• Customer Advocacy: Acted as an advocate for customer needs, collaborating with internal teams to inform product roadmaps and ensure optimal client experiences.• Strategic Account Management: Managed a subset of strategic accounts, driving customer success through proactive engagement and relationship management.• Operational Processes: Developed and implemented new operational processes, documenting and communicating best practices to ensure consistency and efficiency.• Team Leadership: Led and mentored a small team, with a focus on growth and development, resulting in improved team performance and client satisfaction.• Problem Solving: Worked hands-on with clients to solve problems, design solutions, and address issues, leading to a 49% increase in annual recurring revenue from $5.5 to $8.2 million.• Technical Product Support: Supported a technical product with significant API components, enhancing customer engagement and optimizing product utilization.

• Remote Transition Management: Led the successful transition of in-person operations to remote environments, ensuring continuous support for major clients.• Client Communication: Collaborated with Client Service Managers to maintain effective communication and workflow, contributing to significant client contract renewals.

• Workforce Management: Oversaw staffing operations and workforce management, ensuring alignment with regional strategic objectives and compliance with HR regulations.• Policy Enhancement: Led initiatives to improve employee Net Promoter Score (eNPS), resulting in a more engaged and productive workforce.

• Oversaw a team to achieve key performance indicators by implementing structured coaching and providing consistent feedback.• Fostered a cohesive team environment by utilizing effective communication skills and demonstrating empathy within established operational guidelines.• Successfully reduced team turnover below company average, contributing to the advancement of team members

• Oversaw a team of sales representatives, providing coaching on effective consultative sales techniques.• Facilitated client acquisition and onboarding by creating and conducting training content for new recruits.• Provided continuous post-training support, contributing to performance enhancement strategies.

• Successfully managed sales objectives, consistently achieving targets and maintaining a position within the top 10% of sales representatives.• Drove team performance to meet and exceed sales goals, fostering a competitive and results-oriented environment.