This role formalized leadership of our support division and onboarding team, with a peak total of 23 reports.- Established and oversaw three support division leads, including a newly developed phone support team.- Built a catered enterprise onboarding process from the ground up, establishing project plans, checklists, executive summaries, and transition protocols, providing a thorough, documented, and clear white glove experience for our most valued clients.- Defined new enterprise support processes in coordination with our sales team to ensure the best post-onboarding experiences for strategic clients.- From time of hire, reduced overall support backlog from 1,000+ tickets to ~100 tickets, while maintaining chat metrics of minutes to resolution, as well as overseeing a consistent 65%+ answered calls rate.- Oversaw and participated in projects to develop and maintain a client-facing support article and video library.- Promptly tested and vetted new features, providing thorough training to our support and onboarding staff, in addition to crafting post-release quizzes to identify team gaps in knowledge.

- Helped to foster and grow a support team up to as many as 14 members.- Managed and mentored onboarding personnel.- Developed a formal feature feedback review process, coordinating with developer team leads, and with our budding product team.- Acted as an escalation resource for relationship management and technical support needs.- Addressed cancellation requests, connecting with users to gather feedback and salvaging numerous accounts.- Established an automated demo process through eWebinar, maintaining the system, and refining our ongoing group demo and onboarding events, as well as freeing 14+ hours per week for our onboarding resources.- Performed interviewing, hiring, and training for all new support and onboarding team hires.- Crafted formal job description and job responsibility documents, including new hire documentation, complete with training project plans and checklists, ensuring timely and through education for new hires, as well as providing early performance documentation and metrics for the company.- Leading entire front-end team, minus sales, IST of 12 peak, US support of 2, peak, and GTM of 5 peak.

- Lead group and personalized system demos, guiding users through sign up, as well as tracking follow ups to ensure conversion.- Hosted client onboarding and training events, ensuring the best onramp experience for new users.- Managed support tickets and escalations among an initial team of 3, up to a team of 6.- Performed thorough bug testing and reporting, clearly and technically documenting findings, as well as performing feature and bug verification steps.- Gathered and vetted client feedback and feature requests, ensuring well-scoped technical writeups and proper gap analysis was tracked in JIra.- Built an FAQ and article database from the ground up, providing meaningful training content through screenshots, gifs, and technical steps.- Participated in event promotion through social media, crafting attention grabbing videos and images, and participating in resulting client engagement.

• Assisted clients and internal project managers during multi-month implementation projects of a web-based loan origination program and related integrations.• Maintained clear notes, project plans, and similar project management tools to add clarity and efficiency to the implementation process.• Developed and documented existing and new processes to refine LendingQB implementation.• Created and managed an original "Pre-Implementation" program for incoming clients, streamlining later implementation practices by helping clients organize data and perform setup overhead upfront.• Served as an escalation point for support team members and as a technical resource for account managers, providing optimum custom solutions for existing clients.

• Provided excellent direct and indirect support for internal employees and external clients in the use of a web-based loan origination program.• Efficiently supported clients through email, chat, and phone calls with topics such as training, troubleshooting, innovation, and deployment, yielding positive customer feedback and optimal solutions.• Assisted software developers with enhancing and testing features, providing clients with new and reliable program functionality.• Gathered feedback regarding clients’ business needs and forwarded the information to feature designers, producing relevant and effective system enhancements.• Demonstrated effective communication of complex tasks and concepts through direct client support, and creation of walkthrough guides and videos.• Acted as an official and unofficial mentor for new support hires, aiding their development.