|
Total ExpertWebsite | Minneapolis, MN
|
September 2021 - July 2024
Manager, Professional Services
Enhanced client-facing operations and satisfaction for a SaaS platform by streamlining escalation processes, new feature development, and fostering a high-performing team, thereby improving functionality and reducing TTV.
- Enhanced SaaS platform and client contentment through process refinement, feature implementation, and team leadership, leading to reduced TTV by approximately 20%.
- Developed and managed internal projects that resulted in efficiencies throughout the professional services department.
- Collaborated with cross-functional teams to optimize client success and promptly resolve issues. This included partnering with our Strategic Alliances department on creating implementation processes and efficiencies for new features and functions through integrations with Total Expert’s partners.
March 2021 - September 2021
December 2021
The Foster Award, named after Total Expert's founding member Bill Foster, recognizes those embodying the company's core values, reflecting his significant contribution to its success.
August 2019 - March 2021
Implementation Manager
Spearheaded client onboarding for a SaaS platform, extending into banking and credit unions. Ensured seamless transition to customer success team while addressing any issues using problem-solving skills. Responsible for application configuration, product adoption, and managing client expectations through risk management and regular client calls.
- Managed customer success and product adoption for a SaaS platform in the financial services sector, overseeing client onboarding and achieving a 95% satisfaction rate.
- Assisted in the roll-out of new ventures into banking and credit unions through cross functional partnerships with Product, Engineering, and Customer Success.
- Provided customer service and support throughout the onboarding life cycle, ensuring smooth transitions to the customer success team.
