- Managed global customer success and technical support team using a follow-the-sun model to provide 24/7/365 phone, email, and chat support. Responsibilities include recruiting, hiring, onboarding, and training new team members, serving as a point of escalation, and leading ongoing team training and upskilling. - Participated in the founding of the Customer Success Department, where I authored playbooks and defined procedures for all post-sales interactions, including onboarding, reviews, and expansion. - Successfully sustained a 95% customer retention rate and secured an average Net Revenue Retention (NRR) of over 100% among ReadyTech’s flagship products. - Own onboarding and support for 1K+ customers, overseeing product technical setup and training system administrators, instructors, and curriculum developers on API implementation, cloud provider integration, and connecting to HTML5-based desktop viewer - Align priorities and develop new features based on customer feedback with internal product owners while mitigating high-priority escalations by creating clear, reproducible bug reports and communicating priority to product owners - Provide guidance on complex infrastructure queries related to ReadyTech products and major cloud platforms (AWS, Azure, GCP) as the primary technical liaison for Sales, Customer Success, and Support teams.

-Grew support specialist team from 2 to 17 global representatives, assisting 200 instructors, curriculum developers, and student customers in delivering technical software training 24/7 through email, chat, and phone support. - Established inaugural hiring procedures, including onboarding and training, to retain new hires, building testing to effectively evaluate technical ability to attract better candidates to stay longer - Chose and implemented support tools, including knowledgebase, which integrated with multiple ReadyTech products. - Created an internal training program for 30 new support specialists, implementing texts, videos, labs, and quizzes to align new hires to job responsibilities and provide role and product approval - Reduced support employee turnover to less than 10% over 7 years, with 2 years of zero turnover, by advocating to management for fair compensation and introducing multi-tier support system to improve morale and develop career pathways

Responsibilities Included: - Resolve support calls and emails in an efficient and professional manner - Accurately record support incidents and resolutions - Help convert and deploy new software packages provided by our customers - Recommend changes to procedures and products to eliminate repeat support issues - Help manage the training event schedule by creating and updating event data - Deliver short online presentations to first time instructors explaining how our service works and answering any questions