• Team & Program Development: Spearheaded the strategic development of the Customer Success team, defining key roles and responsibilities, and leading the creation of content, processes, and programs for the new SaaS platform. This significantly enhanced client satisfaction and retention rates.• Project Management: Managed the development of a new SaaS renewals program and continually lead the strategic execution of complex software implementation projects for clients (SMB to Enterprise). Coordinate with key stakeholders and conduct generalized and technical training sessions to ensure successful outcomes.• Customer Service: Proactively nurture global client relationships, respond to inquiries, and utilize feedback to drive continuous improvement in software usability and reliability.• Database Management: Developed and continue to maintain comprehensive client databases in Monday.com and Salesforce, and scheduling systems in Outlook and Calendly, streamlining operations and supporting team objectives.• Metrics: Achieved a 92% adoption rate for the first customers of our BarTender Cloud v1.0 product during the 2023 fiscal year, showcasing successful client onboarding and product integration.

• Customer Service: Managed customer inquiries across the Midwest and EMEA regions, delivering clear and accurate information on product and maintenance renewal options. Addressed customer needs with professionalism and ensured high levels of satisfaction.• Database Management: Utilized Dynamics CRM to strategically track and manage sales opportunities, maintaining precise records and facilitating efficient follow-up to drive sales success.• Account Management: Oversaw the preparation of renewal quotes and reconciliation of financial data, ensuring accurate billing and effective revenue tracking to support financial accuracy and organizational efficiency.• Metrics: Drove territory growth by increasing monthly renewal sales to an average of $240k, achieving a 13.8% growth in territory performance from Q1 2021 to Q1 2022.

Jan 2017 – June 2019 (Full-time), July 2019 – Present (Part-time, Project-based)• Project Management & Campaign Development: Directed full-cycle website design and marketing campaigns for diverse organizations, effectively managing timelines, budgets, and client communications to deliver successful projects.• Content Creation & Advertising: Create targeted marketing content and develop advertising campaigns using Adobe InDesign, Microsoft Office, and Google Workspace, driving client engagement and strengthening brand presence.• Client Relations & Communication: Develop and execute tailored communication strategies for customers and prospects, leveraging digital platforms to achieve measurable results.• Account Management & Database Management: Maintain detailed records of project progress, client interactions, and financial data, supporting efficient operations and strategic decision-making.• Technical Proficiency & Versatility: Utilize both Apple and Windows platforms proficiently, leveraging a wide range of software tools, including Adobe Creative Cloud, Microsoft Office, and Google Workspace, to meet diverse project needs.

• Customer Service: Addressed customer inquiries through phone, email, and in-person interactions, providing expert guidance and ensuring high levels of satisfaction with products and services.• Project Management: Coordinated freight scheduling and delivery with local carriers and managed full-cycle mill order projects to customize wood products to meet specific client specifications, ensuring timely and accurate fulfillment.• Database Management & Content Creation: Leveraged CRM systems and social media platforms to efficiently source and organize leads, while also crafting compelling content for sales campaigns and automated communications, enhancing lead generation and customer engagement.• Account Management: Reconciled purchase orders with sales invoices to ensure accurate billing and comprehensive financial reporting, contributing to efficient operational processes.• Metrics: Achieved significant business growth by increasing monthly sales from $3k to $60k, resulting in 95% territory growth for the assigned business section at the Seattle branch (Q2 2020 to Q2 2021).