients to guide configuration and ensure defined milestones were met for successful database and website launch.• Collaborated with teammates, management, and other departments to assist in complex configurations, as well as develop best practices and improvements to our software.

Supported existing YourMembership clients in troubleshooting and maintenance of their membership website. Addressed issues in areas of HTML/CSS content, members database, events management, and eCommerce.• Provided prompt, thorough, and professional responses to service requests received through Zendesk via phone, ticketing systems, and email from YourMembership website administrators.• Quickly assessed the needs of individual businesses, and assisted those customers in achieving the most efficient, reliable, and long-term solutions using the YM platform.• Diagnosed errors and product-related defects, working with product development teams to identify recurring issues and suggest product enhancements.

Assisted Director of Support Services in coordinating the upgrade and migration of clients transitioning onto YourMembership’s proprietary software following the company’s acquisition of a competitor.• Maintained regular contact with clients throughout self-directed implementation process, tracking progress in SalesForce.• Trained self in YourMembership software to continually provide improved service to clients and better address organizational needs.• Operated telephone lines for Upgrading Clients, Support Department, and General Inquiries; routing calls and relaying messages to the key individuals.• Assisted Support and Implementation Teams on special projects as needed.

Supervised students during the execution of General Chemistry, Organic Chemistry, and Biochemistry lab, answering questions, ensuring safety regulations were met, and proper laboratory techniques and procedures were followed at all times• Prepared solutions from stock chemicals in advance of weekly labs, ensuring they were stored under proper conditions and ready to be used at the lab’s scheduled start time.• Assessed levels of inventory and informing Lab Supervisor when orders need to be placed.

Attended to the needs of guests, resolving requests promptly and pleasantly to ensure satisfaction for the most comfortable stay possible• Marketed the inn's luxury services and amenities to prospective guests• Maintained guest reservations, spontaneous problem solving, operation of the inn's computer and property management systems• Managed housekeeping needs, guest room inspection, and turn-down service• Coordinated guest billing and collection of payment