Directly implemented, managed and advanced client accounts from contract sign date through first reenrollment processManaged a territory of 113 client accounts with an average contract size of $10,000 ARR from onboarding to first contract renewal with a 95% retention rateLed a customer success department with a team of 10 employees responsible for over $1.3 million in ARRManaged multiple key account relationships and complex technical client escalationsManaged implementation and usage of numerous account integrations Served as single point of contact and communication for six integration partners that were installed by over 70% of the client baseWorked directly with engineering team to accurately assess and resolve technical client issues leading to a 70% first issue resolution and a 20% decrease in ticket volumeWorked directly with product management team to accurately understand and document customer use cases, feature requests and technical issuesWorked closely with engineering team to seamlessly communicate successful system releases, and system updates to key stakeholders and users monthlyEnsured key stakeholders for accounts were regularly updated with training and education to ensure successful usage of the Magnus SMR SaaS productCreated and facilitated customized, targeted, and effective “boot camp” training presentations online and on-site for multiple accounts across the country to 20-40 users per sessionPromoted and managed contract revenue expansion for accounts to maximize ARR through regular account usage evaluation and targeted user needs

Assist in handling all incoming calls from residents, prospects and general inquiry Present property to prospective residentsProcess prospective lease applications through Yardi and Resident CheckProcess lease and lease renewals using Yardi Process and schedule maintenance work orders through YardAssist in overall daily clerical responsibilities for full time staffResponsible for writing and publishing monthly community newsletter using MS Publisher

Assisted customers with product knowledge of fine china, glassware and flatwareResolved daily inquiries of customPurchase orders and shipping delaysAnswered inbound calls pertaining to preferred customer discount structure Processed custom design order entry and basic order entry through SYSPROAssisted with factory direct orders through headquarters in EnglandProcessed all return authorization request Liaison to regional sales managers

Managed customer service representatives by delegating workloads, scheduling work shifts, vacation approvals, monitoring calls and performing training sessions for employee developmentProcessed time sensitive orders for customers by placing orders and arranging express deliveryExplored Internet for price matching of suppliesResponded to company emails regarding customer inquiresTracked packages and provided rate quotesAdministered credit card payments and refunds through the accounting departmentPlaced orders for consumer businesses