• Managed a $2.5 million book of business, overseeing 245 medium-sized and enterprise-level accounts, with a 97% customer retention rate during a complex platform migration.
• Consistently achieved a 98% Customer Satisfaction Score (CSAT) on individual performance surveys and 8.5 Net Promoter Score (NPS) for my region for newly migrated accounts and 9.5 for non-migrated accounts.
• Spearheaded the migration of 245 client accounts to a new React-based platform, overseeing beta program and resolving critical technical issues, boosting NPS from 3.5 to 8.5.
• Oversaw technical escalations from Support, prioritizing de-escalation and product adoption, while collaborating cross-functionally with engineering teams to drive timely resolutions to meet service level agreements. 
• Consulted customers on account configuration optimization tailored to business needs, driving operational alignment and increasing retention by enhancing customer success and satisfaction.
• Exceeded performance metrics by conducting average of 25 weekly customer meetings (avg. 37 minutes each), followed by an additional hour for bug reporting, follow-up emails, and actionable plans, while maintaining an average email response time of under 24 hours.
• Collaborated as a core member of Xola's AI Team to develop an AI-powered support agent, leading integration of key data sources (Atlassian, Zendesk, Slack, email) to build its infrastructure. Defined product requirements by crafting problem statements and operational tools for system replacement, and partnered with engineering to test, refine, and successfully soft launch a custom chat agent to replace Zendesk Live Chat.
• Built strong customer relationships by becoming a trusted advisor, earning the right to understand business challenges. Leveraged product management best practices to craft problem statements, translating them into detailed product stories and advocating for new feature development to address customer needs and drive product innovation.

• Self-employed digital marketer offering a’la carte and subscription based digital marketing services in multiple verticals. Specializing in the following skills: brand strategy, website developer, search engine optimization (SEO), keyword research, content manager, Google Ads, Google My Business, conversation rate optimization (CRO), social media strategies, email campaign strategies, customer relationship management (CRM), and keyword rich blogging.
• Growing and scaling several SaaS tech startups as a consultant in the following areas: customer success manager, software support manager, operations manager, technical implementation, and business developer. Strong aptitude for technology, strategy, operations, and sales. Experienced in bringing processes and procedures that directly impact operations, retention, and growth. 

• 100% Retention rate for $35 Million book of business for annual subscription based SaaS in the Insurance and Financial verticals. 
• Aligning business suite solutions with business needs; cross-selling, up-selling, renewing contracts.
• Passionately ensuring client success through client intimacy; strategic planning and initiatives, pro active communication, and earning the right to be a trusted advisor.
• Operationalized the new Client Success Department. Implementing processes and procedures that aligned with retention goals with emphasis on scalability for fast growing SaaS technology company. 
• Key player in Product Management: understanding client needs, communicate and advocate with product managers, developers, and CTO. 

• Seven promotions in five years; five of which were newly created titles developed by my expert level understanding of the system and the business needs set forth by a face-paced, growing company
• Successful strategic SaaS account manager (Client Advocate); partnered with hotel, resort, and vacation rental management stakeholders to strategically plan and execute revenue driving goals — Maintained 100% retention rate of 17 accounts ($5 million book of business).
• Implementation leader of seven team members; developed and implemented processes and procedures to streamline implementations for all NAVIS products emphasizing scalability and profitability.
• Project manager and key technical advisor on multiple pioneering technology integrations between NAVIS, NAVIS clients, booking engine vendors, property management system vendors, SEM and SEO vendors, and web developers. Leading to higher retention and business development.
• Collaborated with corporate IT VPs, Directors and Managers to project manage, execute and support all technical components of implementations.
• Primary supporter of NAVIS Total Website Integration JavaScript and Web Services.
• Executed SQL database queries coupled with ’vlookup’ and pivot tables to combine multiple data sets, in effort to crystallize and analyze multiple ongoing key performance indicators and report to executive leadership.
• Lead author of the NAVIS PPC Best Practices and NAVIS Total Website Integration (TWI) 
• Presenter of NAVIS PPC Best Practices and Reallocating Marketing Spend at NAVIS Leaders Conference Orlando 2013. NAVIS “Big Three” Non-Negotiable Sales Techniques NAVIS Leaders Conference Bend 2010.
• Optimized and implemented telecommunication configurations for NAVIS’ most complex and prestigious clients with a focus on driving revenue and providing top quality guest service.

Maintained 4.0 GPA while working full time and managed to graduate with zero debt.