- Managed the merger of Customer Experience teams from 4 separate product lines into one company with departments that spanned Implementation, Customer Success, Customer Support and L&E.- Established a unified organizational structure, aligning titles and roles across customer success and support departments for seamless collaboration and clarity of responsibilities.- Oversaw a team of 90+ team members across 4 departments guiding customers from implementation through long term success and value.- Coordinated with VP of Customer Success to align 100% of all accounts with a dedicated customer success manager or customer success pod for personalized attention and value-driven engagements- Led initiatives to centralize technology across Customer Success (Churnzero), Customer Support (TeamSupport), and L&E (Pendo)- Coordinated with VP of L&E to establish an onboarding program, designed to be completed in 1-hour per product, reducing onboarding time and accelerating time-to-value for new users.

- Established and led a team of 7 customer success managers and onboarding managers, overseeing the success and satisfaction of over 120 Accounts and ~85% of ARR.- Developed a simplified onboarding strategy, resulting in a 200% increase in new user usage within 30 days of training.- Implemented a customer health scoring system to proactively identify at-risk accounts.- Successfully managed escalations and resolved complex customer issues, maintaining an average NPS of 45.- Implemented a customer success technology stack utilizing Quickbase, Zapier and Formstack to enhance team productivity and improving customer engagement.

- Manage a team of eleven Implementation and Customer Success team members to integrate, implement, and provide long term support with all Hotel Effectiveness products.- Established and manage company's first Customer Success team responsible for proactive customer support, engagement, and success.- Established first centralized system for Customer onboarding and long term Customer Success using Quickbase.- Lead efforts in optimization and automation utilizing tools like Formstack and Zapier to support company scalability.

Manager of clearance pricing applications and strategyLed a team of three to enhance the overall clearance product and provide analysis to each department outlining upcoming clearance strategy

Maintain and update product road maps for three of the four Rainmaker productsPrioritize backlog and new enhancements for bi-weekly sprint planning and release cadenceParticipate in weekly triage meetings to evaluate new enhancements or defects submitted for reviewCoordinate meetings to gather requirements and feedback for product improvementsParticipate in daily stand-up meetings to manage items currently in a sprint

Implement Rainmaker Windows based and Online products both in the US and internationallyMarket segmentation and Categorization analysis of customer data before each implementationIntegration of current client Property Management Systems to Rainmaker applicationsCoordination of technical teams to allow system and environment access to applicationsWork alongside the integrations teams to coordinate efforts for both new and existing implementations and integrationsCoordinate with development and product teams for developing new features and toolsManage and oversee all new implementation training and developmentWork alongside Project Managers to determine project timelines

Monitoring and aiding in all daily processing of over 30 clients Created custom python and SQL scripts for client reporting requestsCreated a custom python and SQL script to aid in client management for our business teamCreated a new html document to aid in monitoring and stream lining morning processingReconfigured and aided in the migration of 27 clients to new off site servers

Implementation of Task Management Software for new clientsUpgrading of client software to newest versions of Reflexis softwareCustomization of client user interface using CSS and custom imagesBuild, customize, and test client environments to be delivered for production

Point of contact and lead for 13 clients like Staples, Gap, Sephora, and Barnes and NobleCreated user guides and provided demos for clients, explaining new features of the applicationHelped build, test, and deploy patches for any code fixes to a client's production environment.Organized and lead bi-weekly or monthly meetings with clients to review status of open itemsSuccessfully worked on and closed over 200 Customer Support tickets

Successfully managed admission files and contacted over 150 students weeklyTraveled to over 50 college events producing over 1000 Point University inquiriesPut in charge of weekly SQL database queries to establish weekly reportsFreelance graphic designer and graphics consultant for the communications department

Responsible for leading and co-leading many smaller groups and accountability groups Assigned to complete or delegate two short movies for a weekly, ministry wide Bible study

Created multiple designs for the School of Civil and Environmental Engineering website Created designs for a new logo for the School of Civil and Environmental Engineering Started a video to help promote the School of Civil and Environmental Engineering

Created a poster that was displayed around campus advertising the Study Abroad Fair