Results
With several years of progressive experience in leadership roles across diverse organizations, I have developed a robust background in areas including client account and customer management, SaaS software, performance management, and project management. I excel in building and maintaining long-term client relationships, leveraging my empathetic approach and strategic mindset to enhance customer experiences and outcomes. My expertise encompasses leading teams in sales, production, engineering, and shipping, implementing innovative solutions, and fostering collaborative environments for project success. This blend of skills has consistently driven growth, team development, and high levels of employee satisfaction and retention.
Customer Success Departmental Development
Lead
At Spaceman USA, I spearheaded the creation and development of the entire Customer Success department, a key initiative that significantly enhanced our customer engagement and support capabilities. I meticulously crafted comprehensive in-house documentation, designed and implemented remote onboarding training sessions, and established robust technical support frameworks. My commitment to optimizing customer experience led to the introduction of a series of targeted onboarding and FAQ emails, skillfully created and distributed using Mailchimp. This comprehensive approach not only streamlined the customer journey but also reinforced our reputation for exceptional customer service and technical reliability.
Dutch Bros Rollout
Co-Lead
At Spaceman USA, I co-led a pivotal project that successfully onboarded Dutch Bros Coffee, a rapidly expanding force in the U.S. market, across more than 300 stores in a coordinated rollout spanning 2022-2023. This significant undertaking, valued at over $10 million, necessitated meticulous logistical planning, comprehensive onboarding strategies, and the provision of ongoing technical support. My role was instrumental in ensuring a seamless integration of our services with Dutch Bros Coffee's operations, demonstrating my ability to manage large-scale projects and collaborate effectively to meet ambitious business objectives. This successful partnership not only marked a major milestone for Spaceman USA but also showcased our capacity to handle high-stakes deals with efficiency and excellence.
Amazon RING Security Rollout
Co-Lead
In a significant career highlight at Ecolink Intelligent Technology, I co-led a complex, 20+ million dollar project at the forefront of security technology innovation. This project involved the intricate development of both software and hardware components, specifically focusing on the integration of the Zwave chip into RING security system hardware. My responsibilities were multifaceted, encompassing the strategic rollout of this advanced technology throughout Europe. This entailed not only managing logistics and inventory but also overseeing crucial software updates and aligning them with customer expectations. My role was pivotal in ensuring the seamless execution of these operations, demonstrating my expertise in handling large-scale, high-value projects that require a deep understanding of both technological development and market deployment strategies. This project not only marked a significant technological advancement in the security sector but also underscored my capability to lead and execute complex initiatives successfully.
