• Build, manage, own, maintain and expand relationships with my entire book of business (approximately 650 accounts). Be the go-to point of contact for clients within the organization.• Conduct frequent business reviews with assigned client accounts to understand their business and how they are using our software to help them achieve their business goals. Offer guidance, knowledge, tools, and solutions to help clients be successful in their business day to day.• Find solutions to client needs and issues. This includes troubleshooting and resolving system issues, handling account billing disputes and questions, providing training options and getting client to the right team or resource if an issue needs to be escalated or is out of my purview.• Identify potential upsell leads based on conversations and business reviews with clients. Suggest and show clients the value of those additional services to continually build the account and increase overall account revenue.• Save at-risk accounts wanting to cancel services by offering customized packages and solutions to better fit their needs. Retain current clients by helping their business be successful using our system and services.• Advocate for and be the voice for the client within the organization. Compile and relay client feedback and concerns to the product and development team to make software and service improvements and to better fit client needs and wants.

• Review, study, and interpret construction drawings, plans, documents, and specifications to understand project scope and schedule to be able to accurately estimate costs to complete the project.• Work with suppliers to secure quotes for materials needed to complete projects.• Estimate total costs to complete projects, create and deliver quotes and proposals to clients for projects needing deep foundation services.• Work closely with clients, general contractors, engineers, and field personnel to ensure timely and cost-effective completion of projects.• Work with trucking & logistics companies to ensure deliveries of equipment and materials to project work sites as to meet schedule demands.• Manage and grow client relationships to promote future business opportunities.

• Conduct end to end monitoring of escalated critical customer tickets to ensure best in class service.• Facilitate live and written communications between customers, engineers, and account teams.• Manage customer expectations by providing real-time updates on the progression of their tickets as well as the next steps to always keep the customer informed on resolution progress.• Work with all teams or resources involved within the duration of customer’s critical tickets to remove any roadblock that interferes with customers getting a timely resolution to their issue. This includes, but not limited to, working with onsite coordination dispatch team, account teams, technical engineering teams, onsite engineers, and escalation managers.• Subject matter expert for Customer Solutions Center electronic case routing and SLA adherence.

• Develop and define processes and scope of the role. Make necessary changes and adjustments to mesh with ever-changing business needs.• Monitor telephony and electronic case logging systems to ensure tickets are actioned and phone calls are answered in a timely manner to reduce metric and SLA misses.• Intervene and answer customer phone calls when the technical teams are unavailable in order assist with customer hold time and phone SLA; help route customer to proper team or resource after intervening.• Assign customer tickets from the queue to the proper engineer or resource to assist the customer with their specific issue.• Work assigned account tickets to ensure customer is receiving parts and engineers on-site as needed by setting up the onsite dispatch or part order after diagnosing part failure.• Mentor and train new hires and teammates to acclimate them to the role and processes.• Conduct deep dives and review of tickets to determine where a ticket went wrong, why we missed specific metrics, and what can be done to reduce these misses in the future.• Act as a liaison between teams/departments when help or collaboration is needed with a specific issue from another team or technology discipline.

• In charge of setting up and taking down all necessary equipment for events from speakers to disk jockey equipment to anything else needed for the event.• Managed events for a wide range of clients tailored to their liking.• Ran and facilitated events from neighborhood pool parties to big venues such as Lake Lanier Island waterpark. Made sure all necessary pieces were in place to have a successful event.• Hosted a variety of events from movie nights on a blow-up screen, disk jockeying for parties and other social events, and putting on skits and interactive games at events for all attendees.