- Design and execute the Customer Success strategy to ensure client retention and satisfaction- Hire and train the Customer Success team to include Customer Success Managers, Real Estate Coaches, Acquisitions Analysts and Partnership Liaison.- Implement and Track KPIs that can accurately show team performance.- Execute a survey strategy to collect customer feedback and implement follow up workflows.- Provide industry specific recommendations to Executive team to assist with decision makingCollaborate with Sales management to ensure we are providing proper expectations.

• Developed and scaled a team from 2 to 20 people in 3 years while company scaled from $60M in 2015 to $125M annually in 2018. This team was tasked with delivering world class customer service (maintain a 97%+ Satisfaction Score) for a client base of over 30,000 while retaining revenue.• Evaluated our live events to identify problems followed by developing strategies for increasing sales. Sales increased the next year at live events by 75% from $1.5 million to $2.6 million• Collaborated on retention strategies that increased customer retention from 65% to 78% in 2 years that resulted in an average of $16M saved per year• Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.• Worked with our SaaS partners on customer onboarding and training.• Manage daily operations including payroll, department financials, and employee performance.• Cultivate and maintain positive working relationships with employees across all departments in order to address issues and implement effective cross department solutions• Aid and advise senior leadership for executive meetings to help deliver measurable outcomes with respect to customer engagement, retention and system improvements• Worked with Recruiting to create a system for our company’s interview process as we entered a growth period

Compliance/Quality Assurance- Develop processes to ensure the company is not at risk for compliance violations- Stay up to speed on the latest rules and regulations in our industry- Monitor admissions team for improper language when speaking with prospective students- Met and trained regularly on sales scripts and call quality control- Train and educate admissions representatives about the current "hot topics" in the industry.- Ensure that every student that FortuneBuilders comes in contact with, has a great experience.

Discuss with individuals that attended our 3 day summit to see if they are the right fit for coaching or other continuing education within our company.

- Run Daily Challenge group circuit training classes (10-25 people per class)- Instruct members on the proper technique of exercises (body weight, dumbbell, kettlebells, barbells)- Convert free trial attendees to paying members (90%+ conversion)- USAW Certified