Translate complex contractual agreements into actionable project plans.Establish detailed project timelines and ensure alignment across all internal stakeholders.Partner with sales teams to align technical solutions with customer needs.Conduct product demos to highlight software capabilities and differentiate our solutions in RFPs and competitive scenarios.Act as a technical consultant during the sales cycle, addressing queries, managing pilots, and designing solution architectures.Oversee the full client onboarding journey, ensuring a seamless transition to the SynaptiQ platform.Design and implement technical integrations, mapping data from renewable energy plants and troubleshooting connectivity issues.Provide tailored training and support, empowering clients to optimize platform utilization.Platform Configuration & CustomizationCustomize and configure the platform to address specific client needs, from renewable energy data monitoring to unique operational workflows.Liaise with development teams to communicate client needs, influencing new feature design and system improvements.Develop robust documentation and training materials to streamline onboarding and support.Identify and implement process enhancements to elevate the onboarding experience.Pinpoint upsell opportunities by analyzing client usage and recommending additional features or services.

Identify, attract, and onboard skilled professionals with expertise in technical consulting, customer success, and software implementation.Design and implement onboarding programs and ongoing training to ensure team members are proficient in the SaaS platform and technical customer support.Design customer onboarding processes to ensure seamless implementation and integration of SaaS solutions.Work closely with clients to understand their technical requirements and customize solutions to meet their needs.Establish escalation processes for resolving complex technical issues quickly and effectively.Collaborate with clients post-implementation to ensure they derive maximum value from the SaaS platform.Develop workflows and tools for efficient delivery of technical services, including documentation, support portals, and communication protocols.Define KPIs for the customer-facing team, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and time to resolution.Analyze customer feedback and team performance to refine processes and improve service delivery.Provide customer feedback to product development teams to influence roadmaps and feature enhancements.Collaborate with sales teams on technical demonstrations and proposal development for prospective clients.Develop relationships with third-party vendors or technology partners to expand the ecosystem of solutions available to customers.Guide the team in integrating SaaS products with existing client systems, including APIs and middleware.Select and deploy tools to support team activities, such as CRM platforms, ticketing systems, and knowledge bases.Create scalable practices to support growth in customer base and team size, ensuring consistent service quality.Lead efforts to establish new customer-facing teams in additional markets or regions.Build and maintain a knowledge repository for the team to standardize processes and share best practices.

Crafted data-driven software enhancements with the Chief ProductOfficer to improve user experience for consumers and business clientsBuilt and maintained dashboards to track key performance indicators andinform priority across multiple lines of business using SQL and REST APIPiloted new software features with a select team of internal and externalbeta testers and guided iterative, human-centered designPartnered with sales and operations teams to improve efficiency andstandardize interdepartmental communicationMeasured features, troubleshot system bugs, discovered opportunities,and developed new features using SQL, Postman, and various AWS toolsAdvised the CEO and fellow executives on streamlining processesincluding SOPs, implementation, and growth planningOnboarded new SaaS technology platforms to streamline clientrelationship management and customer support and communicationsManaged three customer facing teams (including direct and indirectreports) responsible for end-to-end customer experienceDesigned, refined, and implemented client support processes across B2B,B2C, and SaaS verticalsCreated the national account management team to maintain and expandstrategic partnerships through full life-cycle managementCoached managers on providing feedback and maintaining accountability

Built a B2B self-service campaign management and reporting portalproduct from concept, design, MVP, features, enhancements, to launchPartnered with the Director of Product to lead the Scrum/Kanban processincluding grooming, planning, retrospectives, and daily stand-upsLed QA for the product by testing new features and incorporatingcustomer feedbackIdentified and adjusted new product enhancements and assure the qualityof new releasesManaged a team of technical account managers and ad operationsspecialists responsible for implementation and client managementPioneered new client operations and documented standard proceduresWorked with industry leading professionals to enhance our softwareplatform and increase growth qualityDeveloped, coordinated, and executed plans designed to increase existingbusinessHandled end-to-end billing and accounts receivable includingtroubleshooting payments and collections

Directed future features and functionality in the technical product whichreduced support requirement for customersActed as primary technical liaison between customers and internal teamsthrough the product development processProvided technical account management for new and existing customersand oversaw customer technical issue resolution to maximize revenueSupported sales & business development by providing technical supportfor new customers from contract to in-life managementRefined and managed customer technical support processes anddocumentationWorked with cross functional teams to resolve customer issues related totechnical support and troubleshoot technical issues

Worked with product managers, developers, and technical operationsteams to prioritize enhancement requests and bug fixes using agilemethodology and scrumLed meetings with development and product managers to create newprocesses and reform existing processesManaged and trained a team of employees on a variety of patient platformengagement solutionsWorked collaboratively with the executive team to meet and exceedcustomer service centric goals on ticket handling, service level agreementsand escalation processes

Customer Support Coordinator - Advanced Banking Group, COCCComprehensive Online Banking Application AdministrationPromotion and Management of website design and configuration changes.Creative Problem Solving including utilization of Microsoft SQL Server and PL SQL Developer to interact with a Microsoft and Oracle Databases.Collaboration with software developers and programmers as well as third party vendors to create and implement third party product interfaces to an online banking system.Provide phone and e-mail support for clients with advanced technical issues.Assist in the data conversion and site implementation process for newly converting clients.Manage RSA Utilities for RSA SecurID and RSA Adaptive Authentication integration with an online banking application.Involved in the site design and implementation of an online banking desktop and mobile device application.

Team Supervisor, Staples - The Office Supply Superstore(Key Holder)Led sales and customer service within a retail store.Managed, trained, and coached as many as 20 employees around the sales engagement model in order to meet and exceed set performance goals within several sales oriented departmentsSet and exceeded competitive sales goals for EasyTech and Customer Service departments in collaboration with the Management team.Created business plans and spreadsheets to track individual sales, validation, coaching, and revenue pace used district wide in Staples Stores.Ran daily meeting to inform employees of current sales metrics, including recognition for sales goal achievement and areas of opportunity for growthPerformed quarterly and monthly performance reviews for all employees under supervision Optimized weekly schedule to minimize labor expense and maximize productivity

Digital Life Supervisor, Best Buy CorporationLed sales within a 45,000 sq. ft. retail store that produces $37 million annuallyManaged, trained, and coached as many as 31 employees around the sales engagement model in order to meet and exceed set performance goals within five sales oriented departmentsSet and exceeded competitive sales goals for Computers, Digital Imaging, Mobile Electronics, MP3 and Gaming in collaboration with the Assistant Management teamCreated business plans and spreadsheets to track individual sales, validation, coaching, and revenue pace used district wide in Best Buy Stores, LLCRan daily meeting to inform employees of current sales metrics, including recognition for sales goal achievement and areas of opportunity for growthPerformed quarterly and monthly performance reviews for all employees under supervision Improved performance in Digital Imaging district-wide as the Digital Life Link Role CaptainHandled Manager-On-Duty situations to increase customer loyaltyOptimized weekly schedule to minimize labor expense and maximize productivityFacilitated the Employee Experience Committee which focused on employee experience and satisfaction in the workplaceMerchandising Supervisor, Best Buy Corporation Designed and executed innovative merchandising solutions throughout the district forming several district wide initiatives and setting the gold standard for merchandisingTrained new supervisors as merchandising specialty coachTaught business metrics including gross margin, profit and loss, business strategy and management, and marketing and customer serviceInventory Senior, Best Buy CorporationAcquired leadership experience including delegation, training and coaching, problem resolution, and customer acquisitionLoss Prevention Senior, Best Buy CorporationManaged, trained, and coached Loss Prevention officers in the five steps of apprehension

Assisted with Customer Returns & Exchanges, Lottery, Tobacco and Money Order Purchases.