•Configure and onboard new customers to the Conversica Platform•Provide Tier-3 Technical Support to direct customers & channel partners•Translate and explain complex technical concepts to non-technical customers•Support the sales team with the technical aspects of the sales process, including conducting technical integration demos, answering technical questions, and solution design.•Lead Conversica integrations with modern CRM and Marketing Systems including Salesforce, HubSpot, Dynamics, Eloqua, and Marketo, and Dealer Management Systems•Maintain & develop internal process documentation

•Developed a trusted advisor relationship with portfolio of our largest Enterprise customer’s – totaling 1.6M ARR•Assisted customers in outlining business objectives and advised on product usage to achieve desired goals and results•Increased customer retention and adoption rates by 5% annually, by conducting quarterly reviews with C-level executives•Managed renewals and expansions of all customers (155 stores)

•Launched and onboarded 293 customers, including 80 transitioned accounts in 3 months•Assessed client's business objectives to create individualized approach to implementation, especially for initial adoption of technology•Served as strategic and technical point of contact for a large portfolio of clients•Managed creation and delivery of detailed service overviews and instructional sessions via phone, email, and web conferencing•Developed processes and documentation adopted by team members to streamline Onboarding •Lead weekly, monthly, and Quarterly business reviews

•Implemented proprietary project management software and performed QA and testing during the rollout phase. Software was designed to collect task-specific data and provide real-time fiscal statistics on each project•Created process documentation to streamline project planning and set customer expectations•Provided customers with consistent financial and progress updates on their respective projects•Closed $1.5M in sales in 2018

•Provided customer support for all customers in North America and Canada•Monitored all online retailers to ensure compliance with MAP•Digitized and managed sample inventory•Coordinated shipments of promotional materials for trade shows and events•Work closely with the marketing team to publish content on social media and our website

•Created and delivered service overviews and instructional directions via phone, email, and web conferencing tools •Assisted customers with resolution of technical issues, while providing detailed communication•Organized, published, and revised internal and external training documentation •Analyzed data to pinpoint potential system errors