Defined and executed strategies to optimize customer experience for Simpson Strong-Tie's Building Technology software solutions. Core responsibilities encompassed Training & Education, Support and Success.● Relentlessly focused on helping clients achieve their desired outcomes● Committed to continuous improvement and professional/personal development● Lead and inspire team members to overcome non-trivial challenges● Serve employees and clients with empathy coupled with objective data analyses

Led and managed a customer success team including support representatives, technical writers, instructional designer, and trainers. ● Developed and optimized customer onboarding, project management strategies, and processes for six North American branches. ● Designed and developed scalable customer support strategies in support of new business growth. ● Qualified new customers, managed expectations, and implemented training strategies. ● Directed the strategy and development of customer-facing technical documentation. ● Managed the helpdesk and day-to-day customer support operations. ● Coordinated projects related to software branding, web presence, and the customer training site. ● Strategized and collaborated with senior management and marketing teams to define focused messaging for trade shows. ● Developed and published email blasts and quarterly bulletins to customers.KEY ACHIEVEMENTS AND CONTRIBUTIONS: ● Created customer onboarding processes to increase successful account conversions which contributed to the company’s growth. ● Established a customer-facing training curriculum to reduce time and resources needed to onboard clients. ● Led the CRM transition to Salesforce.com and implemented training to improve sales reporting, case management, and trend analysis. ● Implemented Citrix UCCX which provided KPIs to improve customer experience. ● Developed employee training programs to reduce time from hire to working with customers.

Conducted client needs analyses, identified functional requirements, and developed customized implementation plans, including scheduling, training, onboarding, and ongoing client communications. ● Provided sales support in customer vetting and planning cycles to maximize new account success. ● Designed sales processes, procedures, and standards to increase software conversion rates by 25%. ● Led on-site installation and integration of new software products and procedures into legacy systems. ● Managed the prioritization of client requests, strategic objectives, and new opportunities.

Oversaw day-to-day operations for a team of 15 designers and engineers. ● Liaised and managed communications between clients, project managers, design teams, and executives. ● Streamlined and improved helpdesk operations to increase first call resolutions by 20%.

Led and managed eight building designers in creating designs based on project specifications, requirements, and deadlines. ● Identified opportunities for process and software improvements to increase designer efficiency. ● Served as a SME and trainer on software functionality for customers and internal teams.