- Create and improve onboarding and renewal workflows with best practices for self-service and 1:1experiences.- Lead lifecycle management for digital-first customers, focusing on onboarding, adoption, retention, and engagement.- Design and manage automation strategies to streamline Customer Success processes, utilizing tools like Vitally, HubSpot, and Userflow.- Support Hybrid, High-Touch, and Free Trial customer engagements with automated workflows.- Develop playbooks, digital resources, and onboarding sequences to improve efficiency.- Serve as a key contact to resolve customer issues when self-service options need reinforcement.- Maintain customer health metrics, identify churn risks, and take proactive steps to boost retention.- Host engaging webinars and create scalable educational content to drive product knowledge and success.- Act as the customer’s voice internally, collaborating with Product, Support, and Marketing for continuous improvement.

- Develop and refine digital resources, processes, and documentation to enhance onboarding, adoption, and renewal process workflows for self-service and 1:many experiences.- Proactively manage a portfolio of midsize to large Enterprise and Business level customers in surpassing their business goals, expectations, and coordination of product usage- Serve as the primary point of contact for customers, managing and resolving requests and complaints efficiently, while ensuring timely documentation and account updates.- Build and maintain strong customer relationships by actively engaging with customer questions and feedback on digital platforms.- Utilize data analysis to assist in developing and implementing engagement strategies aimed at sustaining business growth and maximizing customer value.- Host weekly 1:many webinars to drive product value and increase customer engagement, covering topics such as onboarding, adoption, support, and other relevant customer success initiatives.- Nurture relationships with Retrium product and engineering teams to discuss and prioritize new features and iterate on existing features to drive customer satisfaction and growth. - Drove customer lifetime value by defining the customer journey, deploying programs and experiments to demonstrate value, and increasing adoption.

- Established comprehensive management and operational standards during the inaugural year of the company, including the development of the Standard Operating Procedures (SOP) manual. - Facilitated onboarding of new team members by providing comprehensive training on day-to-day operations and SOP compliance, ensuring alignment with organizational objectives and fostering a culture of excellence.- Customized CRM software configurations and orchestrated seamless integrations, optimizing general workflow processes for enhanced efficiency and productivity.- Crafted and revised client contracts and addendums through meticulous technical writing to ensure clarity, accuracy, and alignment with regulatory requirements and client expectations.- Managed end-to-end processes for invoicing, billing, and refunds, ensuring accuracy, timeliness, and compliance with company policies and procedures.- Directed account management activities for senior-level executives and private business owners, delivering unparalleled customer satisfaction through personalized service and strategic relationship-building initiatives.- Act as the primary liaison between the community and internal teams, conveying member feedback, concerns, and insights to relevant stakeholders.- Analyze community metrics and feedback to identify trends, opportunities, and areas for improvement, and make data-driven recommendations to enhance the community experience.- Collaborate with cross-functional teams, including Marketing, Customer Success, and Product, to align community initiatives with broader business objectives and strategies.

- Operated as a 911 dispatcher, proficiently utilizing computer-aided dispatch (CAD) systems to effectively coordinate with emergency response personnel.- Leveraged system-wide capabilities including NextGen911 and RapidSOS on a daily basis to facilitate the tracking and management of incoming emergency calls.- Managed the entry, updating, and retrieval of critical information from teletype networks and computerized data systems, such as the National Crime Information Center and the Virginia Criminal Information Network.- Responded to incoming telephone or alarm system calls, promptly addressing emergent and non-emergent requests for police, fire, and rescue services.- Assessed situations to determine response requirements and prioritize incidents accordingly, adhering to established procedures for dispatching units.- Facilitated the relay of vital information and messages between emergency sites and law enforcement agencies, ensuring effective communication among all relevant parties.

- Contributed to the closure of customer accounts for personal loans, ensuring compliance with regulatory requirements and providing support throughout the process.- Demonstrated proficiency in money handling and payment procedures, maintaining accuracy and security in financial transactions.- Collaborated with branch managers to efficiently process incoming and renewable loans, ensuring smooth operations and timely service delivery.- Developed and presented consolidation options to customers, providing tailored solutions to meet their financial needs and goals.- Employed a combination of in-house strategies and outsourcing techniques to attract new clientele and facilitate loan applications.- Personalized customer service by accommodating individual financial circumstances, facilitating payment arrangements that aligned with their abilities and preferences.

- Conducted thorough reviews of all invoices, ensuring accuracy, appropriate documentation, and approval prior to initiating payment processing.- Managed the calendars of two company executives, coordinating travel arrangements, scheduling meetings, and addressing additional administrative tasks to optimize their productivity.- Played a key role in full-cycle recruiting efforts by collaborating with managers to craft compelling job postings, sourcing top-tier candidates, and assisting in screening and onboarding processes.- Leveraged Key Performance Indicators (KPIs) within Applicant Tracking Systems (ATS) to streamline candidate sourcing and selection processes, optimizing efficiency and effectiveness.- Established and maintained comprehensive paper and electronic filing systems, meticulously recording confidential information, updating paperwork, and preserving critical documents.- Assisted in establishing estimated or quoted prices, credit or contract terms, warranties, and delivery dates for contractors and customers, facilitating transparent and mutually beneficial agreements.