Direction of customer support and VIP account management for leading global SaaS company for 12 years. Built a culture of excellence and established Formsite support as a primary differentiator in competitive online forms, document generation, and workflow landscape. Responsible for lead generation, onboarding, technical training and enablement, and customer retention.+ Consistently achieved 99% customer satisfaction scores while supporting over 12,000 accounts+ Wrote over 600 weekly articles and created 200 tutorial videos

Provide training and leadership for 40 technical support agents including 5 direct reports and international vendor team. Oversee customer engagement, cross-functional collaboration, relationship management, KPI management and team development. Established agent evaluation system to track skill levels for training and advancement. Built the foundation for prioritized tiered support program for higher value accounts.+ Optimized support response time (SLA) from 24 hours to 11 hours and customer satisfaction (CSAT) scores from 60% to 93%

Created online development capabilities for prominent advertising and marketing research agency. Directed strategy and technical development from initial engagement through all phases of strategy, development, publication, and ongoing support. + Increased revenue by 2M over 2 years by moving development in-house

Established private label brand, provided marketing direction for 400+ national dealer network, and grew corporate customer base. Provided strategic and creative leadership of all marketing programs encompassing corporate growth (B2B), dealer lead acquisition and sales conversion (B2C). Supported business owners in design, fulfillment, and tracking of marketing programs including traditional print, display, media and online channels. Mentored 1 full-time direct report and managed several design and fulfillment vendor teams. Programs included direct response print campaigns, POS and trade show design and operation strategy, email marketing, search marketing (national and local), and in-home sales.+ Drove private brand growth from $0-12M in 24 months via new product development, individual dealer collaboration, and creation of national/local advertising campaigns. + Created industry-changing marketing programs such as quick-ship display systems, warehouse store kiosks, and online lead generation and tracking systems.

Excelled as multi-unit creative and sales-oriented marketing manager for up to 21 franchise locations in the Chicago and northern Indiana markets. Offered advertising creative, promotional program development, and marketing direction, placement, and analysis for general managers and 100 sales associates.+ Reduced annual marketing budget by 20% while improving sales growth by 6% via rigorous data analysis, targeted promotions, and consistent sales training.

Developed corporate brand and marketing plan for software engineering company. Served as subject matter expert and customer contact for all marketing strategy, creative consulting, and technical support.+ Achieved 45% revenue growth every year via aggressive marketing and communications strategy

Developed brand identity, standards, website design, and packaging templates for newly acquired company (was American Tool Companies). Led design team of 6 graphic and package designers through corporate rebranding. + Successfully combined over 20 separate product lines within new Irwin brand

User experience and branding designer for global digital agency. Contributed brand strategy and design, and collaborated with Fortune 100 global industry leaders.