- Managing 20-30 concurrent implementations, responsible for onboarding and launch of new Thinkific Plus customers . Required gaining a strong understanding of business goals, working with project stakeholders, conducting product training, and working with other departments to ensure successful launches- As a team of 2, built initial processes, documentation and strategy, leading to an improved customer onboarding experience- Led a project to improve outdated and non-scalable onboarding structure. Audited and redeveloped the onboarding structure to include more flexible structure and tiered service based on MMR, which allowed Launch Specialists to focus on higher MMR customers and assisted in hitting new 90 Day launch goals- Possessed a deep understanding of technical features and solutions (API, SSO, etc). Supported CSM colleagues by answering questions, creating technical documentation (SSO FAQ), and providing team training (API Lunch and Learn), which allowed other members of the Customer Success team to handle technically demanding Customers- As the team grew, mentored other Launch Specialists as the Senior Launch Specialist. This included sharing knowledge via public slack channels, offering 1-1 brainstorming sessions, account and call review sessions, and creating more internal documentation

- Working with a team of 6, supported mid-market and enterprise customers and built processes (Customer Healthscores, Salesforce Setup, Platform Best Practices)- Managed over 60 accounts with a total ARR of $800k, balancing both onboarding of new customers, with maintaining relationships of existing customers-Became a product expert and dived deeper into the technical features of the platform (theme customization, API, etc.)- Contributed to multiple internal projects, including: Monthly Plus Newsletter, Guru, Thinkific Plus specific product articles

- Joined the Customer Success Team as Thinkific was initially launching Thinkific Plus and expanding their Customer Success Team. Worked with a team of 6 initially as we supported customers and built processes (Customer Health-scores, Salesforce Setup, Platform Best Practices)- Full Lifecycle Management - managed both onboarding of new and existing customers as they grew with the platform - Became a product expert and dived deeper into the technical features of the platform (theme customization, API, etc.)

- Sales & Account Management - communicating with potential clients on best solutions to help grow their business. Requiring consulting on current issues with their platform, future goals, and quick strategizing - Product Knowledge - understanding of how the product works from both a marketing and technical standpoint

Internal Marketing Strategy, Client Onboarding, Project Development (concept, scripts, budgets, and etc), project management, account management, developing video marketing strategies for clients, and ensuring optimized distribution of final product.

In this role, I assisted in both project management and account management for a variety of projects. Helping with onboarding of new clients, preparing quotes, communicating timelines with the team, and etc. In addition, I assisted where needed to help move various parts of a project along.In my support role, I helped clients who were in need of customer support. From setting up and integrating G-Suite into their workflow, to troubleshooting issues via Teamviewer.