FSP is a SaaS aviation management product for professional pilot training centers and flight schools.• Directed projects in NPS, Knowledge Base, Business Reviews, 6 month onboarding process and renewal process.• Coordinated with product, support, marketing, sales and engineering to enhance processes, aiming to boost efficiency and improve customer adoption. • Led CS team in renewals, upsell percentage and ARR (11% ARR increase per average contract).• Managed book of business of $3.6 million to provide customized solutions to 175 mid-market and enterprise customers.• Proficient in utilizing software platforms including Salesforce, Hubspot, ChurnZero, Pendo, Zendesk, Jira and Maxio to streamline processes and boost communication.

Logixboard is a modern customer experience and logistics visibility platform for freight forwarders and customs brokers.• Churn rate of 2%, NRR of over 100% with an NPS score of 54 over tenure.• Grew global book of business from 20 accounts ($400K ARR) to 55 Accounts with 2.5 million ARR. • Led a cross-functional team to streamline our operations by integrating processes, content and data• Improved product adoption and user experience by optimizing the customer journey, leading to enhanced customer outcomes and measurable metrics.• Revamped CSM training/onboarding and trained 5 new hires, improving their ramp-up time and productivity from 60 days to first customer meeting to 30 days. • Collaborated with sales and events teams to execute impactful customer events and conferences, boosting attendance and revenue. • Leverage data analysis of customer usage patterns to drive successful adoption and usage processes while mitigating risks.

KongIQ is an SaaS solution that can track Covid testing, schedules, daily surveys and athlete information.• Partnered with client success team, IT department and management to develop strategic plans focused on customer growth, retention and satisfaction.• Oversaw all hiring of Site Coordinators for NCAA Covid Testing events and in charge of staffing for all championships. • Coordinated travel, supply shipping, and event logistics for all events. • Developed staff protocols and directed all staff training for app, necessary software and antigen/PCR machines.

Pieces Technologies is a SaaS product that uses AI to predict clinical insights and reduce hospital length of stay.• Provided on-going account management, including daily requests that came from key clients and users, delivering reporting and routine status on the assigned accounts. Tracked all account activity and planning in Salesforce.• Regular client presentations, QBRs and proposals to demonstrate product and staffing interventions and impact on healthcare and community organizations. Handled renewals and upsells for my book of business.• Developed realistic proposals, estimates and timelines for new projects and products, coordinated multiple workflows to reach client goals on time. • Advised clients on appropriate actions relating to optimizing resource management, change management, cost management and communications management to meet client goals and assist in process improvement. • Consistent cross-interactions with IT, sales, engineering, product and marketing teams to provide a polished customer experience.

Hired to start a new Durable Medical Equipment division within a physician's practice to sell Alignmed products. • Built physical therapy and physician extending division by acquiring new business. Partnered with practice manager to forecast and track key account metrics, such as overdue accounts, supply budgets and new vendor contracts.• Primary Account Manager for all medical equipment vendors.• Led training and education presentations to potential clients to demonstrate potential practice profit and benefit.• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

Responsibilities included cultivating relationships (B2C) with physicians and healthcare practitioners in the US and managing inquiries and increasing product utilization. • Generated over 100 new accounts within the healthcare field and maintained affiliate program goal projections to drive sales. • Experience operating Salesforce and Shopify platforms to consistently analyze client data. • Orchestrated product development by working with researchers and improve overall customer usage.• Provided marketing support, blog content, and attended trades shows to increase product awareness.

At a physical therapy company, had a client-facing leadership role that oversaw a staff of 15 outreach athletic trainers.• Accomplished 12 mid-to-major IT changes for the sports medicine team. Exceeded performance goals and analyzed metrics consistently showing 10-15% growth year over year. • Boosted clinic revenue by cultivating referral network with affiliates, physicians and community members. • In charge of renewals of client contracts and maintaining high-quality contacts with stakeholders at all levels.• Fostered and maintained interactions with physician groups to progress mutual business objectives.• Participated in several special committees to further company's objectives and develop future leaders. • Routinely managed educational training programs of up to 100 people on a monthly, quarterly and yearly basis.• Interface with IT team to produce new projects for sports medicine to improve job effectiveness for staff and clients.