Collaborating and working cross functionally with customers and various internal departments including Product, Professional Services, Customer Success, and Integrations.Managing customer relationships through the servicing of their technical escalations.Technical project lead, successfully delivering desirable outcomes for clients.Delivering creative solutions in line with customer requirements and their company’s objectives.Performing root cause analysis and working with the Development team to identify key areas of product improvements or enhancements.Developing reporting solutions and guiding customer through data analysis, exercising data queries and investigating any inconsistencies when presented in analytics.Configuring the platform to achieve desired results.Main liaison point between customers and internal departments when resolving technical issues and finding solutions to client needs.

Completed global website updates required by clients broker dealers due to changes in regulations. Troubleshoot/solved product issues raised by broker dealers using our products compliance engine. Educated compliance users on our product through email, phone and video walkthroughs. Worked closely with compliance users onboarding and educating them on new features implemented into the product. Seeked compliance approval for content to be made available in our content library to the clients under the given broker dealer.

Used our product, HTML, CSS and Javascript to complete website updates on client websites. Investigated potential bugs on clients websites documenting and reporting the bug to product as well as implementing temporary fixes using HTML, CSS & Javascript where possible. Managed an ongoing knowledge base and other learning resources for clients wanting to learn about using our product and website best practices. Educated clients on using our product and website best practices (via email, phone, and Zoom tutorials). Contributed toward Team and company rocks (goals). Worked with our product team on release testing of new features in development.Updated the product content library with articles and videos on a regular basis made available to our clients to use on their websites. Dedicated support specialist for our tycoon clients (Premium Subscription). Installed SSL Certificates on clients websites upon request.

Monitored all reviews written about the hotel weekly and handled any complaints or poor reviews written.Researched events held by local universities, clubs and societies to pursue as potential leads for the hotel.The Hotel Group was implementing a Salesforce system for their sales & marketing teams.I was tasked with ensuring all contacts being transferred over to Salesforce added could potentially generate future revenue for the hotel.Created reports for management highlighting potential pieces of business that the sales team could acquire.I created workflows through Salesforce to generate monthly/quarterly reports for the Sales Manager & Commercial Director to monitor individual and group performance for each hotel.