Strategic Business Development & ROI: Spearhead the development and presentation of compelling business cases to client decision-makers, which consistently demonstrate the ROI of our SaaS solution.Client Pitches & Technical Expertise: Serve as the go-to pre-sales specialist for 5 Account Executives, executing pitch sessions, in-depth demos, and complex technical discussions to a diverse range of client contacts, from C-level executives to technical representatives.Client… Show more Strategic Business Development & ROI: Spearhead the development and presentation of compelling business cases to client decision-makers, which consistently demonstrate the ROI of our SaaS solution.Client Pitches & Technical Expertise: Serve as the go-to pre-sales specialist for 5 Account Executives, executing pitch sessions, in-depth demos, and complex technical discussions to a diverse range of client contacts, from C-level executives to technical representatives.Client Discovery: Lead Discovery sessions with potential clients, pinpointing their critical challenges and crafting bespoke solutions that seamlessly align with their business requirements.SaaS Product Mastery: Positioned myself as the subject matter expert for the Enterprise product suite, guiding the sales process through product insights and setting the stage for post-sales activities and successful implementations.Sales Objection Handling: Support Account Executives by navigating objections across pricing, legal, and technological spheres, ensuring deals progress to the closing stage. Show less

Internal Strategy Development: Consult with internal C-level and diverse cross-functional leadership teams, providing insights on the strategy to influence sales and client success project forecasting.Operational Excellence: Introduced and championed strategic processes that improve team and organizational scalability, cutting the implementation cycle duration by 50% and amplifying the bandwidth for new project inceptions by 25%.Product Growth Advocacy: Strategically collaborate… Show more Internal Strategy Development: Consult with internal C-level and diverse cross-functional leadership teams, providing insights on the strategy to influence sales and client success project forecasting.Operational Excellence: Introduced and championed strategic processes that improve team and organizational scalability, cutting the implementation cycle duration by 50% and amplifying the bandwidth for new project inceptions by 25%.Product Growth Advocacy: Strategically collaborate with internal product owners, champion product enhancement opportunities to drive significant advancements in service quality and overall product performance. Show less

Stakeholder Communication: Point of contact for external stakeholders for project scoping for SaaS implementation, conducting regular status calls for global clientsClient Implementations: Simultaneously managed implementation projects for up to 10 high-profile e-commerce brands including Puma, Lucky Brand, Aeropostale, and Patagonia.

Escalation Management: Led and supervised all escalated issues from the support team, meticulously bridging communication gaps with customers, and ensuring a seamless and positive experience during the entire resolution period, nurturing lasting client trust.Stakeholder Collaboration: Orchestrated critical alignment meetings between support leadership and technical teams, streamlining issue prioritization and ensuring strict adherence to resolution timelines.Technical Oversight:… Show more Escalation Management: Led and supervised all escalated issues from the support team, meticulously bridging communication gaps with customers, and ensuring a seamless and positive experience during the entire resolution period, nurturing lasting client trust.Stakeholder Collaboration: Orchestrated critical alignment meetings between support leadership and technical teams, streamlining issue prioritization and ensuring strict adherence to resolution timelines.Technical Oversight: Championed the management of bug ticketing, diligently overseeing the end-to-end process within JIRA, from ticket creation to resolution, ensuring a consistent and proactive approach to technical challenges.Operational Efficiency: Pioneered transformative operational changes, including documentation overhauls and improved standard replies, resulting in a significant 20% reduction in agent handle-time and faster issue resolutions.Training & Onboarding: Steered comprehensive training programs for new support hires, instilling a mastery of internal tools, technical troubleshooting pathways, billing protocols, and fostering exceptional soft skills to deliver unparalleled support experiences.Performance Management: Instituted a robust feedback and coaching framework, enabling team members to consistently meet and surpass internal Key Performance Indicators (KPIs), fostering a culture of excellence. Show less

Solution Design: Spearheaded the design and deployment of product solutions tailored for TeamSnap’s Club & League SaaS offering.Client Leadership: Acted as the primary liaison for Club & League business clients, orchestrating cross-functional teams to ensure timely and satisfactory issue resolution.Product Enhancement: Analyzed and documented client feedback for strategic improvements.Sales Collaboration: Partnered with sales to nurture existing client relationships &… Show more Solution Design: Spearheaded the design and deployment of product solutions tailored for TeamSnap’s Club & League SaaS offering.Client Leadership: Acted as the primary liaison for Club & League business clients, orchestrating cross-functional teams to ensure timely and satisfactory issue resolution.Product Enhancement: Analyzed and documented client feedback for strategic improvements.Sales Collaboration: Partnered with sales to nurture existing client relationships & identify leads.Technical Improvement: Liaised with development teams to address and resolve escalated technical challenges. Show less

End-to-End Implementation: Owned the seamless execution of obituary website projects for new clients.Cross-Functional Communication: Fostered open channels with development teams, leveraging JIRA for optimal project management.Stakeholder Relations: Built and preserved excellent ties with external stakeholders, offering premium support during the entirety of the implementation phase.Training & Onboarding: Conducted dedicated training sessions for external… Show more End-to-End Implementation: Owned the seamless execution of obituary website projects for new clients.Cross-Functional Communication: Fostered open channels with development teams, leveraging JIRA for optimal project management.Stakeholder Relations: Built and preserved excellent ties with external stakeholders, offering premium support during the entirety of the implementation phase.Training & Onboarding: Conducted dedicated training sessions for external entities.Sales Support: Collaborated actively with sales, answering technical questions to assist in closing deals. Show less

Behavioral Strategy: Conceived and deployed bespoke behavior change strategies for new client onboarding and offered support and guidance to individuals navigating the initial stages of recovery.Recruitment Management: Maintained the recruiting database, screening applicants, and interviews.Standardization: Created a rubric for screenings to improve the consistency and effectiveness of processes.Team Coordination: Established and communicated a round-the-clock on-call roster… Show more Behavioral Strategy: Conceived and deployed bespoke behavior change strategies for new client onboarding and offered support and guidance to individuals navigating the initial stages of recovery.Recruitment Management: Maintained the recruiting database, screening applicants, and interviews.Standardization: Created a rubric for screenings to improve the consistency and effectiveness of processes.Team Coordination: Established and communicated a round-the-clock on-call roster for the Recovery Advocate cohort. Show less