Customer ServicesKey Contributions:• Installation and configuration of customer Saleforce instance with HandsOn Connect application• Perform Salesforce System Adminstrator duties for 100+ clients• Lead Trainer• Lead Support for 100+ clients using Zendesk. Current satisfaction rate of 97%• Work on resolution of complex cases with the development team through Jira• Liaison for customers• Communicate with developers utilizing Jira• User Acceptance Testing• Problem solving and resolution• Create End User documentation

Senior Account ManagerKey Contributions:• Maintain communications, billing and client support for over 100 SaaS customers• Streamline invoicing processes and systems to maximize on-time payments and provide detailed reporting of revenues by service category• Generate reports focused on client retention, client upgrades and payment status• Launch new client onboarding processes and manage onboarding activities of new clients• Conduct weekly training sessions for new and current customers to help deepen clients’ understanding and usage of the HandsOn Connect and Salesforce.com platform • Supervised and coached an Account Service Manager in the execution of client management activities• Lead weekly team calls with product engineers, help desk support, and marketing to ensure team-wide alignment and communication• Create training materials, and supporting documentation for an online knowledge center to support a global literacy project, including job aids and training videos. • Manage the help desk for AllforGood.org as part of the total relaunch of this online programAccount ManagerKey Contributions: • Provide superior customer service with average satisfaction rating of 95%• Provide training for customers utilizing webinars, teleconferencing and in person presentations • Deliver product demonstrations in partnership with the business development team. • Provide client help desk support utilizing Zendesk and Desk.com• Manage client account information, billing and ongoing support using SalesForce.com.• Perform User Acceptance Testing for new releases of our SalesForce.com based application in order to improve releases

• Increase the number of partner organizations • Increase the number of volunteers • Led trainings for online management and executive staff• Network internal corporate executives to develop optimal program results