• Provide expert-level support for IntelliShift fleet management software, maintaining a consistent CSAT score over 4.5/5.• Autonomously and collaboratively resolve complex customer issues and enhance product features.• Develop and deliver product training and best practices to maximize customer value and satisfaction.• Analyze customer data to identify trends and opportunities for product improvement and customer success.Special Projects:• Assembled a team to document processes and create Standard Operating Procedures (SOPs) for 'At Risk Events' (AREs) resulting in the prevention in revenue loss exceeding $2.5M through new policy implementation and proactive client management.• Spearheaded onboarding process improvements, collaborating with Implementation, Marketing, and Training Coordinators to design and create comprehensive product guides and develop training curricula, reducing time-to-productivity for internal and external customers by 50%.• Contributed to marketing strategy revitalization, including participation in trade show representation.