Responsible for creating, implementing, and managing customer support and success programs for HR SaaS application; reporting directly to CEO. - Actively managed and supported over 300 accounts while maintaining a 90-95% customer satisfaction score. - Created processes for customer onboarding, issue resolution, “QBRs”, and feedback gathering. - Collaborated cross-functionally to communicate customer voice in order to make product and business decisions. - Created and delivered product training webinars, videos, and help center articles.

Responsible for creating and managing new processes for HR, Operations, and Project Management, reporting directly to the CEO. Accountable for managing relationship with enterprise client, and leading client web projects.• Created and implemented HR processes for: new hire onboarding, employee feedback cycles (objectives, reviews, check-ins), benefits and enrollment.• Participated in reviewing and interviewing candidates for open positions. • Trained and managed Operations Assistant. • Led internal work team for Employee Experience; met bi-weekly to address employee concerns and review employee processes.

On-site contact responsible for managing Learning Management System (LMS) for Fortune 500 Company.• Gathered requirements and provided recommendations based on customer needs.• Created business documents describing requirements and business rules of requests. • Liaison between customer and engineering team during all phases of production.

Point of contact for Performance Assurance team, managing courseware evaluation for three global companies.• Gathered, formatted and analyzed course evaluation data to present to customers and management. • Led appeal process for nationwide exam resolving 10,000+ issues annually. • Developed team processes, maintained team schedules through delegation and supervision, trained and managed interns, delivered presentations and led meetings regarding evaluation and assessment.