A Mainsail portfolio company

Mainsail Partners is a growth equity firm with offices in Austin and San Francisco that seeks to invest in rapidly growing, bootstrapped software companies. The firm has raised over $2.2 billion and invested in more than 60 bootstrapped companies since 2003. Mainsail has extensive experience investing in B2B software companies that the firm believes have the potential to be category leaders. Mainsail’s approach to driving value creation is anchored in a dedicated Operations Team that is purpose-built to help founders scale their businesses and accelerate growth. These women and men include former software company operators who leverage real-world experience, well-established best practices, and a true partnership ethos to support management teams. For more information, visit mainsailpartners.com or follow the firm on LinkedIn.

SBI is a management consulting firm specializing in sales and marketing. Our benchmarking method helps clients grow faster than their industry.

Managed the development and go-to-market strategy of new payment product offerings and feature enhancements to exiting products. These included: - An integrated software solution which provided clients better tools to improve and monitor revenue collection efforts for outstanding court obligations (Citations, cases, etc.)- A client facing payment dashboard which made it easier for clients to manage and reconcile citizen payments online and via a mobile device- A citizen engagement portal which provides access to all Government Brands payment services nationwide via a single portal- An easy to implement application interface for nCourt's integrated POS solution which could be installed on premise by clients without involvement from support resourcesOther projects- Managed the successful migration of nCourt applications to AWS Cloud (lift and shift migration)- Implemented multiple Sales and Client Support process improvements within Salesforce and Jira Service Desk which helped streamline processes and increased client satisfaction scores by 22%

Responsible for leading and preparing Hotel Effectiveness operations for scale. Oversaw 17 team members across the following departments: Implementation, Client Support, Training and Client Engagement. Direct Reports included Director of Implementation, Director of Customer Support and Director of Training. Reported directly to the CEO. Achievements:- Re-engineered the Implementation, Training and Client Support departments to be ready for scale. This was accomplished by building stronger teams, implementing process improvements and establishing formalized metrics to track team and individual performance- Designed and implemented an application using Quickbase ) to ensure clients achieved rapid time to value for their Hotel Effectiveness Software investment- Implemented a system and processes to track and improve engagement levels and software adoption rates among users- Coordinated all operations teams to focus on improving client experience and established performance metrics to improve client satisfaction and maintain low churn rate

A Mainsail portfolio company- Responsible for managing the sales pipeline, forecasting sales performance, identifying potential opportunities and providing competitive and market analysis to sales team and company leadership- Performed competitive analysis on court and property tax markets and provided insights to the sales organization which helped the Sales organization achieve the highest annual sales in company history

- Oversaw Call Center Operations, Client Support, Implementations, and Account Management departments- Responsible for the administration and development of Salesforce application used by sales, marketing, implementations and client support- Designed and implemented client onboarding process which tracked and ensured projects met quality expectations consistently and were launched in a timely manner. - Implemented client health check process to maintain high levels of client satisfaction and reduce churn

Oversaw the Call Center, Client Support and Account Management departmentsAchievements:- Re-engineered the call center to increase focus on processing payments. This involved changing agent hiring practices, implementing agent scorecards, redesigning training curriculum and implementing incentive programs. As a result, payment take rates doubled within 6 months.

Juice is an expert in designing and building information-rich applications for healthcare, digital advertising, telecommunications and financial services industries.- Identified and implemented multiple process and automation improvements in Nutshell CRM and MailChimp which stimulated lead generation, optimized marketing efforts and enhanced client support capabilities.

eSecuritel provides insurance and warranty products for wireless carriers and dealers. - Responsible for leading a diverse team of professionals and managing outsourced vendors (call center, IVR, telephony) with the goal of delivering an excellent customer experience to subscribers and clients through multiple service delivery channels. These channels include Customer Care Contact Center, Claims Escalations, Application Support and Learning Solutions. - Implemented several cost saving call handling process improvements that reduced handle time, improved first call resolution, and lowered overall calls per claim. - Customized and deployed SaaS tools to better manage operations and support subscribers.

- Responsible for leading a team of highly technical individuals who were responsible for the implementation and support of all Nexidia software products. - Developed and administered the Nexidia Customer Portal and internal applications which tracked client project information and technical support requests.

- Led the design, development, and implementation of integrated organization and individual performance management processes and systems. - Facilitated development of client measures and process development sessions. - Worked with the clients to address relevant organizational, information technology and business process issues.

- Managed and supported a national client base of 135+ banks. Responsibilities included contract renewals, sales referrals, and proactive calling. - Managed, resolved, and escalated client issues as needed through coordination of internal resources. - Helped clients identify and increase both end-user adoption rates and business opportunities of internet banking, on-line bill payment, and cash management services through strategic analysis.

Business Analyst: Served as project leader on various internal application implementation projects. Responsible for system documentation, testing and analysis, issue resolution, and end-user training.Assistant Branch Manager: Managed day-to-day branch operations with a customer base of 6,000+ deposit accounts. Trained, developed and maintained a staff of 10+ employees. Increased branch deposit base through proactive selling of financial products and services.