Team Leadership and ManagementLead and manage a team responsible for training, customer service, and usage monitoring.Customer Training and OnboardingOversee the customer onboarding process to ensure customers are fully trained and able to utilize our product to its full potential.Develop and update training materials and documentation based on product updates and customer feedback.Conduct regular training sessions, both online and in-person, tailored to customer needs.Customer Service and SupportEnsure the customer service team provides high-quality support and resolves issues efficiently to enhance customer satisfaction.Implement best practices for customer service, including use of CRM systems and customer feedback loops to improve service delivery.Regularly review customer service cases to identify trends and areas for improvement.Customer Usage and EngagementMonitor customer usage data to identify patterns and potential issues that could affect customer satisfaction and retention.Develop strategies to increase product usage and engagement based on analytics and customer feedback.Work closely with the sales and product teams to relay customer needs and help guide product development.Relationship ManagementBuild and maintain strong, long-lasting customer relationships.Act as a primary point of contact for key customer stakeholders and executive sponsors.Conduct regular check-ins with customers to ensure their satisfaction and address any additional needs or concerns.Reporting and AnalyticsProvide detailed reports on customer success outcomes, service case trends, and usage statistics.Use data to inform and justify decisions regarding process improvements and team strategies.Present findings and insights to senior management to help shape business strategies.

Provide individual coaching to students and adults in the area of organization, planning, memory, task initiation, and other executive function skills.

Certified PLTW instructor for this Gateway class.

Certified PLTW instructor for this Gateway class.

Science, Technology, Engineering and Math teacher for grades K-8.

Responsible for implementing a comprehensive counseling program in including direct instruction, individual and small group counseling and crisis management. Coordinator of a team providing teachers assistance with struggling students.

Provided phone referrals and counseling services including crisis counseling through employee assistance programs.

Provided individual and group counseling at a sliding scale clinic.