Directly responsible for clients ranging from $3-100k and ensuring their successCarried clients from prospects to clients through contract negotiation, onboarding/training, configuration, and implementation of custom solutions with our SaaS platformDeveloped/maintained onboarding, welcome lifecycle, and KB materials for new clientsMitigated client attrition by maintaining lasting relationshipsConsolidated client/personal feedback to create a product roadmap and prioritized requests as a product ownerMonitored support site traffic to ensure KB materials were meeting client needs and analyzed ticket data to review themes to update KB content

Gained knowledge of hundreds of items to properly influence sales and customer experienceEstablished relationships with guests to determine needs and skill levels while maintaining a customer focusIncreased productivity in coworkers by establishing daily task lists, workflow standards, and storage systems

Interpreted needs and then resolved issues of customers to both company and customer satisfactionAssisted in remote maintenance of numerous computers through software such as LANDesk and ConnectWise AutomateMaintained working knowledge of OEM software and enacted solutions to hardware and software issuesDiligently documented troubleshooting steps and maintained communication through HelpSpot